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November 2020
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Barnet Homes Launches In-house Repairs Team with Totalmobile to Improve Tenant Services

London housing association uses Totalmobile’s cloud-based job management solution Connect to power up a new in-house repairs service for residents

Totalmobile, the UK leader in Field Service Management software solutions, recently announced that it has provided the technology for Barnet Homes to successfully launch a new in-house repairs service that is dedicated to improving the way property maintenance is delivered to tenants. The provision, designed in consultation with residents and the housing association’s Performance Advisory Group, is shaped around delivering services in line with customers’ needs.

“Our vision is to deliver services efficiently, first time. To achieve that goal, we needed a modern integrated system that could handle everything from appointment booking to work planning in a highly unified and automated manner,” says Pete Davey, Head of IT, Barnet Homes. “Delivering the high-quality repair and maintenance services our residents expect and deserve depends on us having full visibility of our repairs teams at all times – and that’s exactly what Connect gives us, thanks to integrated job management and mobile working technologies.”

Providing a real-time snapshot of the performance of field operatives, the easy-to-configure solution has enabled Barnet Homes to streamline, automate and centrally manage its service delivery processes. The fully featured cloud-based solution provides all the scalability, integration with back-office systems and secure backup Barnet Homes needs to ensure its day-to-day operations are never compromised or disrupted.

Launched at the height of the coronavirus crisis, the new service has already proved a hit with residents.

“Even though Barnet Homes have only been using Connect for a short while, we can already see the benefits that this is delivering to our organisation,” continues Davey. “The dashboards provide us with the real time visibility and control we need and the transition to a cloud-based solution means we now have complete confidence in the security of all our tenant and organisational data.”

Barnet Homes is now using Connect to initiate a number of service enhancements that will significantly extend the portfolio of services delivered to residents. In August, just months after the initial service launch, Barnet Homes successfully brought the servicing and installation of gas heating appliances, as well as managing heating breakdowns, back in-house.

“Residents now have the confidence of dealing with our own operatives, plus we’re better able to manage the speed and quality of our response to residents’ needs. Connect not only enables us to better manage and coordinate our services on a day-to-day basis, it also gives us instant access to the data sets we need to determine the effectiveness and performance of the service and evolve our offering in line with new identified needs,” concludes Davey.

Jim Darragh, CEO of Totalmobile comments, “With Connect, Barnet Homes can use real time monitoring to trigger tasking into the work management system, increase workforce capacity with automation, and use a video-based diagnostic solution to reduce unnecessary site visits. It represents a huge milestone for the team and has been pivotal in helping it transform its operations and respond more effectively to the needs of residents.”

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