Coupled with the first year of Awaab’s Law, there is no room for inefficiencies or delays. 

Providers must adopt robust processes that address tenant needs, streamline operations, and ensure compliance.

This guide draws on our experience working with providers across the sector, insights from user-centred design, and the latest government guidelines to suggest ways to set up and operate a dedicated damp and mould team more effectively. This advice could also be applied to repairs teams who are no doubt facing similar challenges.

By implementing these solutions, your damp and mould team can move from reactive firefighting to proactive, efficient operations that safeguard tenant health increase satisfaction and comply with regulations.

Contents

• The challenge
• Why getting it right matters
• What housing providers are doing now
• The solution
• Capture the right information
• Automate manual processes
• Integrate Mould Inspectors into schedulers
• Prioritise follow-ups and case management
• The future of damp and mould

The challenge: Increasing cases and changing regulations

The UK’s housing stock is among the oldest in Europe, with 38% of homes built before 1946 and only 7% constructed after 2000. This ageing infrastructure, coupled with inadequate maintenance and energy efficiency measures, creates the perfect conditions for damp and mould. 

The health risks associated with damp and mould are significant. Exposure can worsen respiratory conditions such as asthma, particularly affecting children and vulnerable individuals. These risks are particularly concerning in the social housing sector, where residents may have fewer resources to mitigate the impact of poor housing conditions. 

For housing providers, the consequences of not addressing these issues go beyond health—tenant satisfaction, compliance, and reputation are all on the line.

As the weather changes and damp and mould reports spike, social housing providers must be prepared to respond swiftly and efficiently. A proactive approach is no longer optional; it’s essential for compliance with Awaab’s Law and for ensuring tenants live in safe and healthy homes.

Why getting it right matters

The first year of Awaab’s Law is critical. The Housing Ombudsman has made it clear that non-compliance won’t be tolerated, encouraging tenants to report providers who fail to act. 

Beyond compliance, the reputational and financial risks of special measures or fines can jeopardise long-term operational viability.

A well-organised damp and mould team isn’t just about avoiding penalties; it’s about building trust with tenants by addressing issues effectively and improving their living conditions.

What housing providers are doing now

Some providers are taking proactive steps by setting up dedicated damp and mould teams. However, these teams often face operational hurdles, including:

• Missing case details: As a result of not asking the right questions or offering guidance on the types of information tenants should provide. 
• Manual data entry: Double-keying tenant-submitted information taking away from higher-value activities like triaging and prioritising cases.
• Missing household data: Health conditions are essential data points, and a housing provider needs to ensure risk is accurately assessed and cases are prioritised accordingly. This was a key failure in the Grenfell tragedy.
• Inefficient scheduling: Mould inspectors are excluded from automated repair schedulers, leading to delays and manual workload.

These inefficiencies impact the number of repairs that can be completed and put providers at risk of failing to meet the repair timelines mandated by Awaab’s Law.

The solution: Setting up an efficient damp and mould team

At Made Tech Housing, we’ve partnered with social housing providers to solve complex operational challenges through user-centred design and cutting-edge technology. Our guidance is informed by government regulations, customer insights, and proven practices that drive efficiency and compliance.

Here’s how you can set up an effective damp and mould team, or improve your current case management processes within your repairs team. 

1. Capture the right information

What teams are doing now:
Providers often rely on tenant webforms to capture limited details about damp and mould issues. These forms rarely prompt tenants for critical information, such as the health status of household members or the scale of the problem. Without this context, triage teams struggle to prioritise cases effectively, leading to delays in addressing high-severity incidents.

Why this isn’t effective:
Incomplete data prevents repair teams from preparing adequately. In some cases, tenants are asked to repeat their information multiple times, eroding trust and delaying resolutions.

What you should do:
Ensure tenant reporting systems collect detailed, actionable data:

• How and when the issue started.
• The perceived cause and any attempted treatments.
• Photos or videos showing the damage.
• Health information for prioritising vulnerable households.

Additionally, adopt user-friendly reporting methods. For instance, asking one question per page with clear hint text ensures tenants provide accurate and complete answers.

By capturing this data upfront, you can streamline triaging and ensure the right resources are allocated to each case.

2. Automate manual processes

What teams are doing now:
Many teams rely on manual processing and data entry, re-entering tenant information from web forms into other systems. This double-keying is time-consuming and takes focus away from critical activities like follow-ups and prioritising severe cases.

We’ve also seen cases where teams aren’t notified about new, incoming reports – particularly where the provider is using a web form. This adds a delay in the triage and response time, meaning some reports slip through the cracks. 

Why this isn’t effective:
Manual data entry increases the risk of errors, slows down responses, and places unnecessary administrative burdens on repair teams.

What you should do:
Adjust your current processes or adopt a platform like Made Tech Housing’s Damp and Mould module, which:

• Flags incoming reports, including priority cases so these can be addressed first
• Captures tenant data seamlessly and transfers it into other housing management and repairs systems
• Eliminates manual scheduling and double-keying
• Frees teams to focus on compliance and high-priority cases

Automation of these processes eliminates manual processes, double keying and human error. Above all else, you need a system that can identify and flag vulnerable tenants and serious cases so that these can be triaged and addressed immediately. This will ensure you can meet the timelines mandated by Awaab’s Law, while also improving tenant satisfaction by delivering faster resolutions.

3. Integrate Mould Inspectors into scheduling systems

What teams are doing now:
In many cases, Mould Inspectors are excluded from automated scheduling tools used for other trades. Instead, providers rely on manual calendar systems to allocate jobs, which leads to inefficiencies and missed opportunities for dynamic rerouting.

Why this isn’t effective:
Manual scheduling of inspections is time-consuming for team members: it requires someone to check a calendar and then contact the tenant to confirm their availability. If a tenant isn’t immediately contactable, the team member then has to reattempt contact at a later point, all adding to the mental load of the team and taking them away from the critical task of triaging cases and deciding the best course of action. 

What you should do:
Integrate Mould Inspectors into your existing repair scheduling systems. This allows for:

• Automated allocation of jobs based on priority.
• Dynamic rerouting to handle emergencies efficiently.
• Reduced downtime between appointments.

Providers already using automated tools for plumbers and electricians can extend these systems to include inspectors, improving operational efficiency and compliance. 

