With most internet users in the UK now using a smartphone, Sovereign Housing has introduced video diagnostics for its repairs reporting after a trial of XM Reality’s video-calling software.
Originally introduced as a trial to diagnose and resolve boiler problems, the roll-out of XM Reality’s system has proven to be very popular with tenants. Since its introduction, the tool has been used to fix more than a quarter of the boiler-related issues during the initial trial.
When reporting a problem, customers can be video-connected to a Sovereign advisor who can talk them through the problem, advise on any possible self-fixes and, when necessary, arrange a call-out. The video-calling diagnostic service can be accessed via any smartphone, laptop or tablet.
Sovereign is now implementing the XM Reality system across its operations to diagnose and assess different types of repairs and problems, including reports of damp and mould.
Stuart Brookes, property services director, Sovereign Housing, said, “We aim to be as accessible as possible for our customers. Our introduction of ‘video triage’ is part of us putting that aspiration into practice to deliver services which are more convenient for customers and to help us prioritise repairs better.”