Bromford LAB

A user-friendly categorisation of repairs that the team were able to interrogate. ‘What if’ they knew exactly what they needed - could we add a search functionality? Does this capture all our repairs obligations? Is it simple to understand? What sort of cross over between categories are there?

Tailored to the workstream - self help advice will be presented before raising a repair so that customers can see what quick fixes might prevent the need to wait in for an engineer - particularly for smaller, simpler jobs!

As a business, it would be really powerful to know why, especially in some basic maintenance tasks, customers don’t want to self-repair. This feedback can be used to design much more appropriate interventions in future, to reduce reactive repair capacity.