01Pilot envelope
Pilot length4 weeks
First signal3 days
First ROI28 days
Team alongside5 seats · 2 colleagues
4-week no-access pilot; linked resident contact preferences, repair appointments and prior access history; outreach templates pre-approved.
Case study·Social housing
Appointment access recovery
From re-booking the same failed slot — to a 4-week governable access recovery loop
18%
No-access repeat cases reductionSame resident re-booked into the same failure window, vs the 90-day baseline
“It stopped us booking the same failed appointment twice.”
UK social housing provider·~6,500 homes across 2 pilot patches·4-week pilot·United Kingdom
02What it owns
Reports toPlanning Lead, with a dotted line to the Repairs Supervisor on operative arrival context.
Owns
- Daily access recovery list — at-risk and rebook appointments by patch, with prior no-access history linked
- Resident contact preferences — channel and contact time pulled from the CRM and applied to every outreach draft
- Pre-approved outreach drafts — SMS and email confirmations queued for resident contact officers to review and send
- Slot-pattern check — flag rebookings that match the same weekday and window as a prior no-access for the same resident
- Weekly access review — no-access cases by patch, trade and contact channel, source-linked to the underlying jobs
Does not do
- Booking decisions — the Planning Lead and schedulers retain scheduling authority
- Sending resident messages — drafts only; resident contact officers review and send every outbound
- Vulnerability or safeguarding decisions — surfaces flags; the safeguarding owner closes
Done looks like
Schedulers see prior access history on the slot they are about to book, resident contact officers send confirmations on the channel the resident actually answers, and the same failed appointment is not re-booked into the same failure twice.
03The team
AI teammates2
NaomiReads Totalmobile, Service Connect and the housing CRM, links each appointment to the resident's prior access history, and surfaces the day's at-risk and rebook cases by patch.
TomDrafts SMS and email confirmations from the pre-approved templates against the resident's preferred channel, and queues outreach for the resident contact officers to review and send.
Human team5
- Planning LeadPlanning
- 5 SchedulersPlanning
- 2 Resident contact officersResident Services
- Repairs SupervisorOperations
- Data ownerData
04Connected stack
05What it returned
18%No-access repeat cases reductionSame resident re-booked into the same failure window, vs the 90-day baseline
212Appointments re-confirmedAcross the two pilot patches inside the 4-week window
24%Scheduler call time reductionMedian time per rebook conversation, vs baseline
- Day 0Co-ordinator sessionPlanning Lead, Repairs Supervisor and the data owner agree access recovery rules, the at-risk definition and the first three answerable questions.
- Day 3First signalNaomi completes a read-only pass over 90 days of appointment and no-access history; the repeat-failure backlog is sized for the first time.
- Day 10Read-only list liveDaily access recovery list lands in Teams for the planning patch; schedulers correct two field mappings and one resident contact preference rule.
- Day 17Approval-gated outreachTom queues SMS and email confirmations against the pre-approved templates; resident contact officers review and send each outbound.
- Day 24Slot-pattern check liveSchedulers see a warning on rebookings that match the same weekday and window as a prior no-access for the same resident.
- Day 28ROI reviewSponsor signs off the three baseline metrics and approves the access recovery list as the standing source for the weekly planning review.
06Related templates
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Each design-partner pilot starts the same way: one workflow, the minimum useful context, and a first ROI signal measured in days.