Improve the customer experience and extend the features of raising a repair to a Hackney property LIVE

Project details:

Organisation London Borough of Hackney
Department Housing
Collaboration Level Share Ideas
Budget £100k > £250k
Key Contact Jasmeen Sangha
Phase start 16 April 2018
Phase Estimated end 01 June 2018


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Hackney is undertaking a programme of work to develop the digital services necessary to ensure that tools for tenants, leaseholders and staff are so good, people prefer to use them.

Hackney has approximately 32,000 tenants and leaseholders. Its repairs contact centre receives 171,000 calls per year, which are roughly split between new requests and calls following-up existing requests.

This is one of three projects to improve repairs. The others will tackle the process of sending an operative to a job, and managing the finances around a repair. Problem to be solved The previous online repairs solution had low uptake whilst a number of frictions in the technology experience of handling calls frustrated residents and staff. The technology integrations between part of the repairs service are complex and cannot be monitored in realtime.

This project is designed to improve the current solution, ensure that the software in the repairs contact centre supports a high quality experience, and support the raising of communal repairs.




Status Updates