We pilot a new video-calling application to cut home repair waiting times

We are piloting a new video call application, Help Me Fix, offering our customers the option to live video-call an engineer to talk through their request for a repair.  

We’re one of only three organisations in the UK to adopt the modern technology – offering customers a flexible approach to repairs.  

The video-call application is optional to customers with simple plumbing and electrical repairs and does not replace a visit from an engineer – the home visit is automatically booked and will only be cancelled if the repair can be fixed during the video-call between the customer and engineer.  

The video-call link is live for 24 hours and, during this time, the customer can make repeat calls to the same engineer about the repair.  

If the repair cannot be fixed, the appointment is kept, and the information collected during the session will be passed to the engineer to continue with the planned home visit.  

Director of maintenance operations at Citizen Steve Kirk said: “We’re always looking at ways we can use technology to improve our systems and services, as set out in our Business Strategy 2023-26. Offering a video call to customers is a great way to give a fast interactive response to a problem and to get an accurate diagnosis. We really hope that customer find this helpful. 

“If a home visit is required, the video call means that we’ve already collected information about the resident and the fault – this is very useful when we’re visiting vulnerable residents and ordering parts.” 

Robert, a Citizen customer piloting the service, added: “The video call was very convenient to use. The engineer explained what was required and how I should set about the repair. This was because I had elected to undertake the repair myself as opposed to needing an engineer to attend my property.  

“I felt that it did save time because we were able to discuss the problem and systematically go through the steps required to afford a repair.” 

The pilot will run from November 2023 and be reviewed, based on customer feedback, and impact on repairs programme, in the spring of 2024.  

The application is designed to improve the Citizen customer experience, whilst at the same time, freeing up time for engineers to carry out more repairs, prioritising emergency repairs and lowering the numbers of vehicles on the road. 

Watch the video explaining the service and what customers can expect when they use the application:

The Help Me Fix application is designed in partnership with Trade Innovations a software solutions company that specialises in driving change in the construction industry, through innovation and the use of technology.  

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