Our Damp and Mould module integrates with all major schedulers out of the box – and we can even help your team set up your inspectors in your scheduler.

4. Prioritise follow-ups and case management

What teams are doing now:
Follow-ups often fall by the wayside as teams focus on incoming reports. Cases marked as resolved may resurface if repairs are ineffective, leading to tenant dissatisfaction and non-compliance risks.

Why this isn’t effective:
Unresolved or recurring issues not only harm TSM scores but also increase the workload for teams already stretched thin.

What you should do:
Implement automated follow-up notifications to tenants, asking them to confirm whether repairs have resolved the issue. Systems like our Damp and Mould module can:

• Flag unresolved cases for immediate attention.
• Highlight priority cases using stored health and household data.
• Strengthen trust with tenants by demonstrating ongoing care.

The future of damp and mould

Damp and mould aren’t going away, but with a dedicated team, efficient processes, and the right tools, social housing providers can rise to the challenge. By acting now, you can ensure compliance with Awaab’s Law while improving tenant satisfaction and living conditions.

At Made Tech Housing, we’ve worked with providers across the sector to design solutions that work. Our Damp and Mould platform is easy for tenants to use and helps housing teams focus on what matters: creating safe and healthy homes. We estimate that our new platform can save organisations fully or partially reliant on manual triage, appointment management and follow-ups £1500 per agent, per month, or 66% of the current costs associated with managing damp and mould cases.

You can get started with our Damp and Mould module in just 48 hours and take advantage of the immediate operational efficiencies and benefits outlined in this guide. 

The post How to set up your damp and mould team: A guide for social housing providers appeared first on Made Tech.

Missed appointments are a significant issue for social housing providers, costing an average of £112.52 per missed appointment outside London and around £150 within London. 

Inside Housing data suggests that around 30% of all appointments with tenants are missed, resulting in high costs and lost time for repair teams. This issue impacts resident satisfaction, housing team efficiency, and overall service quality. 

To address this, housing teams need to understand the key factors driving missed appointments and consider how technology and better communication can help minimise these occurrences.

Factors contributing to missed appointments

Through extensive discussions with over 60 social housing providers and insights gathered from contact centre staff, housing managers, and repairs operatives, we’ve identified common patterns and root causes. 

We’ve also consulted resident research groups and digital literacy groups, testing our range of specialist social housing products with them to ensure they address these barriers effectively. 

By sharing these findings, we aim to empower you with practical knowledge informed by other organisations and tenants, to help improve scheduling efficiency, minimise costs, and ultimately enhance the resident experience.

1. Lack of timely notifications 

Often, residents don’t receive appointment details promptly, particularly when information is sent via post. Letters may arrive too late, or specific times may not be convenient.

Solution: Use a mix of digital communication methods, such as SMS and email, which are faster and more reliable for reaching residents with appointment details. 

See more on how flexible scheduling can reduce missed appointments here.

2. Insufficient reminders

Without reminders, many people simply forget about their scheduled appointments, a common issue across sectors including healthcare.

Solution: Implement automated reminder systems that send SMS and email notifications close to the appointment date.

3. Difficulty rescheduling

Limited call centre hours or lack of alternative contact options can make it challenging for residents to adjust appointment times to fit their availability.

Solution: Provide multiple options for rescheduling, such as online portals, automated telephone systems, or a text-based service accessible 24/7. 

4. Delayed processing by contact centres

Even if a resident responds, delays in processing can mean that changes to appointments don’t reach the repairs team in time. This is particularly problematic if contact centres are only available during standard business hours.

Solution: Integrate scheduling systems so that changes are updated in real-time for both contact centres and repairs teams.

5. Unclear appointment information

Confusion around the exact time, location, or purpose of the appointment can lead residents to misunderstand or overlook it.

Solution: Ensure all communications are clear and detailed, providing explicit information on the date, time, purpose, and any preparation the resident may need to make.

6. Low digital literacy or technology access

While digital notifications and scheduling options are beneficial, not all residents may have access to digital tools or feel comfortable using them.

Solution: Offer alternative communication methods such as phone reminders or paper notifications alongside digital options, ensuring accessibility for all.

7. Lack of trust in service reliability

Previous experiences with rescheduled or cancelled appointments may reduce residents’ motivation to prioritise future appointments.

Solution: Build consistency in appointment scheduling and communicate any unavoidable changes clearly to help rebuild trust and show commitment to reliability.

8. Health and personal issues

Unforeseen health or personal issues can prevent residents from attending scheduled appointments, particularly for those with chronic conditions.

Solution: Allow for flexible rescheduling, making it simple to cancel or reschedule when personal or health issues arise.

9. Cultural or language barriers

Language or cultural differences may lead to misunderstandings about the appointment details or importance.

Solution: Provide multilingual support and ensure communications are accessible to diverse communities, reinforcing the importance of the appointment.

Read more about the strategies social housing providers are using to overcome the biggest issues is housing repairs here. 

Summary of key factors and solutions

Missed appointments in social housing are often due to communication gaps and limited accessibility. Residents may not receive timely notifications, struggle with inflexible rescheduling options, or lack trust in the service due to past cancellations. Limited digital access or literacy, along with health, cultural, or logistical barriers, also hinder attendance.

To address this, housing providers should adopt a multi-channel communication strategy with SMS, email, and automated reminders. Providing 24/7 self-service rescheduling options helps residents manage appointments at their convenience. Clear, consistent communication and reliable service build trust, while alternative communication methods and flexible scheduling accommodate diverse resident needs. 

Reasons for missed appointments

• Didn’t receive the appointment notification in time (particularly by post).
• No reminder was sent, leading to forgotten appointments.
• Limited options for changing or rescheduling the appointment.
• Delays in processing appointment changes within contact centres.
• Unclear appointment details.
• Limited access to or familiarity with digital tools.
• Low trust in appointment reliability.
• Health or personal challenges.
• Cultural or language barriers to understanding appointment information.

Recommended solutions

• Use faster, more reliable notification methods like SMS and email.
• Send automated reminders via SMS and email.
• Offer 24/7 options for rescheduling, including online portals and text-based systems.
• Ensure contact centres have real-time access to scheduling changes to avoid delays.
• Provide clear, detailed appointment information.
• Offer alternative communication channels for residents with low digital literacy.
• Build trust with consistent, reliable service.
• Simplify rescheduling for those with health or personal difficulties.
• Ensure multilingual and culturally sensitive communication.

