• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Home
  • Research
  • Magazine
  • Events
  • Awards
  • Recruitment
  • On Demand
  • Contact
Home / Magazine Articles / South Lakes takes M3 for repairs diagnostics

South Lakes takes M3 for repairs diagnostics

South Lakes Housing Association is using M3 Housing’s M3Central Diagnostics to enable more accurate diagnoses of its tenants’ repairs requests.

In 2014, South Lakes formed a customer services team (CST) as the first point of contact for all repair enquiries. At first, the largely non-technical CST staff had difficulty accurately diagnosing repairs. South Lakes also decided to move away from a bespoke schedule of rates for repair items to the M3NHF Schedule of Rates to improve job costing. However, the housing provider was concerned that its CST staff would struggle to transition to the new schedule so it wanted a diagnostics tool to ensure an accurate diagnosis of repairs during the initial contact with a tenant.

South Lakes wanted a system that would give its CST the ability to quickly connect the requested repair to the correct schedule of rates item while on the phone with a tenant. At the same time, it decided to implement a new housing management system, Civica Cx.

South Lakes chose M3 Housing’s M3Central Diagnostics, having had experience of the M3 suite of products from its adoption of the M3Pamwin Plus appraisal and development tool. M3Central Diagnostics provided integration with Civica Cx, and provided the functionality to configure and make real-time changes to the system without having to log support calls.

Testing of M3Central Diagnostics was tied with South Lakes’ broader implementation of Civica Cx. Implementation of the housing management system took 19 months, and the decision was made to use M3Central from day one of the system going live.

CST staff can now directly launch M3Central Diagnostics from within Civica Cx, and run through a series of graphics while on the phone with a resident to diagnose the repair. Staff can also adjust selected items and quantities before passing the repair back to Civica Cx, which then schedules the appointment using the DRS scheduling system.

See More On:

  • Vendor: M3 Housing
  • Housing Association: South Lakes Housing
  • Topic: Customer Management
  • Publication Date: 057 - May 2017
  • Type: News

Primary Sidebar

Most Recent Articles

  • LHP’s revolutionary IT support services
  • Strengthen your security against ransomware
  • Connectivity – Finding the right solutions for your ecosystem
  • Clyde Valley Group goes low code with Netcall
  • Hull City Council’s fire safety & compliance with Aico
  • RedkiteCRM bought by Infinity Group
  • 8×8 launches remote video repairs
  • Damp, mould and digital transformation
  • Barking & Dagenham Reside pilots Evo digital repairs
  • IT automation, behavioural science & staff retention
  • Broadacres’ digital transformation with Salesforce
  • Red Kite’s digital transformation
  • Celebrating your IT ambitions & business innovation
  • Is digital transformation a misnomer?
  • Thirteen installs 1,000 Switchee smart devices
  • Maximising the potential of Microsoft Dataverse and Power Apps
  • IntoZetta’s annual ‘data in housing’ survey results… final instalment
  • Cyngor Gwynedd unifies housing & homelessness with Civica
  • Vivid Homes goes full-fibre with CTG
  • Good things come to those who wait
  • RBKC moves to Capita One Housing
  • Rewiring the housing sector
  • NEC supports Swindon’s housing ambitions
  • Why digital transformation programmes fail
  • CCaaS – The catalyst for digital transformation
  • iO Associates’ fixed-price transformation projects
  • Digital transformation in housing
  • MRI Social Housing – Three years later…
  • Maximise collections and minimise arrears
  • Cadcorp launches new EPC data service

Footer

Housing Technology
  • Instagram
  • LinkedIn
  • Twitter
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • Research
  • Update Your Subscription
  • Privacy Policy

Welcome to the housing Technology – Trusted Information For Business Professionals in HOusing

Housing Technology is the leading technology information service for the UK housing sector and local governments. We have always believed in the fundamental importance of how the UK’s social housing providers use technology to improve their tenants’ lives.

Subscribe to Housing Technology to gain market-leading research, unsurpassed peer networking opportunities and a greater understanding of your role to transform your business.

Copyright © The Intelligent Business Company 2023 | Terms and Conditions | Privacy Policy
Housing Technology is published by the The Intelligent Business Company. A company with limited liability. Registered in England No. 4958057 | Vat Registion No. 833 0069 55.

Registered Business Address: Hoppingwood Farm, Robin Hood Way, London, SW20 0AB | Telephone: +44 (0) 20 8336 2293