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of the organisation. Te launch of our new tenant services delivery model, which focuses on providing a great service to tenants in their homes and neighbourhoods, will further enhance this, helping us to build stronger, more proactive relationships with tenants.
DATA MANAGEMENT & AI SOFTWARE At Karbon Homes, our in-house responsive repairs function is under a lot of pressure with a whole host of competing demands that have been placed on the sector over recent years, and that pressure is unlikely to lessen anytime soon. Over the last 18 months we’ve been working in collaboration with Mobysoſt,
a specialist in data-driven insight, to look at using advanced technology to help colleagues from across the property services function to deliver a higher quality of service over time, which in turn boosts tenant satisfaction. Mobysoſt’s RepairSense tool provides AI-powered repairs intelligence and
has been key in helping us make sense of our repairs data. We wanted to get under the surface of some of the biggest inefficiencies across our four main trades: plumbers, heating engineers, electricians and joiners, and RepairSense has allowed us to gather that insight and understand where improvements could be made. We quickly started seeing the benefits of using the tool and the data it
provides. A key improvement the tool has helped us make is a reduction in repeat repairs, and there’s a lot more improvements like this that the system can help us make going forward. We have also worked in collaboration with Mobysoſt to develop their damp
and mould dashboard, which sits within the RepairSense system. Tis allows us to proactively manage cases of damp and mould, which is especially important for us with the imminent introduction of Awaab’s Law.
KEY OBJECTIVES Looking ahead to the coming years, Karbon Homes and our peers in the housing sector, are faced with significant challenges. Higher inflation, the growing cost of living, contractor uncertainties and difficulties in the supply chain, alongside facing lots of competing demands and expectations from tenants, stakeholders and our regulatory bodies, present us with a series of hurdles right across the organisation. However, with challenge comes opportunity, and we’ll remain focused on the delivery of our key strategic aims, balancing our business head and
26 | HMMApril/May 2024 |
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our social heart to ensure we are doing right by our tenants, colleagues and the organisation. Our primary focus will be on improving the quality of our existing homes,
ensuring they are decent, safe and meet the needs of our tenants. We’ll also continue to focus on how we can further improve the tenant experience we provide. Tis will include development and investment in providing a great digital choice, maximising our use of technology to support a more flexible, timely and effective tenant experience, and ensuring digital channels are available to those who want them. And we’ll remain ambitious in the delivery of new homes. In the coming
months we’re set to start work on our largest development project yet – 750 affordable homes at Seaham Garden Village in County Durham. We’re a key partner in the project, responsible for the development of over half of the site’s 1,500 homes, 100% of which will be affordable. Over the coming years we’re also committed to further developing our place
shaping approach, which moves away from a concentration on investment in alleviating the problems our communities face and instead focuses on setting new goals that help tackle the roots of these problems, in order to facilitate long- lasting change. We are piloting our place shaping approach in two ‘Karbon Impact Areas’
where we have a high proportion of homes – Byker, a diverse ward east of Newcastle Upon Tyne, and Stanley, an ex-mining town in North Durham. Alongside exploring the data on issues such as employment, people, infrastructure and transport, we have worked closely with tenants, colleagues and the local community there to understand the challenges they face and what sustainable difference we can make. In Stanley, a former mining town in North Durham where Karbon Homes
owns and manages around 25% of the housing stock, we have purchased a derelict board school on Stanley Front Street. Te purchase is part of a wider project to help boost the local economy by regenerating the high street and bringing more vibrancy into the community. We’ve outlined a number of potential options for what could be done with the site and now we’re embarking on a community consultation with local residents and key stakeholders to understand what they’d like to see happen to the building.
Article supplied by Ian Johnson, executive director of customer services at Karbon Homes
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