Interserve provides facilities management services including cleaning, fixtures and fittings and property and grounds maintenance for over 14,000 homes managed by East Thames. Read the story of how the Support Services team working on the East Thames project introduced an innovative smartphone-led process to improve the tenant problem reporting process from start to finish.
A smart solution
To not only improve communication, but also help streamline the maintenance service at East Thames properties, a QR code-based fault reporting app called FaultFixers was implemented by Interserve. QR code tags were installed in 150 locations, explaining to tenants they could scan the QR code using the app to report a fault in that area if there was one. Tenants could now add a new job and upload a photo of the problem, or check to see if the problem had already been reported on the app, instead of going through the telephone helpdesk and having to verbally describe what was wrong. Updates on the problem are sent to tenants via the app, with the option to be updated on all developments at the building as well.
Problems with problem-reporting
Innovation was desperately needed on the East Thames project after it had been voiced that there were problems with communication between Interserve’s tenant helpdesk and the tenants of East Thames properties. After problems and faults were initially reported, the lack of time available to helpdesk staff meant that often tenants were left in the dark about what was happening regarding the solution.
Adding value for the customer
Although still in the trial phase, the project has proved extremely popular with East Thames, as it has significantly improved the accuracy and speed of problems being logged. It also saves time and cost associated with sending a housing officer to a property to carry out an audit. This would have resulted in a number of issues being logged at one time which is difficult to manage. The app now enables this process to become a more consistent drip feed of problems that can be managed with ease.
Interserve is now looking to roll the programme out to 300 locations in total. The next step will be introducing QR codes to the homes of behaviourally challenged tenants, with the ultimate aim of it becoming standard across all East Thames properties.
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