United Living Property Services

Oneserve has been a key element of United Living Property Services' (ULPS) (formerly DW Support Services) responsive repairs service for over eight years. They have 40,000 properties to manage and process around 160,000 repairs appointments through Oneserve every year.

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The challenge

ULPS has always held customer experience central to their service and by monitoring their responsive repairs operations closely, they identified a few key areas that would benefit from improvement, subsequently creating the following three goals:

1) To reduce the number of no access appointments.
2) To reduce the number of ‘avoidable’ calls received by the call centre.
3) To improve overall customer satisfaction.

Statistics showed that a no access appointment can cost up to £50 per appointment and upon further investigation, ULPS found that a significant number of the calls they were receiving were asking about upcoming appointments or the likely time of arrival of an operative. It was therefore clear, to be able to improve both of these inefficiencies, ULPS would need a solution that could provide appointment time updates akin to those often sent by couriers.

The solution

ULPS found a solution called Localz which tracks the location of an operative and provides real-time customer updates to keep tenants informed about the status of their appointments, including the estimated time of arrival. ULPS approached Oneserve to establish whether Localz could be integrated with our software so that appointments could be seamlessly booked, communicated and completed within one system. Due to our highly advanced integration processes, this was a straightforward process and we quickly set the integration up.

At Oneserve, we were so impressed with the solution, both in terms of the service it provides and quality of the software, that we have now included it in our product offering, making it available to any of our customers who wish to adopt it.

I would most definitely recommend using operative tracking and appointment updates. It is a perfect addition to the solution we already have, giving us an extra level of visibility and confidence that we are delivering an exceptional service to our customers.

Jonathan Evans, Business Improvement Manager

The results

In addition to providing customers with real-time status updates, ULPS are also now able to send a short survey to their tenants via SMS once the appointment has been completed. Previously they were reliant on the engineer completing this information on behalf of the tenant through a survey on their mobile device. There was doubt as to the accuracy of this information – were the tenants being truly honest whilst the operative was stood in front of them and was the operative entering the information verbatim? As Jonathan Evans, Business Improvement Manager at ULPS explains, these concerns have been completely removed:

“We are now confident that the customer feedback we receive is an accurate representation of the satisfaction levels. Our new process for gathering feedback is also a better experience for everyone – our tenants feel they can be honest and our engineers have one less job to do. As part of the survey, we have also asked tenants if they are happy with this new communication method and every single response has been ‘yes’.”

As well as improving the customer experience and capturing more accurate information, ULPS estimate that the real-time appointment updates have reduced their no access appointments by 45%. Jonathan expands on this further:

“The difference we have seen has been significant and the results have been really beneficial to our business. We have improved productivity, both on the road and in the call centre, and reduced associated re-work time such as additional travel and time spent contacting customers to rebook appointments.

“I would most definitely recommend using operative tracking and appointment updates. It is a perfect addition to the solution we already have, giving us an extra level of visibility and confidence that we are delivering an exceptional service to our customers.”

Stats

Vastly improved customer feedback

Stats

Reduced 'no access' appointments by 45%

Stats

Extra level of visibility