Case study·Social housing

Damp and mould triage

From a damp and mould backlog spread across five systems — to one triaged queue with named owners

100%
Severe cases with a named ownerUp from a sampled ~74% on the historical baseline
“It connected repairs, complaints and vulnerability in one place.”
Compliance Lead · UK social housing provider
UK social housing provider preparing for Awaab's Law / regulator inspection·22,000 homes across an urban and semi-rural portfolio·8-week compliance pilot·United Kingdom
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01Pilot envelope
Pilot length8 weeks
First signal10 days
First ROI45 days
Team alongside7 seats · 3 colleagues

8-week compliance pilot; connected repairs, complaints, stock data and vulnerability flags; triage rules reviewed by the compliance lead. The Co-ordinator ran the queue read-only against twelve months of historical damp and mould cases, then graduated to an approval-gated triage and a board-ready evidence pack.

02What it owns
Reports toCompliance Lead, with a dotted line to the Safeguarding Lead on vulnerability escalations and to the Executive Sponsor on regulator-facing evidence.
Owns
  • Daily damp and mould queue — every active case with severity, vulnerability, SLA clock and named owner by 9am
  • Severity triage — codified rubric reviewed by the Compliance Lead, applied consistently across CRM, mobile working and complaints sources
  • Follow-on compliance log — initial inspection, remedial work and re-inspection tracked against agreed SLAs per case
  • Vulnerability cross-check — CRM safeguarding flags joined to the live case so the surveyor sees them on the work order
  • Board and regulator evidence pack — severe-case counts, follow-on compliance and SLA breaches, source-linked back to the underlying cases
Does not do
  • Diagnosing damp and mould cause — surveyors keep the technical judgement; the Colleague surfaces the case and the evidence
  • Closing complaints or regulator cases — drafts the response from the linked case data, the Compliance Lead reviews and sends
  • Changing the severity rubric — proposes adjustments from observed patterns; the Compliance Lead and Safeguarding Lead approve any change
Done looks like

The Compliance Lead opens one queue and sees every active damp and mould case with severity, vulnerability and SLA visible. The surveyor team works that queue rather than five inboxes, and the board pack or any Housing Ombudsman response can be defended back to the underlying cases without a fresh spreadsheet build.

03The team
AI teammates3
MiraReads Civica, Netcall, Totalmobile, Service Connect, the complaints platform and Keystone, joins each damp and mould report into one case, scores severity against the agreed rubric and surfaces a triaged queue every morning.
EliasCross-checks every severe and at-risk case against the CRM vulnerability and safeguarding flags, escalates to the safeguarding lead where the household profile changes the priority, and keeps a reviewed log of vulnerability matches.
SaskiaMaintains the board and regulator-facing damp and mould pack: severe cases, follow-on compliance, vulnerability coverage and SLA breaches, with every figure linked back to its source case.
Human team7
  • Compliance LeadCompliance
  • 4 Damp and mould surveyorsSurveying
  • 4 Repairs supervisorsRepairs
  • 4 Resident support officersResident Services
  • 3 Compliance analystsCompliance
  • Safeguarding LeadResident Services
  • Executive SponsorLeadership
04Connected stack
Civica CxNetcall LibertyTotalmobileService ConnectComplaints platformKeystone Asset ManagementSharePointMicrosoft Teams
05What it returned
100%Severe cases with a named ownerUp from a sampled ~74% on the historical baseline
+31 ptsFollow-on compliance rateInitial-to-re-inspection SLA adherence vs the 12-month baseline
58%Board pack prep time reductionFrom two analyst-days per pack to under one
  • Day 0
    Co-ordinator sessionCompliance Lead, Safeguarding Lead and analysts agree on the severity rubric, vulnerability rules and the first three answerable damp-and-mould questions.
  • Day 10
    First signalMira completes a read-only pass over twelve months of Civica, Totalmobile, Service Connect and complaints data; the actual severe-case count and duplicate rate are sized for the first time.
  • Day 18
    Read-only queue liveDaily damp and mould queue lands in the compliance Teams channel; surveyors correct two severity thresholds and a stock-data join to Keystone.
  • Day 28
    Vulnerability cross-check liveElias joins CRM safeguarding flags to the live case; the Safeguarding Lead reviews and approves the first nine re-prioritisations.
  • Day 38
    Board-ready packSaskia produces the first source-linked pack for the Executive Sponsor; analysts sign off on the severe-case definition and SLA basis.
  • Day 45
    ROI reviewSponsor signs off on owner assignment, follow-on compliance and pack prep metrics; the queue is adopted as the standing source for board and Housing Ombudsman responses.
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