Over the past three years, the use of remote video tools has seen a remarkable surge, irrespective of people's attitudes or comfort with technology. Previously, video was considered a last resort, perceived as overly complex and technical and reserved for rare situations when in-person meetings were not possible. However, video has now become an everyday tool embraced by people of all age groups.

Surprisingly, despite this widespread acceptance, there are still some UK housing providers that have not fully embraced video within their operations. This is leading to ineffective processes, rising operational costs, and an all-time low in tenant satisfaction.

For those who are still hesitant or uncertain about adopting a video solution, 8x8 is here to lend a helping hand and facilitate this transformative change. Check out how 8x8 Remote Fix is effectively resolving the top five issues that housing providers face today.

Effective management of damp and mould

The Issue

One of the top concerns facing UK housing providers is rising cases of mould. It is critical for providers to equip tenants with the necessary tools to detect, report, and repair mould issues in a timely manner.

The Solution

With 8x8 Remote Fix, agents can initiate immediate, zero-download video interactions with tenants. During these sessions, agents have the capability to record the session, capture screenshots, and annotate areas of concern at the tenant's property. This valuable information can then be shared with available maintenance officers, facilitating a first-step triage process that enables providers to prioritise repairs more effectively.

Increasing tenant satisfaction

The Issue

Tenants consider any issue, whether it's a leak or a faulty socket, as their utmost priority because it concerns their home. Housing providers face the challenging responsibility of balancing tenant satisfaction while also prioritising issues based on their urgency and necessity.

The Solution

Integrating a video solution into daily operations allows organisations to significantly enhance their engagement with tenants. It enables remote triage of minor repairs that might have previously taken weeks to resolve. Ultimately, this approach leads to improved tenant satisfaction by efficiently and effectively addressing their concerns and needs.

Proactive maintenance triage

The Issue

The cost-of-living crisis and inflation has dramatically increased operational costs of maintenance teams. Time and money is wasted each day on call-outs that could have been resolved remotely.

The Solution

Through a Remote Fix video interaction, contact centre agents gain a real-time understanding of a tenant's issue, whether it's a leaking tap, communal area fly-tipping, or damage to buildings such as graffiti. This information allows them to dispatch facilities and maintenance teams promptly with the appropriate tools to address the problem effectively. Embracing this proactive approach can substantially reduce unnecessary call-outs and ultimately elevate customer satisfaction levels.

Accelerate the allocations process

The Issue

One significant source of revenue loss in many housing organisations is due to void properties and home inspections. Although this is a key KPI for most housing officers they are ultimately forced to work on the tenants schedule.

The Solution

Remote Fix can also be used g to facilitate house inspections and viewings. They can schedule and conduct multiple inspections and viewings within a single timeframe. What used to require several weeks to showcase to various tenants can now be accomplished in a matter of hours, significantly saving time for the officers and cutting down on travel expenses.

Reduce staff burnout and turnover

The Issue

As the demand for social housing continues to grow each year, so does the workload of each employee within the organisation. This has resulted in large cases of staff burnout and high turnover rates.

The Solution

Providing staff with efficient and effective tools has become increasingly crucial. With 8x8 Contact Center and Communication APIs, internal processes can be automated, easing the workload for employees. Introducing video interaction allows teams to engage with tenants remotely, significantly cutting down on time wasted travelling offsite. This newfound time can now be directed towards other essential work priorities.

Effectively, when a housing organisation takes steps to incorporate video into their daily operations, they empower their teams to make change faster.

Begin your communication transformation journey and explore the possibilities of 8x8 Remote Fix.

Download the guide Remote Fix: Transforming Property Maintenance.