Yesterday we held a session exploring the 2.0 Home Maintenance offer, alongside colleagues from Repairs Support, Neighbourhood Coaches and our Starting Well Engineers.
A high level vision has already been drafted up, the challenges already documented - but what we wanted to know was how well the 2.0 view matched that of our front line colleagues.
If there were ever an issue with a customer’s home, or even a problem in the way we work to resolve them, the guys in the room will have experienced it.
- There are unnecessary processes getting in the way doing the right thing by the customer.
- It’s clear that helping our empty homes teams do the best job with the limited time they have will pay dividends further down the line, as little niggles take up lots of our time.
- We haven’t quite cracked the housing tour de force that could be neighbourhood coaches working closely with repairs engineers. Sometimes it’s working wonders, other times we’re left wanting or having to chase jobs a number of times - across all levels and areas of the business.
- Lastly, age-old policies still bind our arms and stop us being effective. The classics like fencing, decorating and outdoors space in general. Fortunately there are already projects underway in Repairs Support and Insight that we can tap into for more info.
This information will be used to build some more immediate tests, that will enable us to pursue our vision - maybe not all at once, but will at least get us moving closer!
Thanks to all for taking part - hope you enjoyed your first stint in the lab!