Coastline Housing has reported how it has transformed its repair processes and performance following its implementation of Totalmobile’s Connect cloud-based job management software.
Coastline Housing originally chose Connect to streamline the delivery of its repair and maintenance services. The Totalmobile platform was then extended to support new service delivery innovations and power new digital services for customers.
In addition to managing the real-time job scheduling and reporting for over 100 remote operatives, Coastline Housing is using Connect to undertake sub-contractor and compliance management, handle responsive repairs, and co-ordinate the entire lifecycle management of its property assets. The housing provider said that it is also using the end-to-end Totalmobile platform to deliver detailed data relating to repairs, whole life costs and workforce productivity.
Since its implementation of Connect, the housing provider is now responding to almost 90 per cent of repair requests within four days and achieving a 98 per cent ‘first-time fix’ rate for repairs at the first visit.
Barry Cox, IT business systems analyst, Coastline Housing, said, “Our goal was to create a powerful job costing and dynamic scheduling system in order to reduce maintenance costs and realise efficiencies without compromising our service delivery. Totalmobile’s Connect has given us the scalability to evolve our services, reduce non-productive time for contractors, minimise customer disruption, and manage our resources better.
“In addition to boosting customer satisfaction, we’ve been able to reinvest the surplus funds we’ve generated into improving our existing stock and building new houses – last year, we delivered over 300 new homes, created 300 new jobs and contributed more than £13 million to the Cornish economy.”