By addressing these common challenges, housing teams can reduce missed appointments, saving time and resources while improving the resident experience. Implementing flexible scheduling and diverse communication channels helps residents stay informed and empowered to manage their appointments, resulting in higher attendance rates and more efficient service delivery.

We’re addressing this costly issue with Inspection Scheduling, our product dedicated to streamlining the process of booking mandatory inspections. With Inspection Scheduling, tenants will receive automated communications to book an appointment time that suits them, with reporting tools to enable your team with the data they need to track these appointments and comply with auditors.

The post Top 9 causes of missed appointments in social housing—and how to prevent them appeared first on Made Tech.

In response to the tragic death of Awaab Iwaab, a two-year-old from Rochdale who died due to a respiratory condition brought on by extensive mould, the guidance from the Department for Levelling Up, Housing and Communities (now MHCLG) was clear: “Where people complain about damp and mould, you must listen; where you find them, you must take prompt action”. Specific timelines for response to such issues will be included in “Awaabs Law”, which is set to become law in the next parliamentary session. 

1) Make reporting easier 

At the heart of this challenge is the need for tenants to have accessible, user-friendly channels to report damp and mould issues to their providers. 

Historically, the processes for reporting such problems can be cumbersome, with tenants telling us that their reports of damp and mould aren’t answered quickly enough. The delay in acknowledging and responding to the issue can exacerbate it, leading to more severe problems and endangerment of residents’ health.

A streamlined, easily accessible reporting system is crucial. It empowers residents to report issues as soon as they arise, enabling landlords to respond more promptly to and track the issue pre and post-repair.

In a digital age, where most people are accustomed to instant communication and service access, housing providers must offer tools that meet these expectations. Our new Damp and Mould module has been designed with this in mind—providing a simple, stress-free process for residents to report damp issues 24/7, including the ability to upload photos, add details, and schedule inspections.

2) Leverage AI to enhance triage and inspection processes

The introduction of AI into the triage and inspection process marks a significant advancement in how damp and mould issues can be handled. With our Damp and Mould module, AI assists service teams in assessing the severity of reported issues, utilising computer vision to analyse images submitted by residents, flagging the most severe cases. This allows housing repair teams to prioritise their response to these cases more efficiently, ensuring they are addressed promptly and in line with the timelines mandated by Awaab’s Law.

3) Enhance resident experience and compliance through innovation

By making it easier for residents to report damp and mould issues, and by ensuring these reports are handled swiftly and efficiently, housing providers can significantly improve the quality of life for their tenants. This is not just about meeting legal requirements—it’s about building trust and demonstrating a commitment to resident wellbeing.

Our new Damp and Mould module embodies this commitment. It offers a seamless, end-to-end solution that integrates reporting, triage, and inspection into a single, user-friendly platform. For housing managers and repairs teams concerned about how to effectively manage damp and mould cases,  this module represents a step forward.

Learn more about our new Damp and Mould module here.

The post 3 proven strategies for social housing providers to effectively handle damp and mould issues appeared first on Made Tech.

As indicators of tenant satisfaction, TSMs offer a valuable, quantifiable measure of the tenant experience, from repairs and maintenance to communication and complaint handling. 

With increasing emphasis on tenant experience from the Regulator of Social Housing (RSH), social housing providers must provide a consistent and positive experience. Getting this right at the initial point of contact can greatly influence tenant satisfaction and the ongoing relationship they have with that tenant, shaping TSM scores, reducing complaints, and building trust. 

What are Tenant Satisfaction Measure (TSM) scores?

Tenant Satisfaction Measures (TSMs) are a suite of performance metrics established by the RSH in partnership with the National Housing Federation (NHF). 

These measures, which are crucial for compliance, are designed to assess key areas of tenant interaction, such as repairs, safety, customer service, and responsiveness to complaints. 

TSMs gauge how effectively housing providers meet tenant needs and uphold housing standards. The scores are based on tenant feedback, making them a direct reflection of the tenant experience and an essential benchmark in social housing.

Why are TSM scores important?

Raising housing standards

TSM scores play a central role in maintaining regulatory compliance, especially given the RSH’s commitment to raising housing standards. These measures are vital for helping housing providers track, report, and improve their performance in critical areas. 

Fiona MacGregor, Chief Executive of RSH, said:

“Social landlords must keep tenants safe in their homes, listen to what they say and put things right when needed. We are introducing new standards to drive improvements in social housing, and we will actively inspect landlords to check they are meeting them.”

High TSM scores can enhance a provider’s reputation and reduce regulatory risk, while consistently low scores may lead to heightened scrutiny, interventions, and potential sanctions. 

Beyond the RSH, maintaining strong TSM scores aligns providers with best practices, ensuring they not only meet minimum standards but also proactively improve the tenant experience.

Increasing tenant satisfaction

TSM scores are intrinsically linked to tenant satisfaction. When scores are high, it signals that a provider is responsive, transparent, and attuned to tenant needs. 

Conversely, low TSM scores often correspond to high complaint volumes, impacting both trust and reputation. 

In cases of persistent issues, tenants have the right to escalate complaints to the Housing Ombudsman, whose role is to ensure that providers handle grievances fairly. The Ombudsman’s involvement can place providers under additional scrutiny, highlighting the importance of strong TSM scores in fostering a positive tenant-provider relationship. 

Data underscores this link: social housing providers with low TSM scores often face higher volumes of formal complaints and escalations to the Ombudsman, adding both financial and reputational costs.

Most common low-scoring TSM areas

We have reviewed published data from over 25 councils and housing associations and have identified the areas where scores seemed consistently low. 

Repairs and maintenance responsiveness

Delays in responding to repair requests, coupled with inflexible scheduling and high no-show rates, often lead to low satisfaction. Missed appointments cost providers an average of £112.52 outside London, and up to £150 within London—a significant financial burden that reinforces the need for reliable, tenant-centric repair processes​. 

We have suggested several solutions to the common issues associated with scheduling missed repairs appointments in our blog here. 

