Council tenants in Manchester can now diagnose the cause
of faults around their homes and book housing repair appointments
with a click of a mouse thanks to the council’s new online software
tool.
Manchester City Council worked with web development company
Anite to build the Web Repairs system, which is believed to be a
first in the management of public sector housing maintenance.
Designed to offer an easy-to-use diagnostic and booking system,
the facility is already proving popular with tenants, allowing them
to book an appointment for a repair, track the progress of repairs,
and check the repair history of their home. As the facility is
internet-based, tenants can order repairs even when council offices
are closed.
The online system uses a few simple questions to establish the
nature and urgency of the repair required. The web-based front-end
provides a tool for tenants with varied computer skills, using
plain-language questions and flowcharts.
The system includes simple, non-technical graphics to help
illustrate problems and an online diary which allows users to book
repair appointments in real time.
The tenant inputs data online which is automatically transferred
to the council’s back-office systems, ensuring that council
contractors have the information they will require when they arrive
to carry out the repair.
To help users familiarise themselves with the system, a test
facility allows tenants to practice using the system with fictional
information. By clicking on the "try it out" button, tenants can
experience the system’s functionality, boosting their confidence
for when they book an appointment for real.
It is hoped the new system will improve housing maintenance
efficiency for Manchester City Council, ensuring that repairs
information is automatically channelled to the correct
department.
Pete Smart, spokesman for Manchester City Council Housing, says,
"This new initiative is helping us to provide a better service to
council tenants. It gives them an alternative way to order repairs
and gives us consistent, accurate information about the work they
need doing.
"The choice of appointments they are offered reflects the
urgency of the repair they need and prioritises our resources for
doing the work. The system is proving popular and we believe it
will become an example of best practice in public sector
housing."
John Gibson, managing director of Anite Public Sector, says,
"People are used to booking everything from holidays to pizza
deliveries on the web and with the Web Repairs system council
tenants can arrange repairs to their home just as easily."
The "try it out" facility on Web Repairs is available to anyone
logging on to
www.manchester.gov.uk/housing/services/index.htm.
Click on the "order a repair" button.