During Tpas National Involvement Week, Scrutiny Group met with members of our PropertyCare team to see how our use of TotalMobile has developed since they last saw it in the pre-launch phase.
Their original scrutiny exercise, carried out in late 2023, focused on repairs and particularly how we communicate with customers, so this was a chance to check in on progress.
The group saw the live system in action: what schedulers and managers see day to day, how jobs are quality-checked, monitored, and kept on track, and how customers are updated along the way. They also saw how many jobs are currently in the system and how the team work to bring them within timescales.
They also spent time discussing a complex case where a customer’s home was affected by a neighbour’s actions. This included an honest discussion about how long repairs can take when access is refused, and how, in rare cases, temporary accommodation is needed to fix the underlying issue safely.
The Scrutiny Group told us it was a brilliant session. They left with a much deeper understanding of the challenges and they could see how the new system is helping us drive real improvements.
Their original scrutiny exercise, carried out in late 2023, focused on repairs and particularly how we communicate with customers, so this was a chance to check in on progress.
The group saw the live system in action: what schedulers and managers see day to day, how jobs are quality-checked, monitored, and kept on track, and how customers are updated along the way. They also saw how many jobs are currently in the system and how the team work to bring them within timescales.
They also spent time discussing a complex case where a customer’s home was affected by a neighbour’s actions. This included an honest discussion about how long repairs can take when access is refused, and how, in rare cases, temporary accommodation is needed to fix the underlying issue safely.
The Scrutiny Group told us it was a brilliant session. They left with a much deeper understanding of the challenges and they could see how the new system is helping us drive real improvements.