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Mitie Property Services, the social housing repairs and maintenance division of construction giants, Mitie plc, has deployed impactRESPONSE to provide appointments and scheduling for Kingfisher Housing Association and HVHS.

Customer service agents are now able to offer morning or afternoon appointments to residents reporting day-to-day repairs during the initial phone call. impactRESPONSE provides agents with real-time capacity in each appointment window up to the priority deadline for the job, based on postcode, trade and availability. Meaning that agents can now offer appointments to residents with confidence that Mitie will be able to deliver.

Staff at Mitie’s Basingstoke depot can then use an interactive planner to drag-and-drop those appointments onto operative diaries based on trade, postcode coverage, distance and travel time, making scheduling and re-scheduling a quick and easy task –even for staff who are unfamiliar with that location and district.

Mitie’s director of partnering, Paul Concannon, explains, “We were happy to deploy Kingfisher’s appointment system and have already integrated impactRESPONSE with our in-house works management system to provide the client with a seamless IT solution which maximises service delivery and minimises administrative overheads. We are delighted that residents have experienced such a positive start to the new appointments system, with appointments being offered at the first point of contact for the majority of jobs and successfully delivered on-time by Mitie’s engineers.”

Mike Bailey, business development director for Impact Applications, is delighted that the system is working so well for Mitie and Kingfisher, “Already both organisations are seeing the benefits of having a real-time system managing the appointments and scheduling and we are thrilled that impactRESPONSE is already having a positive effect on tenant satisfaction. This will only improve further as use of the system becomes more widespread.”