Quality of communication

Transparent, timely communication is essential for tenant satisfaction, especially during the repair process. When tenants lack regular updates on repair timelines or status, they may feel neglected or undervalued, leading to increased complaints. Providing real-time tracking and status updates, as demonstrated in the private sector by courier services, can greatly reduce these issues.

Complaint handling and transparency

Clear and accessible complaint channels are essential for managing grievances. When tenants experience delays in complaint responses or feel their issues aren’t taken seriously, their satisfaction—and TSM scores—are directly impacted.

Key factors affecting tenant satisfaction scores in repairs

Time and time again we’ve highlighted the key factors that negatively impact these scores. Earlier this year we published our 2024 Insights Report which includes strategies other social housing providers use to address these issues which we see as the biggest culprits when it comes to complaints and low scores.

Here are the big four:

1. Difficulty reporting repairs: Limited channels, slow response times, or confusing reporting processes can frustrate tenants and hinder quick resolution.
2. Missed repair appointments: Frequent missed appointments or delays are a significant cause of dissatisfaction, impacting tenants’ confidence in their provider’s reliability.
3. Lack of communication and transparency: tenants expect timely updates on repairs and appointments; without these, frustration grows, and complaint volumes increase.
4. Inflexible appointment scheduling: Restrictive scheduling options that don’t consider tenants’ varied availability often result in missed appointments and low satisfaction.

These issues are prevalent across the social housing sector, and resolving them can significantly improve both TSM scores and the overall tenant experience. We believe that we have created solutions to these challenges through our suite of specialist social housing products. 

These products came from a need to improve the tenant experience and true to that commitment, we test every aspect of our product with tenants from across the country to make sure everything is tenant-approved

How to improve your tenant satisfaction scores

Improving TSM scores and reducing complaints requires a tenant-first approach focused on convenience, transparency, and accessibility. Below are practical strategies for enhancing the first point of contact with tenants, leveraging technology and proactive communication to build trust and satisfaction:

1. Streamlined repair reporting

Implementing an accessible, user-friendly reporting platform can make a significant difference. Offering an online app where tenants can report issues, upload photos, and track the status of repairs empowers tenants while providing them with a sense of control over their living environment. 

A streamlined repair reporting process not only accelerates issue resolution but also enhances transparency, as tenants can check on the status of their request without needing to contact the housing provider directly. 

Automated notifications for appointments and completed repairs further ensure tenants remain informed at every stage.

2. Flexible appointment scheduling

Flexible scheduling options are critical for reducing missed appointments and ensuring repairs are completed promptly. 

By allowing tenants to choose appointment times that suit their availability, providers can reduce no-shows and enhance satisfaction. 

This approach has seen success in other sectors, such as healthcare, where self-scheduling and automated reminders have reduced missed appointments to as low as 2%​. 

When tenants have control over their schedules, they’re more likely to be present and prepared for appointments, leading to higher attendance and fewer missed opportunities to resolve repair issues.

3. Improved communication

Transparent, consistent communication throughout the repair process builds trust and prevents many issues from escalating. 

Providers can implement two-way communication tools that allow tenants to engage directly with housing teams, receive real-time updates, and ask questions as needed. 

This level of engagement reassures tenants that their concerns are valued, while also reducing strain on contact centres, as tenants can access information proactively. 

Clear communication—particularly through multiple channels, such as SMS, email, and tenant portals—ensures that all tenants, regardless of their preferred contact method, feel informed and involved.

4. Customisable tenant preferences

Recognising and accommodating tenants’ individual preferences can greatly enhance satisfaction.

Providing options for tenants to select their preferred communication method—whether SMS, email, or phone—and language creates a more inclusive experience. 

This flexibility, coupled with clear, user-friendly interfaces, empowers tenants to engage with housing services on their terms, further reinforcing positive first impressions and trust in their provider.

5. Feedback loops for continuous improvement

Finally, implementing feedback loops enables providers to gather tenant insights and continuously refine their services. 

Following a repair or service interaction, inviting tenants to provide feedback allows providers to identify and address recurring issues or pain points. 

This proactive approach demonstrates a commitment to improving the tenant experience and can uncover valuable insights for further enhancing TSM scores and service delivery.

Conclusion

By investing in transparent, flexible, and tenant-friendly processes, housing providers can not only comply with regulatory standards but also foster a more positive, supportive relationship with tenants. 

High TSM scores reflect a provider’s commitment to tenant well-being, contributing to retention, a positive reputation, and overall success in social housing.

If you’re ready to enhance tenant satisfaction and elevate your TSM scores, consider exploring how Made Tech’s specialist social housing product suite can streamline these processes and provide a tenant-centric experience. 

We’re always happy to provide a demo to show you how our products simplify housing repair reporting, scheduling, and communication, allowing your team to exceed TSM benchmarks and strengthen tenant relationships.

The post Factors affecting tenant satisfaction scores appeared first on Made Tech.

But none of that is any use if you can’t get access to a tenant’s property to carry out the required inspection.

One provider we spoke to recently told us that missed gas safety appointments alone cost them £750,000 a year. And the problem of no access is so bad that they’ve had to hire two full-time employees just to manage and rearrange inspections. 

Three-quarters of a million pounds is a lot of money to leave on the table for an organisation that’s constantly having its budget squeezed.

With increased responsibilities and costs on the horizon in response to the Safety and Quality Standard – the team and I are determined to find a solution that unlocks the hundreds of thousands of pounds being wasted on inefficient processes. 

The pitfalls of traditional appointment scheduling

For a long time, I’ve observed outdated and inconvenient ways of booking compliance inspections. 

Believe it or not, the primary way the team and I have seen councils try to book their appointments is by letter. A letter that includes a fixed appointment date and time and a telephone number they can call to arrange a meeting. 

This approach assumes that tenants are available during standard working hours and will receive, read, and act upon the letter.

But in reality, we know that people have other commitments such as work, childcare and other responsibilities that mean they can’t be at home all day, or make that call during open hours because of shift work. 

Then what?

This rigidity in the booking process is the primary reason why access rates are often so low. 

Our data shows that the average cost of a missed appointment is £112.52 – £150 if you’re based in London.

Based on our calculations, the cost of missed appointments for a social housing provider with 5000 stock outside London, totals £506,340.

