Supporting Maintenance of Social Housing
Barnet Homes, a subsidiary of Barnet Council in North London, has launched an in-house repairs service with field service management software from Belfast-based Totalmobile.
Designed in consultation with local residents and Barnet Homes' Housing Association Performance Advisory Group, the new maintenance platform provides real-time snapshots of the performance of field operatives.
With easy configuration, the solution enables the organisation to streamline, automate and manage its service delivery processes centrally. The cloud-based software also provides all the scalability, integration with back-office systems and secure backup Barnet Homes needs to ensure its day-to-day operations are never compromised or disrupted.
Launched during the Covid-19 pandemic, the new service is already proving a hit with residents.
Barnet Homes is now using Connect to initiate a number of service enhancements that will significantly extend the portfolio of services delivered to residents. In August, just months after the initial service launch, Barnet Homes successfully brought the servicing and installation of gas heating appliances, as well as managing heating breakdowns, back in-house.
Jim Darragh, CEO of Totalmobile, comments: "With Connect, Barnet Homes can use real time monitoring to trigger tasking into the work management system, increase workforce capacity with automation, and use a video-based diagnostic solution to reduce unnecessary site visits. It represents a huge milestone for the team and has been pivotal in helping it transform its operations and respond more effectively to the needs of residents."
Pete Davey, Head of IT, Barnet Homes, adds:
"Our vision is to deliver services efficiently, first time. To achieve that goal, we needed a modern integrated system that could handle everything from appointment booking to work planning in a highly unified and automated manner.
"Delivering the high-quality repair and maintenance services our residents expect and deserve depends on us having full visibility of our repairs teams at all times – and that’s exactly what Connect gives us, thanks to integrated job management and mobile working technologies.
"Even though Barnet Homes have only been using Connect for a short while, we can already see the benefits that this is delivering to our organisation.
"The dashboards provide us with the real time visibility and control we need and the transition to a cloud-based solution means we now have complete confidence in the security of all our tenant and organisational data.
"Residents now have the confidence of dealing with our own operatives, plus we’re better able to manage the speed and quality of our response to residents’ needs. Connect not only enables us to better manage and coordinate our services on a day-to-day basis, it also gives us instant access to the data sets we need to determine the effectiveness and performance of the service and evolve our offering in line with new identified needs."