Issue - meetings

(a) That the Committee note the next phase of the DRS testing and pilot stages before the Council moved into a fully functional and fully live DRS environment; and

(b) That the Committee support the Council in promoting the service offer, where tenant could be provided with an appointment for repair and maintenance work requests, in line with the agreed target and attendance times.

The Service Manager – Housing Assets and Business Manager jointly presented a report to provide an overview and update on the newly procured Dynamic Resource Scheduler (DRS), the changes made to the service during the testing stages of the pilot and the new measures implemented to improve our overall customer satisfaction rates with regards to the service provided.   

The procurement and investment of the software was seen as a catalyst for delivering a more customer focused housing repairs function.  It was also anticipated that the newly procured software provided strong potential for payback which could be realised through a more productive, efficient, and effective housing repairs service, reduced customer call-backs and reduced travel times for the operatives.

The proposals within the report were fully aligned and complimented the work being undertaken to improve the online offer from the housing service, to make it easier and simpler for customers to diagnose faults and report repairs and support the preference from customers for a convenient appointments service to compete outstanding works.

Councillor Bernie Attridge asked how many operatives had been involved in the testing phase.  He also asked if the system would work across all trade areas and if tenants called to report a fault how could the size of the job be recognised.  The Service Manager advised that 4 operatives had been testing the system as part of the pilot.  He confirmed that all trade areas would be able to work through the DRS system and that the size of the job would be identified as part of the pre-inspection phase. 

Councillor Rosetta Dolphin asked if the DRS system was similar to the system already in place.  The Service Manager explained that it was similar to a previous system but was now further enhanced to a digital process rather than the older manual process that was in place.

In response to a question from Councillor Linda Thew around the cost of the DRS System, the Service Manager agreed to provide this information following the meeting.

Councillor Pam Banks commented that some elderly tenants may not be confident with technology and raised concerns around how they would be able to report faults.  The Service Manager assured Members that tenants would still be able to report faults manually and someone could contact them non digitally to avoid any technical discomfort issues.

The recommendations, as outlined within the report, were moved by Councillor David Evans and seconded by Councillor Kevin Rush.

RESOLVED:

(a)       That the Committee note the next phase of the DRS testing and pilot stages before the Council moved into a fully functional and fully live DRS environment; and

(b)       That the Committee support the Council in promoting the service offer, where tenant could be provided with an appointment for repair and maintenance work requests, in line with the agreed target and attendance times.