Scale that up to a housing association with 20,000 stock, the price of this problem totals a whopping £2,025,360.

Here’s what this looks like for social housing providers of different sizes:

The need for a tenant-centred approach

The key to solving this issue lies in shifting to a tenant-centred approach. One that recognises and accommodates the diverse schedules of tenants and bins off relying solely on letters.

Rather than dictating appointment times that don’t work for tenants, landlords should provide tenants with the ability to choose a time and day that works best for them. 

Trials of similar approaches have proven successful in the NHS. Self-service appointment systems and appointment reminders have been found to reduce DNAs (Did Not Attend) to just 2%. 

We should be replicating this in social housing. 

Food and package delivery services are also using reminders and delivery rescheduling respectively to make sure customers are home at the point of delivery – which is great for their delivery rates – but also for customers who are more likely to be handed their goods personally.

If we can give tenants access to a scheduling system that reflects the availability of inspection teams, then access rates will increase. This not only respects the availability of tenants but also increases the likelihood of successful inspections, reducing the number of missed appointments and the associated costs.

In a world where convenience is increasingly expected, providing these options is not just a luxury; it is a necessity.

Introducing Inspection Scheduling 

Recognising the need for a more flexible, efficient system, the housing products team and I, have developed Inspection Scheduling, a tool that incorporates all of these suggestions to increase access rates. 

We’ve modelled data with current customers and other housing associations, which shows that Inspection Scheduling could cut 60% of compliance job admin costs.

We’ve built a cost savings calculator so that you can see your potential savings.

In the example we gave earlier, this tallies up to savings of £303,804 for a social housing provider with 5000 housing stock.

We also recognise the importance of compatibility and integrations to further automate the process.

Via our out-of-the-box integrations with common workforce schedulers, tenants can select their preferred appointment times through a user-friendly interface, receive reminders, and reschedule if necessary—all without needing to navigate cumbersome phone systems or wait for office hours.

This not only simplifies the process for tenants but also provides housing teams with a clear, organised view of upcoming inspections, allowing them to manage resources more effectively and reduce the number of missed appointments. All communication attempts are logged for audit purposes. 

View our Inspection Scheduling page for a full list of features.

A better experience for all

The benefits of this new approach are clear. 

For tenants, it means greater control over their schedules, reduced anxiety about missing important safety checks, and a more positive experience with their housing provider. 

For housing teams, it means fewer missed appointments, greater compliance coverage, and ultimately, safer homes for tenants.

As the social housing sector continues to evolve, we must embrace technology and innovation to improve the resident experience. Inspection Scheduling is a vital step in this direction, offering a solution that meets the needs of both tenants and housing providers. 

By making the booking process more convenient and accessible, we can ensure that safety inspections are completed on time, every time, providing peace of mind for all involved.

The post Reduce missed appointment and ‘no access’ costs with tenant-led scheduling appeared first on Made Tech.

• High call centre running costs
• Lower first-time fix rates 
• More complaints
• Missed appointments
• Less trust between residents and housing providers 

Our report draws from extensive research and insights from conversations with our customers, housing leaders, and resident engagement groups to understand more about how they have overcome these issues through the implementation of new technology and processes.

We’ve outlined the five most pressing challenges social housing providers face and offer actionable solutions used by our customers and other providers.

In this report, we will show you how to:

• Efficiently allocate resources to priority repairs
• Drive down follow-up contact
• Create visibility and transparency around repairs to residents, repair and contact centre agents
• Increase trust between residents and social housing providers
• And more…

Failure to address these repairs challenges can lead to costly inefficiencies and lower resident satisfaction for social housing providers.

By downloading the report you will get instant access to the strategies used by social housing providers to address specific challenges in social housing, exploring why they are problematic, the impact on both residents and providers and how they can be effectively solved through new processes or technological solutions.

The post 5 strategies to overcome the biggest issues in social housing repairs [Free Download] appeared first on Made Tech.

Created in conjunction with other attendees from local authorities across the UK, the Co-Production Framework outlines ten core principles designed to ensure that new software and technologies are built collaboratively, not just by senior stakeholders but with direct input from those using these tools. 

Here’s a closer look at these 10 principles and why they matter.

Contents

1. Prioritise engagement
2. Take an outcome-focused approach
3. Be led by the community
4. Be inclusive
5. Diversify mechanisms for engagement
6. Incentivise participation
7. Engage your community
8. Create confidence
9. Ensure accessibility and usability
10. Comply with governance

1. Prioritise engagement

Given resource constraints, it’s essential to prioritise engagement efforts strategically. Establishing clear principles helps manage resources effectively while maintaining transparency and responsiveness to community feedback.

We identified that different local authorities have different budgets for community engagement and testing – which is why understanding the budget and options available to you at an early stage is so important. 

That budget should cover everything from your interviews and testing to followups such as:

• 1-2-1 interviews
• Test and focus groups
• Incentives and rewards for participants’ time
• Build updates
• Outcomes and insights from interviews
• Actions and timelines 
• Arranging for follow up feedback sessions

All of these options may not be possible, so it’s important to evaluate the affordable options available to you that will give you access to the data you need before, during and after development.

Actions:

• Establish principles for prioritising engagement efforts
• Collect and respond to feedback promptly
• Communicate actions taken based on community input

2. Take an outcome-focused approach

Focusing on the value and outcomes of engagement rather than just the solution itself ensures that the technology developed addresses real community needs. Outcomes should be tied to specific user groups and should kick off the ‘how’ part of our planning stage to ensure you are engaging and testing the product with the right people.

Actions:

• Define clear, value-based outcomes for the project.
• Engage community members to provide expertise and insights.
• Let engagement focus on the benefits and impact of the solution.

3. Be led by the community

Decisions should be guided by the needs and preferences of the community. By co-developing solutions through interviews, mapping, and journey ideation, local governments can ensure that the final product is closely aligned with what users want and need.

Actions:

• Identify needs expressed by community members.
• Ensure continuous community involvement throughout the project.
• Use co-development activities like interviews and mapping.

4. Be inclusive

Inclusive outreach is the foundation of effective co-production. By actively engaging with underrepresented groups, local governments can ensure that diverse perspectives are included in the development process. This not only enhances the relevance of the technology, by ensuring that it delivers on its promise and is accessible and usable by its end users, but also builds broader community support.

