Delivering housing repairs under pressure

Consumers’ need for quick responses from service providers demonstrates their mindset is becoming increasingly individual-centric.


Rapidly hiking consumer expectations, alongside the fact we are an increasingly time-poor society, has created the ‘Individual Economy’, or ‘IConomy’.

Each of us expects service providers to have apps and solutions which allow us to see our appointment progress in real-time.

Transparency and two-way communications on our smartphones are now a standard expectation.

The transparency provided by the likes of Uber, DPD, and Amazon is leading increasingly to consumers expecting the same from all the service providers they engage with.

Not only do consumers want visibility and transparency but they also want control.

The boom in “self-service” is becoming part of consumers’ everyday lives.

From self-checkout at the supermarket to mobile banking, consumers enjoy being free from long call centre queues and having control over their own lives.

Entrusting consumers with booking their own appointments makes them feel respected whilst having the convenience of accessing key information around the clock.

Providing residents with “Uberized”, real-time operative tracking, super accurate ETAs, and two-way communications not only gives a fantastic customer experience, but will also produce significant operational savings for RSLs across Britain.

However, it’s not only customers who are feeling the strain.

Ian Stewart, Commercial Sales Manager for Castleton: “With an industry average of 12% no-access failed appointments and each failed appointment costing around £70, it is business critical for Housing Authorities to reduce the time wasted and costs incurred associated with these failed appointments to improve services for social housing customers.”

Applying the success from leading brands and incorporating customer and field service engineer pain points, Localz advises on the key steps to ensure frictionless customer experiences in today’s digital age.

  • Be digitally available

Providing convenience means being digitally enabled on various platforms.

It is vital that you stay on top of the latest technology and ensure you know how your customers want to interact with you.

  •  Confirm and reassure

It is vital to provide customers with regular updates throughout the appointment life-cycle, from confirmation of the appointment, to a reminder the day before and the morning of, to real-time tracking and accurate ETA once the journey to the customer has started.

  •  “On my way”

On the day of the appointment provide the customer with a real-time location tracker of the service provider so they can check the platform instead of ringing the contact centre.

If there are going to be any changes to the appointment then the platform can be triggered to automatically provide push updates on the service provider’s ETA.

  • Empower Operatives

Enabling convenient two-way communication directly between customers and operatives helps streamline appointments and reduces calls to contact centres.

Provide contact centre staff with the same transparency so they can give a consistent and reliable message if a customer still decides to call.

  •  “Rate Your Service”

Asking consumers to “rate” and provide feedback on the service leads to consumers feeling important, cared for and, if you respond accordingly, listened to.

This is something that Uber has done very well.

By allowing consumers to rate their driver, it not only leads to customers feeling heard but it enables the organisation to increase the safety of the platform.

The outcomes of providing the score is of importance both to the consumer and the company alike.