REPAIRSENSE
HOUSING ASSOCIATION
Representative cost saving since using RepairSense
Reduction in repeat repair jobs
Mobysoft
Can you share with us the rationale behind your investment in Mobysoft’s RepairSense platform?
James Norton
Overall, Karbon’s customer satisfaction scores for responsive repairs and maintenance are high, but the ‘right first time’ score was sitting at 87%, pulling the overall score card down. This score is based on customer feedback rather than the ‘right first visit data’ from the HMS system, highlighting that in many cases, customers were receiving multiple visits for recurring issues. This was causing frustration, leading to more customer complaints and disrepair claims. As a result, we were looking at how the organisation could use advanced technology to improve the quality of repairs over time, and ultimately boost customer satisfaction. By working with Mobysoft, we implemented RepairSense across our 4 main trades areas – plumbing, heating, joinery, and electrical – to drive efficiencies and reduce the overall number of repeat repairs jobs by circa 4,000 cases.
Mobysoft
Can you elaborate on how the utilisation of RepairSense resulted in increased operational efficiency, cost-effectiveness, and improved service delivery for Karbon?
James Norton
Previously, we measured responsive repairs and maintenance through traditional speed-based KPIs. However, RepairSense helped us better understand the impact of focusing on quality. Data showed that concentrating on quality doesn’t necessarily cost more or take longer. We began with a trial focusing on plumbing repairs, which reduced the four-week repeater rate – a ‘repeater’ being a repairs job that requires two or more visits to address the same issue – from 5.5% to 3.5%, a 36% improvement over 12 months. Following this success, we incrementally rolled out the tool across other trades such as heating engineers, electricians, and joiners. Since go-live, our 12-month repeater rate has reduced from 16% to 10.8%, equating to approximately 3,200 avoided repairs and financial savings of over £530,000. Significant improvements were seen in our heating service, where the repeater rate dropped from 29.32% to 20.26%, saving £193,000.
Mobysoft
Other than reducing repeat repairs, has RepairSense helped improve service delivery and operational effectiveness in any other aspect?
James Norton
The responsive repairs and maintenance sector faces relentless pressure, risking colleague engagement and retention. RepairSense has empowered our colleagues by providing valuable data for improving service delivery, boosting job satisfaction, and incorporating repeater rates into our performance management framework. By understanding data presented to them, our colleagues can identify areas for improvement and make better-informed decisions. Monthly feedback sessions between trade colleagues and managers help identify repeat repairs due to part failure, leading to changes in materials used. This proactive approach has saved money and avoided repeat repairs, improving service levels and customer satisfaction.
Mobysoft
Damp and mould is a big challenge facing the sector currently – can you expand upon how the RepairSense platform has helped Karbon address this?
James Norton
At the beginning of this year, through RepairSense we created a Damp and Mould (D&M) dashboard which provides clear visibility of our D&M cases, their timelines, and a case severity rag rating. This dashboard is clearly highlighting where we need to prioritise repairs and inspections, by bringing existing data in the system to the surface, presenting it in a clear, easy to navigate format and helping the team to proactively use that data to drive down cases. The insights from this dashboard are already helping us to reduce the number of D&M repairs and inspections and they’re also inform our future investment programmes, focusing on areas that will benefit customers most. Additionally, the data has improved our approach to disrepair claim management, allowing us to predict and prevent potential claims. The responsive repairs and maintenance sector faces relentless pressure, risking colleague engagement and retention. RepairSense has empowered our colleagues by providing valuable data for improving service delivery, boosting job satisfaction, and incorporating repeater rates into our performance management framework. By understanding data presented to them, our colleagues can identify areas for improvement and make better-informed decisions. Monthly feedback sessions between trade colleagues and managers help identify repeat repairs due to part failure, leading to changes in materials used. This proactive approach has saved money and avoided repeat repairs, improving service levels and customer satisfaction.
One significant improvement is in how we handle incomplete jobs. For instance, if an operative fails to complete all specified tasks, the system flags it. This helps us address issues promptly and ensures that every job meets our quality standards. Additionally, the module has enhanced our data management. Surveyors now access all necessary information from one place, reducing research time from half a day to about an hour for damp and mould cases.
Mobysoft
Can you provide examples of how the Damp & Mould Module has improved your processes?
James Norton
One significant improvement is in how we handle incomplete jobs. For instance, if an operative fails to complete all specified tasks, the system flags it. This helps us address issues promptly and ensures that every job meets our quality standards. Additionally, the module has enhanced our data management. Surveyors now access all necessary information from one place, reducing research time from half a day to about an hour for damp and mould cases.
Mobysoft
How has the module impacted tenant satisfaction and overall service levels?
James Norton
We anticipate an increase in tenant satisfaction due to our improved response and resolution processes. By taking full ownership of damp and mould cases and ensuring thorough treatments, tenants are less likely to feel neglected. However, balancing this with operational efficiency is key, as more thorough handling of cases might extend completion times. Despite this, the overall aim is to ensure tenants feel valued and that their issues are addressed comprehensively.
Mobysoft
What efficiencies or cost savings have you observed since implementing the module?
James Norton
The most noticeable efficiency is the reduction in repeat visits. By resolving issues more effectively on the first visit, we save on the costs associated with multiple trips. Additionally, our surveyors have more time to focus on other tasks due to streamlined data access. The module has also helped us minimise waste; for example, ensuring that ordered materials are used effectively and not wasted.
Mobysoft
What are the key statistics you are monitoring, and how have they changed since implementing the module?
James Norton
Currently, around 6% of our properties require intervention for damp and mould issues, a relatively low figure compared to industry norms. Initially, we faced a higher rate of cases, but this was largely due to incomplete job closures. With the D&M module, we’ve improved our case management accuracy.
The training and support have been excellent. We were the first organisation to go live with the module remotely, which went smoothly due to proactive testing and engagement with our teams. The hypercare phase, where we received ongoing support and addressed issues in real-time, was particularly valuable. This approach fostered strong buy-in from our staff and ensured that the system met our needs effectively.
Mobysoft
How has the training and support from Mobysoft been?.
Darren Joyce
The training and support have been excellent. We were the first organisation to go live with the module remotely, which went smoothly due to proactive testing and engagement with our teams. The hypercare phase, where we received ongoing support and addressed issues in real-time, was particularly valuable. This approach fostered strong buy-in from our staff and ensured that the system met our needs effectively.
Mobysoft
Is there anything else you’d like to add about the partnership with Mobysoft?.Do you have any statistics on how RentSense has helped?
Darren Joyce
The partnership with Mobysoft has been a breath of fresh air. From initial discussions to implementation, the collaboration has been marked by a shared vision and effective communication. There’s been a genuine effort from Mobysoft to align with our goals and address our needs, which has significantly contributed to the success of this project.