We suggested that local authorities look to:

• Community groups hosted at local centres and churches
• Advertising for respondents in supermarkets, local convenience stores, on buses and through flyering

Actions:

• Identify and reach out to underrepresented groups.
• Schedule community events to engage these groups.
• Utilise local venues and events to foster diverse participation.

5. Diversify mechanisms for engagement

Using a variety of engagement methods ensures that everyone has the opportunity to participate in a way that suits them best. It’s also key to ensuring that all voices are heard, not just those that speak the loudest or are actively involved in the community as this can affect how products are built. Inclusivity is crucial for gathering comprehensive feedback and ensuring what’s developed is user-friendly and accessible to everyone.

Actions:

• Schedule one-on-one interactions and virtual sessions.
• Organise community meet-ups and distribute surveys.
• Develop user-friendly apps for continuous engagement.

6. Incentivise participation

Offering incentives is an effective strategy to encourage participation, especially from those who might not typically engage. Financial rewards, vouchers, and training opportunities can motivate broader involvement and enrich the development process with varied insights. The incentive you are able to provide will largely depend on the budget and resources available to you as part of this project.

Actions:

• Design incentive programs including monetary rewards or vouchers.
• Offer training sessions to boost participation.
• Explore additional strategies to motivate community involvement.

7. Engage your community

Forming dedicated community engagement groups or reaching out to individuals with strong views can provide deep insights into the needs and expectations of the community. 

We spoke at length about the difficulties in striking a balance between underrepresented and vocal community members can be hard. Often more active community members will have oversight of the opinions and challenges of those within their community – and can provide insight into different cases. However, even when the voice of one may represent the voice of many, it’s important to challenge the ideas expressed and validate supporting and opposing opinions to overcome interviewer and interviewee bias.

Actions:

• Engage individuals with strong community views
• Use practitioners to gather insights from their networks
• Document and integrate feedback from these engagements

8. Create confidence

To overcome the issue of bias and the availability of participants from all groups, we look to foundational principles around credible sampling in order to create confidence in the hypotheses and actions within a project. This could be a whole framework in itself so we suggest taking a look at these frameworks and methodologies:

• Delphi method: Researchers can use this method to gather data from a diverse group of participants through multiple rounds of questioning, ensuring that all voices are heard and considered.
•  Nominal Group Technique (NGT): In interviews or focus groups, NGT can help ensure that all participants have an equal opportunity to share their views, minimising the influence of dominant voices.
• Thematic analysis: Researchers systematically code the data and develop themes that reflect the perspectives of all participants, not just the most vocal ones.
• Silent brainstorming: Ensures all participants have an equal opportunity to contribute their thoughts without being influenced by more dominant voices.

And many more. Use this prompt in ChatGPT for a list of other methods: What frameworks or studies are out there to help researchers ensure that they draw insights and actions from all interviewees, not just the majority of those that speak the loudest in group and one-to-one interviews

Actions:

• Develop criteria for selecting a credible sample of participants
• Regularly evaluate the quality of representation and feedback
• Address any gaps in participation or feedback promptly

9. Ensure accessibility and usability

Ensuring that solutions are accessible and usable for all participants is essential. Regular reviews and adjustments based on user feedback help maintain high standards of accessibility and usability, making the technology more inclusive.

Actions:

• Evaluate the accessibility of tools and platforms regularly.
• Implement feedback to improve usability.
• Continuously adjust tools and platforms based on user input.

10. Comply with governance

Addressing governance, data protection, and security is critical for enabling meaningful participation. Incorporating ongoing feedback into governance frameworks ensures the project remains compliant and trustworthy.

Actions:

• Ensure compliance with data protection regulations.
• Conduct Data Protection Impact Assessments (DPIAs).
• Integrate ongoing feedback into governance structures.

Conclusion

Adopting a co-production framework is not about ticking boxes. Instead, it is about fostering genuine collaboration with the community. This approach helps save money by identifying potential issues early, supports seamless delivery by aligning with user needs, and garners robust support from residents and end-users. Testing the concept and product before, during, and after development ensures that the final technology is effective and embraced by the community it serves. By following these principles, local governments can develop AI and emerging tech solutions that make a difference.

Special thanks to Datnexa and Outcomes Matter for hosting LGAi Unconference.

The post Build better products: A Co-Production Framework for AI and emerging tech appeared first on Made Tech.

In our afternoon session at LGAi’s Unconference 2024, attendees to this session on ‘how to create a use case to explore AI capabilities within local authorities’ unanimously agreed that without a well-defined business case, AI projects lose momentum, focus, and funding, resulting in wasted time, resources, and missed opportunities. 

Attendees from various councils shared that tight budgets, procurement processes and a fear and misunderstanding of AI are holding LA’s back from harnessing its capabilities through new and existing software within their organisations.

This blog summarises our discussion with attendees from local councils and suppliers working closely with local authorities on digital projects.

We’ve also included a step-by-step guide on how you can build a successful business case drawing on the insights shared from successful projects in councils across the UK.

Contents

• The importance of building a business case
• Reasons for reluctance to adopt AI in local authorities
• How to build a compelling business case
• A step-by-step guide to creating a business case
• KPIs, success metrics and measurables
• Example KPIs
• Conclusion

5 reasons why building a business case is important

Observing these principles is important because they lay the foundation for a well-organised, efficient, and successful project. Adhering to structured planning, clear accountability, strategic communication, stakeholder involvement, and measurable outcomes ensures that resources are used effectively and objectives are met. This approach minimises risks and uncertainties, promotes transparency and trust among stakeholders, and enhances decision-making.
Practising these principles is good business practice because it leads to better project outcomes, higher returns on investment, and sustained growth. It fosters a culture of responsibility and continuous improvement, ultimately contributing to the long-term success and competitiveness of the organisation by:

1. Clarifying the objectives and scope: A business case helps clearly define what the AI project aims to achieve. It sets the scope and outlines the value purpose and outcomes, ensuring all stakeholders are aligned and supportive of the project.
2. Securing funding and resources: Presenting a compelling business case, will be the difference between securing the necessary funding and support from stakeholders and a failure to launch. A detailed plan must justify the investment, showing the potential returns and benefits.
3. Mitigating risks: A well-thought-out business case identifies potential risks and challenges associated with the AI project. It includes strategies for mitigating these risks, ensuring the project has a higher chance of success.
4. Maintaining focus and momentum: With a clear business case, the project team remains focused on the end goals. It acts as a roadmap, guiding the project through various phases and helping maintain momentum even when challenges arise.
5. Demonstrating value: The business case showcases the value that AI will bring to the organisation. It includes key performance indicators (KPIs) and metrics to measure success, providing a clear understanding of how the project will impact the business.

