Housing-repairs case management for a London borough council
London borough council
- Challenge
- Tenants reported repairs by phone or email, which contact-centre staff logged in one system while the repairs contractor worked from another. Residents chased updates because nobody could see both sides, and the council's housing ombudsman complaints had doubled over two years, mostly about communication.
- Solution
- We built a repairs case-management module in the council's Dynamics 365 environment, with a Power App for the contractor's operatives and automated text updates to residents at each stage. Every contact, visit and photo sits on one case, and overdue jobs escalate to a housing officer automatically.
- Results
- Repairs-related ombudsman complaints down 46% year on year
- Chase calls about repairs reduced by roughly 1,800 a month
- Rolled out to 9,000 properties in 12 weeks
