Homes in Sedgemoor launch brand new VerseOne Repairs Portal
Homes in Sedgemoor are a Somerset-based, Arm’s Length Management Organisation (ALMO) managing Somerset Council’s homes, with over 10,000 people living in around 4,200 properties. With a Capita Self-Service Portal already in place, the Repair functionality of the platform was deemed to be ‘not up to the job’ which placed a huge burden on both their customer service team and the residents living in their properties.
Residents want - and expect - the ability to self-diagnose their repair, and to book their own repair appointment easily and efficiently at a time that suits them. Currently, the housing sector relies heavily on call centres to book and manage these repairs, leaving residents with lengthy calls to their landlord between 9:00am and 5:oopm as their only course of action.
Homes in Sedgemoor understood the need for self-serve repairs capabilities and approached VerseOne to help solve the problem. Our team set to work integrating the VerseOne Repair Portal with the existing Capita Portal, which enabled them to pull through information from their One Service Workforce Scheduling System. Not only has the use of this integration led to happier residents, but their customer service team use the same solution to raise repairs for residents as it’s faster and more efficient than accessing at least two internal systems.
This has also increased efficiencies for the appointments themselves by reducing the amount of no shows as residents can cancel and re-schedule their appointments if their circumstances change.
With 20 years of working in collaboration with housing providers, the VerseOne Customer Experience Solution is designed to give customers a better experience and to reduce operational costs. VerseOne understands the operational costs of delivery services have increased, while the regulator is driving landlords to deliver better customer outcomes and satisfaction.
This has been a great project to work on, and we’re glad to have helped Homes in Segdemoor increase their self-service capabilities and achieve operational efficiencies in the process. If you’d like to reduce costs and provide a better customer experience, talk to the VerseOne Housing Team to see how we can help.