Case study·Social housing

Complaints-to-repairs root cause

From complaint categories — to a repair-aware monthly service review

5
Top repeat failure modes identifiedRanked across the pilot complaint cohort
“It showed the repair behind the complaint, not just the complaint category.”
Customer Director · UK social housing provider
UK social housing provider·23,000 homes across 4 regions·7-week pilot·United Kingdom
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01Pilot envelope
Pilot length7 weeks
First signal8 days
First ROI45 days
Team alongside6 seats · 2 colleagues

7-week service-improvement pilot; linked complaints themes to repairs history; outputs used for the monthly service review.

02What it owns
Reports toCustomer Director, dotted line to the repairs manager on failure mode evidence.
Owns
  • Complaints-to-repairs theme map — every complaint cluster joined to the resident's repairs visit history across Totalmobile and Service Connect
  • Repeat failure mode register — recurring failure modes ranked by frequency, repeat-visit rate and complaint volume
  • Investigation prep — pre-filled investigation packs for the complaints lead with the resident's prior jobs, access failures and follow-ons attached
  • Monthly service review pack — source-linked variance commentary for the customer director, drafted into a review folder before owners see it
  • Service change proposals — drafts named-evidence proposals for the monthly service review
Does not do
  • Closing complaints — drafts the narrative; the complaints lead closes
  • Issuing repair work orders — escalates to the repairs manager
  • Resident-facing correspondence — drafts only, never sends without approval
Done looks like

The monthly service review opens with the repairs behind the complaints, not anonymised categories. Repeat failure modes carry named evidence and a service change proposal before the meeting starts.

03The team
AI teammates2
NiamhReads the complaints platform, Civica, Netcall, Totalmobile and Service Connect daily, joins each complaint cluster to the repairs visit history behind it and surfaces repeat failure modes.
TomasDrafts the monthly service review pack, links every claim to source and pre-fills service change proposals for the customer director to approve.
Human team6
  • Customer DirectorCustomer
  • Repairs managerRepairs
  • Complaints leadCustomer
  • 3 SupervisorsRepairs
  • 2 AnalystsInsight
  • Resident voice leadCustomer
04Connected stack
Complaints platformTotalmobileService ConnectCivica CxNetcall LibertyMicrosoft TeamsPower BIExcel
05What it returned
5Top repeat failure modes identifiedRanked across the pilot complaint cohort
41%Complaint investigation prep downVersus the prior monthly cycle baseline
3Service changes approvedOut of the first monthly service review
  • Day 0
    Co-ordinator sessionCustomer director, complaints lead and repairs manager align on theme taxonomy, repair-history join keys and the first three answerable questions.
  • Day 8
    First signalNiamh completes a read-only pass over the complaints platform and the housing CRM; the first repeat failure mode candidates are surfaced for review.
  • Day 20
    Read-only goes liveDaily theme-and-repair join lands in the customer team's Teams channel; supervisors correct two access-failure mappings and a repair-code synonym.
  • Day 32
    Approval-gated investigation prepInvestigation packs pre-fill into the review folder; the complaints lead approves the prior-jobs and follow-on sections before residents are contacted.
  • Day 45
    ROI reviewSponsor signs off on the three baseline metrics; expansion to the next region approved.
  • Day 49
    Monthly service review landedThe first repair-aware service review pack ships reviewer-approved; three service change proposals are approved on the first pass.
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