Reasons for reluctance to adopt AI in local authorities

As we spoke about the appetite for AI within our various organisations, we also shared some factors we believed were contributing to hesitation around adopting AI. These challenges stem from fears, skill gaps, communication issues, policy immaturity, and operational hurdles. Understanding these reasons can provide insight into the reluctance and complexities involved in integrating AI into local governance. 

Here are some of the reasons we identified:

Fear of AI

• Employees’ fear of replacement by AI
• Fear of new technology
• Unions standing up for staff about fears of redundancy
• Losing the human element of decision-making

Skills and knowledge gaps

• Misunderstanding of AI, what it means and what it does
• Lack of understanding about the capabilities of AI
• Lack of skills within the organisation to properly use AI

Communication and Stakeholder Engagement

• Lack of communication with internal stakeholders about the value of new projects or software
• Bringing different departments on the journey
• Making sure all decision-makers and end users are aware or involved
• External communications and resident management about new projects and change

Policy and Governance

• The infancy of AI policies both internally, nationally, and globally
• Security fears
• The time it takes to review infosec processes

Implementation and Operational Challenges

• Understanding the intent of the product or project at the beginning
• Clearly defining value, purpose, and outcomes
• Lengthy procurement process and decision-making
• Maintaining momentum internally
• Onboarding staff onto new software

If you are considering using Large Language Models (LLMs) such as ChatGPT, Gemini and Co-pilot, read more on what the public sector needs to know about LLMs from our Lead Data Scientist, James Poulten.

How to build a compelling business case for AI adoption

When building a business case for AI and new software adoption, start with a structured implementation plan, meticulously outlining each step and assigning tasks to maintain clear accountability.

Developing a comprehensive internal and external communication strategy for stakeholders is key to engagement and momentum on a project. Actively involving stakeholders throughout the process will be crucial for their support and understanding. 

It’s important to consider that not everyone may be up to speed with the project, so provide context and go back to the purpose, values and outcomes set at the beginning of the project to ensure understanding. 

Every stakeholder will want to see the key performance indicators (KPIs) that will be measured to track progress and success. Not every stakeholder will care for the same KPIs, so tailor the KPIs and any ROI estimations to the audience (see a list of examples below).

“AI is too big conceptually; breaking it down into doing AI and then ROI for different levels of management and departments is essential.” – Anthony Fawkes, Director, Actually Data Analytics

These KPIs will provide a quantifiable way to demonstrate the impact and value of AI initiatives, ultimately proving the return on investment (ROI) and ensuring that the project delivers tangible benefits.

A step-by-step guide to creating a business case

1. Understand the business problem: Start by identifying the specific business problem that AI can solve. Engage with different departments to understand their pain points and how AI can address these issues.
2. Define clear objectives: Outline the primary objectives of the AI project. Whether it’s improving customer service, optimising operations, or enhancing decision-making, make sure the goals are clear and measurable.
3. Conduct a feasibility study: Assess the feasibility of the AI project by analysing technical requirements, data availability, and organisational readiness. This step helps in understanding the practical aspects of implementing AI.
4. Evaluate the ROI: Calculate the potential return on investment (ROI) by comparing the costs of implementing AI with the expected benefits. Include both tangible and intangible benefits to provide a comprehensive view.
5. Develop a detailed implementation plan: Create a step-by-step implementation plan that includes timelines, milestones, and responsible parties. This plan should outline the stages of the project from inception to deployment.
6. Identify risks and mitigation strategies: List potential risks associated with the AI project and develop strategies to mitigate these risks. This might include data privacy concerns, technical challenges, or resistance to change within the organisation.
7. Gain stakeholder buy-in: Present the business case to key stakeholders and decision-makers. Use data-driven insights and real-world examples to demonstrate the potential impact of AI on the business.
8. Measure and monitor progress: Establish KPIs to measure the success of the AI project. Regularly monitor progress and make adjustments as needed to ensure the project stays on track.

This is our suggested approach to building a case for AI projects, however, if you’d like to learn more highly recommend you watch this on-demand recording from Laura Burnett, our Delivery Director, on how to build digital services that deliver for citizens and the business case.

Why KPIs, success metrics and measurables are so important

A well-structured implementation plan with defined accountability, coupled with an emphasis on data governance and safety, lays the foundation for successful AI integration. Demonstrating efficiencies without job losses, enhancing productivity, and maintaining a high quality of service are crucial to gaining buy-in from employees and residents alike. Highlighting the financial impacts, such as cashable savings and reduced hiring costs, further strengthens the business case.

Moreover, AI promises to enhance employee performance and job satisfaction, driving overall resident happiness and helping local authorities hit their targets more effectively. The potential for AI to accelerate and scale operations while promoting sustainability makes it an invaluable tool for the future.

Example KPIs for a business case for AI in local authorities

Efficiency and performance

• Impact on productivity
• Impact on headcount
• Backlog reduction
• Contributions to targets
• Channel shift
• Employee engagement
• Job satisfaction
• Quality of service
• Resident satisfaction

Financial impact

• Cashable savings this year
• Turnover
• Hiring costs

Scalability

• Viability
• Cost
• Sustainability of the project long term

Information security

• Safety
• Data governance

Conclusion

Adopting AI within local authorities is not just a fleeting trend but a fundamental shift that will continue to grow and evolve. Building a robust business case for AI adoption is essential to ensure these projects gain the necessary momentum, focus, and funding.

Project managers must work hard to communicate the benefits and returns to each stakeholder while outlining a clear plan of communication, risk assessments, goals and measurables to overcome the barriers to AI adoption.

