Blog: Repairs right first time

Martin Crossland Head of Customer Repair Contact

At Southern Housing, we’re always working to improve the service we provide to our residents. That’s why we’re thrilled to introduce our new resident video calling feature within our Contact Centre platform, 8x8. Aligned with our Front Door model, this tool will help our colleagues diagnose repairs remotely, improving the efficiency of our service.

Timely and effective repairs are key to maintaining the comfort and safety of our residents’ homes. We understand that a quick resolution means less disruption to daily life.

One of the biggest challenges in providing an efficient repairs service is getting the right diagnosis before an operative arrives. Often, we need multiple visits to identify the issue, which delays repairs and can be frustrating for residents.

Our new video calling function offers an opportunity to improve our first-time fix rate by allowing us to diagnose issues remotely before our operatives even leave the depot. This means fewer visits, faster resolutions, a higher first-time fix rate, and ultimately, a better experience for our residents.

The process is simple, starting with a call. When a resident reports a repair, our Customer Repairs Contact team will offer the option of a video call using their smartphone. Residents can show our Repairs Advisors exactly what’s going wrong in real-time.

Our Advisors can guide residents through simple troubleshooting steps or determine if an operative visit is necessary. If a visit is needed, we’ll provide an accurate diagnosis, send videos or photos to our operatives and contractors, and ensure they are fully prepared for their first visit to complete the repair.

What are the benefits?

Increased First-Time Fixes: Diagnosing issues remotely before arrival means we arrive prepared with the right tools and materials for quicker resolutions
Minimal Disruption: We’ll be reducing unnecessary visits and saving residents’ time
Less impact on the environment: Fewer trips mean lower emissions.

We’re excited about the potential of this innovation and look forward to using it to enhance our residents' repairs experience.