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We all remember the PPI miss-selling scandal. The seemingly often daily calls, “You can cash in big – press 'One' now to start your claim…”.
It was irritating and good to see over eighteen months ago for it to finally end and we could return to mobile phone, 'have you had an accident that wasn't your fault' and parcel scams. PPI claims were mostly driven by ‘boiler room operations’ that relied on just a few folk taking up their chances, while irritating everyone else. There is good and bad news to the end of PPI and that the callers are still gainfully employed, except now many of them have moved into Social Housing Disrepair Claims instead.
While as regularly revealed by the excellent Kwajo Tweneboa, there are some terrible repair horror stories out there, not all are down to lack of effort on some landlords.
Unfortunately, this is looking more and more like a happy hunting ground and there is plenty of scope for cashing in and potential big costs for landlords. Of course there would be less profit in this, if repairs were managed better, particularly using many of the technology & ICT means available, I often write about in this blog.
I am talking about well managed internal contractor/DLO teams, better diagnosis and scripting of repairs up front, better (automated & personal) communication, convenient repairs scheduling, mobile control of repairs and satisfaction follow-ups to catch snagging. Nothing here I would regard blue-sky, but how many council housing and socialhousing teams are properly taking advantage of all of this? If they are, how are they managing with self-service good enough to allow residents to be aware of when repair visits are due and help to manage amendments & cancellations?
Getting this right with integrated system solutions would probably eradicate 65% of issues. The remainder is perhaps down to maintaining a high quality of contractor trade work, so ITV TV don’t send a film crew down to one of more of your schemes to see the state of damp or dangerous properties. I would certainly read about less problems direct on my Twitter feed from residents across the UK and wouldn’t be sharing as much practical advice either.
However, whether a repair has been ignored for too long, bodged or just had six or more multiple visits that neither has actually closed it out, are all ripe for the ‘Disrepair Claims Ambulance Chasers’. Sadly so are repairs that perhaps have been closed out well, however with variable communication throughout. All can be caught up in the mix as the boiler rooms target lots of socialhousing residents and more & more turn into complaints and disrepair claims.
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| If you are not on top of it, others will be... |
Over the last two years I have encountered more and more system requirements in procurements around disrepair claims. These involve accounting for an insurance amount for repairs, better case management and CRM tracking progressing to court cases.
In addition, one area often glossed over, the recovery of data (often in other systems) to formulate and manage an evidential timeline for the particular repair being challenged. In a recent project I am involved with, we are carefully examining where granular trade repairs visit data can be added to more ‘header’ type information, to support Disrepair Claims, going forward in a new better integrated data solution. Some legal & GDPR guidance is being fed into how data can be best retained and managed.
Social landlords failing to be able to evidence issues (or non-issues), can expect to be taken to the cleaners by the ambulance chases and in some cases, residents with better data on the repairs issues than them. Also, lets not lose sight of all this data being a means of reducing future issues and driving improvement/transformation. Getting the job done right first time, is good for resident and landlord. Its also more cost effective, something essential and more crucial as inflation starts to nudge up to 1970’s levels, which will almost certainly cause future tightening of repair budgets.
Ignore the Disrepair Ambulance Chasers at your peril.
I will bring the Chocolate Hobnobs ☕😉
Related Post: Why do we fail so bad sometimes with Social Housing repairs?
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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.
Dan Auerbach - Heartbroken, In Disrepair.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
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