Resident satisfaction up. ‘No access’ appointments down.

This is what a client of ours, Islington Council, was seeking to achieve in 2023.

And since so many of the contractors we speak to each day also offer repairs services, we wanted to share with you how Islington Council has since achieved those goals.

Back in 2023 the Council recognised that in an era where instant updates are the norm, there was a noticeable gap in this area within its maintenance and repairs services.

• No access appointments were a frequent challenge.
• Resident satisfaction sat at 3 out of 5.
• Collecting resident feedback was a friction-filled process and so that feedback wasn’t being provided.

The Council knew the introduction of a system that would support and enhance engagement and communication with residents, and help gather data on tenant satisfaction around repairs, would provide a positive return on investment.

The system it chose?

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Oneserve’s Track My Operative.

Through its implementation, Islington Council is now able to send a notification to residents as soon as their appointment has been booked, and on the day of their repair appointment can allow residents to:

• Receive SMS updates about their repair appointment.
• View the operative’s location as they travel to the appointment.
• Directly communicate with the operative if necessary.

And the results? We’ve loved hearing about them:

• Decreased 'no access' appointments: The system’s real-time updates and direct communication line has markedly decreased ‘no access’ incidents, a frequent obstacle in the Council’s service delivery previously.
• Increased resident satisfaction: The pilot phase alone achieved exceptionally positive responses, with the service receiving an overall satisfaction score of 4.9 out of 5, compared to 3 out of 5 before Track My Operative
• Real resident feedback received includes: “I received a text reminder yesterday and also today before the operative arrived – which was good.” “Carpenter attended within one hour and completed repair. Very courteous and helpful young man. Excellent service all around.”

A year from now, we’ll have gathered more success stories. And we’d love for yours to be one of them. We know it can be daunting to commit to that next step in scaling your business, as our senior team have each been in your shoes scaling their own field service businesses.

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But our promise to you is this: Oneserve is the last field service management software you’ll need to invest in.

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So... If you’d like ongoing support in boosting customer satisfaction scores, and a reduction in no access appointments click below to book a demo.

Book a demo

PS - curious how Islington Council implemented Track My Operative? You’re in luck! The Council’s Housing Property Services Programme Manager, Daniel Watkins, joined us on our podcast to talk us through it. Check it out here!