MHS Homes has introduce tenant self-service using a new digital platform from Cloud Dialogs. As well as tenants being able to book appointments with their housing officer and arrange repairs, MHS operatives can book additional visits and the software calculates travel times, so only the closest and most suitably skilled person is sent.
The service uses Cloud Dialogs, which combines order booking, SMS/email confirmation, scheduling and service delivery; these are then integrated with MHS Homes’ housing management system.
Matt Eddy, business project manager of neighbourhood services, MHS Homes, said, “We’ve taken a very different approach to the mobile agenda; this is about us getting the nearest person with the right skills to fully complete customer tasks while they’re out and about. We’re redefining the traditional idea of a fixed housing officer for each patch and we can now optimise staff workloads and streamline processes.
“Before this project, a lot of the updates and communications from our housing team were very paper-based. But the need for printing is now significantly reduced because our staff can fill out, sign and submit forms and tenancy agreements on a smart phone, tablet or laptop.”