United Living Property Services launches new innovative online repairs and maintenance portal system

As part of its continuing efforts to deliver excellent services to residents, United Living Property Services (ULPS) has launched an online repairs and maintenance portal that residents can use across all Southern Housing Group contracts.

Available 365 days/24 hours, the aim is to provide a better, more efficient service with a high level of satisfaction for residents, so that they receive the best possible service.

Developed in partnership with Active Housing and administered through job management software, Oneserve. The new online system brings with it many benefits, including end-to-end process integration, resident cancelling and scheduling capabilities and 24/7 report repair availability for residents.

The online portal gives residents a platform from which to request and manage their repairs around the home in the palm of their hand from any web enabled device. This includes the option to upload images of faults and organise the time and date of a repair. Residents can also view their repair history and communal jobs already raised in their block/flat.

Giving residents control of their repairs allows for a seamless repairs experience. Using Active Housing, ULPS can effectively schedule and manage maintenance appointments by ensuring that its staff are in the right place, at the right time, and with the right skills to complete each repair.

Those residents that do not have access to a web enabled device, can still call the call centre to report repairs and request maintenance support.

David Rooney, Interim Managing Director, United Living Property Services, said: “This is all about making the repairs and maintenance service more convenient. For web-enabled users, online portals are now part of their way of life, so to us it made absolute sense to make use of this platform.

‘We’ve worked with residents during the testing phase to ensure the app is simple and effective. Of course, residents can still talk to us about repairs by phone, but I’m confident that more and more of our residents will opt for the convenience of smart phones to resolve their issues.

“What people remember from a ‘wow’ perspective is that they contacted us, we attended quickly, we turned up when we said we would and we fixed the issue because we had the parts in the van.

“The introduction of the new online repairs and maintenance portal will allow us to achieve that ‘wow’ factor and ensure that we continue to provide a best in class service for residents”.