1 June 2024
Housing sector experts came together to discuss the challenges and opportunities in modernising repair services within the industry. In the wider context of the Chartered Institute of Housing’s Better Social Housing Review , several key recommendations were highlighted outlined below.
“Housing associations should partner with tenants, contractors and frontline staff to develop and apply new standards defining what an excellent maintenance and repairs process looks like.”
Chartered Institute of Housing’s Better Social Housing Review
Kate, a seasoned director and co-founder of Change Network, recently shared her expertise and findings from the many transformation projects they’ve worked on with councils, housing associations and other essential provider.
Drawing on over two decades of experience, she emphasised the importance of understanding the sector from various perspectives on the journey to delivering more effective repairs services in the housing sector. Key takeaways included:
1. Using digital housing software to manage repairs
Repair services play a crucial role in tenant satisfaction and regulatory compliance within the housing sector.
2. Persistent challenges in housing management systems
Despite efforts, the sector faces ongoing challenges such as high levels of avoidable contact, communication gaps, workforce constraints and regulatory expectations.
3. Holistic approach to repairs using digital management solutions
There’s a need for a holistic approach to repairs, focusing on prevention, reduction, diagnosis and service delivery improvement.
4. Data-driven decision making in social housing management
Leveraging data is essential, so it’s important to involve tenants and frontline teams in co-production and fostering a culture of empathy and efficiency.
5. Better social housing review insights
Kate shared insights from the Better Social Housing Review, emphasising the ‘7 Cs’ conditions for success: clarity, commitment, capability, capacity, controls, collaboration and culture.
The presentation concluded with thought-provoking questions, urging participants to think differently and prioritise tenant needs.
Sarah Campbell, Business Improvement Manager at Clyde Valley Group, shared how their journey began with a comprehensive assessment of data, processes, systems and reporting.
In the initial phase, Clyde Valley focused on the diagnostic stage of repairs. Engaging stakeholders and gathering feedback from customers and colleagues, they redesigned its delivery model from the ground up using a centralised contact centre to efficiently manage interactions.
Complaints have dropped, customer satisfaction is up and repair completion times have improved. All setting the stage for the next phase involving transitioning to a multi-contractor model, expanding service functionalities, and embracing automation.
“The low-code platform was fundamental to the streamlining of repairs — and will be for the next phase of our journey. It allows us complete customisation of our repairs journey and our processes.”
Sarah Campbell
Business Improvement Manager, Clyde Valley
Tenant expectations are evolving all the time. Tenants expect to engage online and Clyde Valley wanted to meet that demand by delivering self-service for key transactional services like complaints, enquiries, repairs and payments.
Originally implemented on the 1st of April 2023, the Tenant Satisfaction Measures (TSM) Standard aims to improve the lives of social housing tenants — making sure they are listened to, able to live in safe homes in good repair and their complaints are well handled.
Key housing leaders came together for the first of our Change Network series of events, to discuss top advancements and strategies in the housing sector. Their goal: to shed light on critical aspects of customer engagement, service design and implementation.
Housing providers can now take control of tenant arrears and income collections with the launch of Rent-IQ®.
Keep up with regular news from Netcall – you’ll hear about cut-through process automation and communications solutions to help you achieve your business goals faster.
Discover what our tenant engagement platform Tenant Hub can do to help you transform your repairs processes. Access pre-built tenant relationship tools and case-management capabilities to provide services more efficiently and improve tenant experiences.