What were the primary challenges Greatwell Homes faced regarding damp and mould before partnering with Mobysoft?

Before we integrated Mobysoft’s RepairSense Damp & Mould Module, we had fairly robust processes in place. However, our major challenge was the reliance on human oversight. While we had established SLAs and adequate resources, the verification of job completions and case management was subject to human error. For instance, if an operative closed a job but incorrectly marked it as complete, it could lead to an oversight. Mobysoft’s platform introduced a crucial safety net, automatically verifying each job against our predefined rules. This enhanced our confidence in the accuracy of our case management, even though our case rate was already relatively low, between 5% and 6%. The RepairSense Damp & Mould Module has given us that assurance – we now know no jobs will be missed and it also identifies any errors. It is critical for us with compliance.

How did the implementation of the RepairSense Damp & Mould Module go?

The implementation was straightforward. The IT setup was completed in a couple of weeks, and the support from Mobysoft’s project manager, David Unwin, was excellent. He provided regular updates and was transparent about any issues. The feedback loop with our customer success manager at Mobysoft, Zoe La Brow, was also beneficial; her suggestions helped refine our processes to better align with the system. Overall, the implementation felt collaborative rather than just a hand-off of a product.

How has the RepairSense Damp & Mould Module integrated into your existing repairs and maintenance processes??

The integration has been very effective. For example, we’ve restructured our approach to delivering mould kits. Previously, we would send out kits and rely on customers to follow up if the issue persisted. Now, we handle all the treatment ourselves and use the RepairSense Damp & Mould module to track progress. This change ensures that every treatment is properly documented and that follow-up actions are systematically managed. We’ve also adjusted our procedures for carded jobs – these are jobs where operatives have attended but haven’t been able to access the property and have left a card for the tenant asking them to contact us –  ensuring that cases remain open if the customer is not available. This goes some way towards reducing the likelihood of repeat visits.

Can you provide examples of how the Damp & Mould Module has improved your processes?

One significant improvement is in how we handle incomplete jobs. For instance, if an operative fails to complete all specified tasks, the system flags it. This helps us address issues promptly and ensures that every job meets our quality standards. Additionally, the module has enhanced our data management. Surveyors now access all necessary information from one place, reducing research time from half a day to about an hour for damp and mould cases.

How has the module impacted tenant satisfaction and overall service levels?

We anticipate an increase in tenant satisfaction due to our improved response and resolution processes. By taking full ownership of damp and mould cases and ensuring thorough treatments, tenants are less likely to feel neglected. However, balancing this with operational efficiency is key, as more thorough handling of cases might extend completion times. Despite this, the overall aim is to ensure tenants feel valued and that their issues are addressed comprehensively.

What efficiencies or cost savings have you observed since implementing the module?

The most noticeable efficiency is the reduction in repeat visits. By resolving issues more effectively on the first visit, we save on the costs associated with multiple trips. Additionally, our surveyors have more time to focus on other tasks due to streamlined data access. The module has also helped us minimise waste; for example, ensuring that ordered materials are used effectively and not wasted.

What are the key statistics you are monitoring, and how have they changed since implementing the module?

Currently, around 6% of our properties require intervention for damp and mould issues, a relatively low figure compared to industry norms. Initially, we faced a higher rate of cases, but this was largely due to incomplete job closures. With the D&M module, we’ve improved our case management accuracy.

How has the training and support from Mobysoft been?.

The training and support have been excellent. We were the first organisation to go live with the module remotely, which went smoothly due to proactive testing and engagement with our teams. The hypercare phase, where we received ongoing support and addressed issues in real-time, was particularly valuable. This approach fostered strong buy-in from our staff and ensured that the system met our needs effectively.

Is there anything else you’d like to add about the partnership with Mobysoft?.

The partnership with Mobysoft has been a breath of fresh air. From initial discussions to implementation, the collaboration has been marked by a shared vision and effective communication. There’s been a genuine effort from Mobysoft to align with our goals and address our needs, which has significantly contributed to the success of this project.