Software to the rescue!
The role of your Housing Management software
Your Housing Management software will keep track of orders raised and completions notified to you by the contractor. It will also allow you to verify their invoiced cost.
Hence, to keep your costs down, and increase tenant satisfaction by first time fixes, you need to diagnose the reported problem accurately.
You want to turn the tenant’s call saying ‘I have a cracked wash basin’ into an instruction to your repairs contractor to ‘go and carry out SOR code item 1234’.
Some people do this by having building engineers answering repairs phone calls and selecting the correct SOR code, an expensive use of technically qualified people, and high staff turnover.
Others try to train ordinary call centre operators to do a similar job. This leads to high error rates (double cost for a repeat call) or lots of General Orders at high cost.
Incorporating Repair-IT-now into your system
The Repair-IT-now software works with your Housing Management system as a front end application and takes the unskilled operator through a set of stages (graphical or via a script) to identify the problem and clarify the symptoms for the 200 or so most common repairs.
At the end of the process it provides the call centre operator with:-
- a standard problem description to verify with the caller
- a standard problem description to verify with the caller
- a set of advice that can be given to the tenant to ease the situation before the repair is completed
- and, after verification, will output a SOR code (or codes) to the Housing Management system to actually place the repair order.
Typically it is estimated that the cost of the system can be recovered within a year by savings through improved repairs diagnosis.
So, to answer your question, your housing management system would keep track of the repairs progress and costs. Repair-IT-now helps you and your staff to make more accurate diagnosis of the repair needed to solve the tenant's problem with the results presented to the Housing Management system as an SOR code to enable an accurate repair order to be placed with the contractor.
If you want to see a demonstration click here.
For more information follow the links at the top of this page about accurate dwelling repairs diagnosis.
