Transforming Tenant Experience: Legal & General Affordable Homes

Building Homes, Building Trust

Legal & General Affordable Homes (L&G AH) was established to address the undersupply of affordable housing in England. Their mission is not only to build quality new homes but also to create a sector-leading customer service experience. This focus on customer satisfaction drove L&G AH to seek a solution that would streamline their repair and maintenance process, a key driver of resident safety and happiness.

The Challenge: Old-School Maintenance in a Digital Age

Traditional repair and maintenance processes in the housing sector are often fragmented and inefficient, relying on outdated technology and manual processes. L&G AH recognised that this approach resulted in delays, frustration, and ultimately, dissatisfied residents and increased costs.

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The askporter Solution: A Seamless Repair Experience

L&G AH current technology, Salesforce, could not provide the complete solution they wanted to deliver to their tenants, but it was crucial the tech they chose could integrate with their existing systems. They chose to partner with askporter, integrating our AI chatbot and back-end ticket automation to their innovative housing management platform, Brolly. This shift from the status quo revolutionised the repair triage process:

• Accurate Diagnosis: The chatbot guides residents through an intuitive process, using asset data to quickly and accurately identify the issue or provide self-service solutions where applicable, such as resetting a boiler.
• Instant Communication: The system connects residents’ tickets with the right supplier, arming the supplier with the right technical information, eliminating unnecessary steps and delays.‍
• Data-Driven Insights: askporter captures valuable data on repairs, enabling L&G AH to proactively address maintenance issues and enhance the quality of their homes.

A Game-Changing Vision Realised

L&G AH's commitment to innovation was met with scepticism from some industry specialists. However, their determination to create a seamless repair experience proved the doubters wrong.

“Even external auditors were blown away by our repairs and maintenance, it’s been a  game-changer." Karen recalls.

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Results: Exceeding Expectations

• Improved Repairs: Repair raising for tenant’s is lightning fast, and has achieved a 97% successful automatic diagnostic and allocation to the right suppliers, who are armed with the right diagnostic information to get the job done.
• Happy Residents: L&G AH boasts an impressive 4.2 CSAT score, far surpassing the industry average. The ability for tenants to raise issues immediately, have a record of the exchange, and experience fast communication back from L&G AH suppliers is a testament to the power of streamlined communication and efficient issue resolution in fostering tenant satisfaction.
• Data-Driven Insights: Captures valuable data on repairs and defects, enabling L&G AH to proactively address issues and improve the quality of their homes.
• Supplier Satisfaction: Suppliers have embraced the efficiency and transparency of the askporter integration.

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“The magic that the customer doesn't see, is that the tech and the data do the heavy lifting in the back end of the engine. We'll take all the information that the customer shared, and look at all of the data around the customer's home, and we'll then create a detailed work order that will go directly to the supplier to enable the supplier to confirm an appointment with the right tradesmen at the right time to then attend and get the job done at the time that the customer wants it completed.”

Karen Heaney, Director of Investment & Compliance – Legal & General Affordable Homes

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Conclusion

L&G Affordable Homes' partnership with askporter has not only streamlined their repair and maintenance process but also set a new standard for customer service in the housing sector. By embracing innovation and focusing on the resident experience, they've created a model for others to follow. As Karen puts it, "We should be able to fix that very, very quickly so that the customer doesn't feel that they're getting a poor service." With askporter’s support, L&G AH is delivering on that promise.