How Salesforce can help social housing providers tackle the damp and mould crisis

Damp and mould. Two words that have been brought to everyone’s attention over the past few months, with a particular spotlight on Social Housing. For those unfamiliar with the issue, let me paint a picture: a tenant notices a musty smell in their home, followed by unsightly black spots on the walls and ceiling. It's can be a silent menace that creeps up on tenants, leaving them with a musty odour that permeates through their home, and unsightly black spots on their walls and ceilings. But this is just the tip of the iceberg, If left unchecked, damp and mould can have serious implications for both tenants and housing organisations alike.

For tenants, living in a damp and mouldy environment can lead to a whole host of health issues, including respiratory problems, allergies, and even asthma. Recently I staying in a hotel for a couple of nights for work. Waking up after my first night's sleep, I noticed my throat was scratchy, and upon opening the curtain noticed there was a significant outbreak of condensation and mould on the external facing wall. Fortunately, I was able to change hotels, but it did make me think about what it must be like to live in a home that's perpetually damp and mouldy. It's no wonder that tenants who experience these conditions often find themselves reaching out to their landlords for help. And yet, the battle against damp and mould can be frustratingly protracted. Despite the urgency of the situation, the remedial process is often lengthy and complex.

For social housing organizations, damp and mould is a significant issue that can cause a whole host of logistical headaches. The remediation process requires skilled professionals, and often, the issue isn't just confined to a single dwelling. It can spread throughout an entire building, necessitating a comprehensive strategy that requires significant investment of time and resources. For these reasons, managing damp and mould cases is a complex and time-consuming process, involving multiple stakeholders, regulations and legal requirements. And when you're dealing with hundreds or even thousands of properties, the scale of the problem can quickly become overwhelming.

So how can Salesforce help social housing providers to better manage damp and mould cases?:

1. Centralised case management: With Salesforce, you can create a centralised system for managing all damp and mould cases, from initial report to resolution. This means that all relevant information - including photos, correspondence and actions taken - is stored in one place, making it easier to track progress and ensure compliance with regulations across stakeholders.
2. Automated workflows: By automating certain aspects of the case management process - such as assigning tasks, sending notifications and updating records - you can reduce the administrative burden on your staff and ensure that cases are resolved in a timely and efficient manner.
3. Data analysis: With Salesforce, you can gain valuable insights into your damp and mould cases, such as the types of properties most affected, the root causes of the issue and the most effective remedial measures. This data can be used to inform future strategies and investments, improving the overall quality of your housing stock.
4. Tenant engagement: By providing tenants with a portal to report damp and mould cases and track progress, you can increase transparency and accountability, as well as improving customer satisfaction. You can also use the portal to provide advice and guidance on how to prevent damp and mould from occurring in the first place.?
5. Salesforce Visual Remote Assistant (VRA). This is a powerful tool that allows social housing providers to remotely diagnose and troubleshoot damp and mould issues using augmented reality technology. With VRA, tenants can use their smartphone or tablet to connect with a maintenance technician, who can then guide them through the process of diagnosing the issue. The technician can use augmented reality to overlay instructions and guidance onto the tenant's device screen, making it easier for them to identify the problem and carry out any necessary repairs. Not only does this save time and money by avoiding unnecessary call-outs and site visits, it also reduces the risk of exposure to damp and mould for maintenance staff and tenants alike. And because VRA is integrated with the Salesforce platform, all interactions and outcomes can be recorded and tracked within the centralised case management system. All in all, Salesforce VRA is a game-changer for social housing providers looking to improve their response to damp and mould cases. By providing remote support that is both efficient and effective, it enables providers to deliver a higher level of service to their tenants while also reducing costs and improving safety.

Of course, implementing Salesforce is not a silver bullet solution to the problem of damp and mould in social housing. But it can go a long way towards streamlining processes, improving communication and ensuring compliance with regulations. And ultimately, that means happier tenants and a healthier housing stock.

If you would like to know more, please feel free to reach out and a member of the Salesforce Housing team or register your interest to attend the Salesforce Housing Day on May 18th at The Bluefin, London.

Tom Lancefield

e: [email protected]