As AI continues to evolve, local authorities must remain proactive, ensuring that they are not left behind. By building a comprehensive business case, they can confidently embrace AI, reaping its numerous benefits and driving continuous improvement in their services. AI is here to stay, and with careful planning and strategic implementation, local authorities can harness its power to transform their operations and better serve their communities.

We’re committed to supporting each of our clients with building their business case for our software. If you’d like to see what we’re doing for housing teams, check out our products page.

Special thanks to Datnexa and Outcomes Matter for hosting LGAi Unconference.

The post How to build a business case for AI adoption in local authorities appeared first on Made Tech.

A big part of the launch is getting the comms plan right, so we have created a document with examples of the content that could be shared with stakeholders across the business.

The comms plan is designed for any social housing provider, local authorities and housing associations, to help in the lead-up and launch of their platform, regardless of whether they chose Made Tech Repairs or another provider.

A communication plan for the launch of your platform is essential to guarantee that your residents and key stakeholders are aware of the new platform and its features. You can use these comms to help drive people to the platform, walk them through the features and help them make more informed choices about the best way to report housing repair issues.

In this communication plan, you will find guidance on the best practices and example communications for each channel across:

• Email
• Text
• Website
• Video

With examples of how to engage:

• Residents
• Community leaders
• Councillors
• Senior stakeholders
• Digitally-isolated residents

Fill out the form below to get access to the communications plan.

The post Maximise engagement with your housing repairs portal with this comms template [Free Download] appeared first on Made Tech.

Why accessible repairs scheduling matters

Missed appointments are a costly and widespread problem in social housing. A recent report highlights that missed appointments alone cost providers an average of £112.52 per appointment outside London and up to £150 in London​.

Additionally, housing teams can spend hours each week dealing with rescheduling and follow-up. This issue has a direct impact on residents too—30% of residents miss appointments, often due to barriers in the scheduling process​.

Reducing missed appointments isn’t just about cost; it’s about building a more reliable, accessible service that respects residents’ time and needs.

Contents

• Offer multiple booking channels
• Integrate with a repairs scheduler
• Provide flexible scheduling
• Increase transparency
• Ensure online tools are accessible
• Allow customisable resident preferences
• Automated reminders and notifications
• Feedback loops
• Defined emergency reporting paths
• Real-time repair information

Key strategies for accessible repairs scheduling

In today’s digital world, residents expect easy access to essential services. Drawing on strategies from healthcare, logistics, and retail, social housing can better meet these expectations by prioritising accessibility. When residents are empowered to engage with repairs on their terms, housing providers see higher satisfaction, lower costs, and better outcomes.

1. Offer multiple booking channels

A ‘one-size-fits-all’ approach to repairs booking leaves many residents excluded. Providing various ways to book—like online, phone, SMS, and web chat—ensures all residents have an option that suits their preferences and digital skills. This flexibility empowers residents to choose a booking method that aligns with their lifestyle and accessibility needs​.

Want to reduce missed appointments and save on costs? Here are the top reasons residents miss appointments and how you can prevent them. 

2. Integrate with a repairs scheduler

Synchronising resident bookings with your repairs scheduler can significantly improve the efficiency of appointment scheduling. This type of integration ensures that available time slots are aligned with operatives’ schedules, helping reduce missed appointments and unnecessary delays. This not only minimises wasted resources but also ensures residents can access timely repairs.

All our products integrate with schedulers so that you can offer tenants fixed appointment slots that work for your repairs operatives and tenants. 

3. Provide flexible scheduling

Offering residents the ability to choose a suitable time slot. Similar approaches have proven successful in the NHS. Self-service appointment systems and appointment reminders have been found to reduce DNAs (Did Not Attend) to just 2%.

Struggling with high no-access rates? Learn how flexible scheduling can help reduce missed appointments and improve resident satisfaction.

4. Increase transparency with real-time updates

Without regular status updates, residents often rely on repeated calls to contact centres for information. Real-time updates—like those found in parcel delivery services—can give residents the ability to track their repair requests. This reduces contact centre workload and keeps residents informed at every stage​.

We’ve seen this done well in a number of councils that use GPS tracking and Statis Updates to keep tenants in the loop. Find out more about the other strategies used by social housing providers to overcome the biggest challenges their teams are facing here. 

5. Ensure online tools are accessible

For online scheduling, accessibility should be built in. WCAG 2.2 compliance ensures that residents with disabilities can easily navigate and use digital booking options. Additionally, supporting multiple languages ensures that non-English-speaking residents can access repair services as easily as anyone else.

6. Allow customisable resident preferences

Residents have different communication needs—some may prefer text reminders, while others might rely on phone calls or emails. Enabling residents to set their preferred communication methods and accessibility options personalises their experience, making them feel recognised and included.

7. Automated reminders and notifications

Missed appointments are common across sectors, but implementing SMS and email reminders significantly reduces this issue. Automated reminders help residents keep track of their appointments, much like reminders used in healthcare to reduce missed visits​.

We used automated reminders and notifications in our Repairs and Inspection Scheduling products to help decrease missed appointments and give tenants the flexibility they need to manage, change and cancel their appointment. 

8. Feedback loops for continuous improvement

After repairs, gathering resident feedback is essential for identifying barriers and improving the scheduling process. Capturing these insights allows housing teams to adjust and enhance accessibility, creating a stronger, more responsive service​.

9. Clearly defined emergency reporting paths

Accessible and well-signposted routes for reporting urgent issues are essential. By making sure residents know exactly how to access emergency help, housing providers can prioritise critical cases, helping residents feel safe and supported​.

Camden Council has done this really well. You can find out more about their approach in our Insights downloadable: 5 strategies to overcome the biggest issues in social housing repairs.

10. Empower staff with real-time repair information

Ensuring that staff have up-to-date information on each repair allows them to provide timely and accurate support to residents. With instant access to repair statuses, customer service teams can confidently address resident questions, reinforcing trust in the service​.

Building a more accessible future in housing

At Made Tech, we’re here to help social housing providers create a more resident-centred service. By combining our technology with these accessible practices, housing teams can build a trusted, efficient repairs service that reflects their residents’ needs. Learn more about how we’re transforming housing repairs with our innovative tenant-approved solutions.

The post 10 ways to make housing repairs easier for residents (and reduce missed appointments) appeared first on Made Tech.