A new system to improve the way housing repairs are organised is to be set up by affordable housing provider, Tor Homes. The housing company’s 3,000 tenants will benefit from the system which aims to give tenants a specific date and time when someone will call to fix a repair.  It will also reduce repair waiting times and cut down on travelling and fuel costs.

Tor Homes, based in Totnes, South Devon, has awarded a 5-year contract to Brighton-based ROCC Computers, an authorised 1st Touch Mobile partner, (www.1sttouch.com) to supply 1st Touch mobile technology integrated with ROCC’s contractor management system. The company won the contract against stiff competition from other suppliers. The new equipment means that residents don’t need to stay at home all day, waiting for the job to be fixed.

Members of the direct maintenance team, who are responsible for carrying out the repairs, will be given their first job before they leave home.  Using the 1st Touch Mobile solution on their PDA, they will log on in the morning and travel to their first appointment straight from home.

David Parker, Tor Homes’ ICT Manager, said “This new mobile technology from 1st Touch will help us improve our services to tenants and drive down costs.” John McCue, Tor Homes’ Business Maintenance Manager is responsible for rolling out the new system to the 70-strong workforce and is looking forward to it being up and running.

“We regularly consult our tenants on how we can improve our services.  They said that when they reported repairs, the lack of a definite appointment was causing frustration. This new service is aimed at tackling that cause of dissatisfaction.”

“Prior to the introduction of the 1st Touch mobile technology, team members would pick up their job tickets for the day before setting out on their day’s work”, said John.  “This could mean inconvenience for tenants with short notice of appointments and the need to re-schedule the job.  Each job will now be planned on a route so that the appropriate person, such as a plumber, is sent to the nearest property.”

“Now the tenants will get a definite appointment and they can receive a text, either to their mobile, or their landline, reminding them of the appointment time. All of these changes will make life easier for our tenants by giving them a more efficient and smoother repairs service and improved value for money.

”The system started in June with the gas servicing team and will be rolled out to the rest of the direct maintenance team by September 2009.