Case study·Social housing

Repairs supervisor morning board

From a scrambled morning huddle — to a supervisor board that already has a plan

52%
Daily planning time reductionMedian supervisor minutes spent rebuilding the day plan vs baseline
“The morning board gave supervisors a plan, not another dashboard.”
Head of Repairs · UK housing association
UK social housing provider / housing association·18,000 homes across the pilot region·6-week pilot·United Kingdom
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01Pilot envelope
Pilot length6 weeks
First signal5 days
First ROI30 days
Team alongside5 seats · 3 colleagues

6-week repairs pilot; connected live repairs and operative feeds; Co-ordinator aligned exception thresholds with the supervisors. Totalmobile, Service Connect, the repairs data warehouse and the van telematics feed were joined read-only against four weeks of historical jobs before the board went live in the supervisors' Teams channel each morning.

02What it owns
Reports toHead of Repairs, with a working line into each of the four supervisors who approved their own board's thresholds.
Owns
  • Supervisor morning board — today's jobs, overnight changes and high-risk follow-ons posted to each supervisor's Teams channel by 7am
  • Exception thresholds — codified definitions of overdue, high-risk and at-risk-of-no-access, agreed supervisor by supervisor
  • Re-route queue — ranked re-route suggestions with travel cost, SLA impact and the operative best placed to take the job
  • Resident pre-call list — appointments flagged for a quick supervisor or planner call before the van leaves
  • Weekly board review — overdue and re-route trend by supervisor and trade, source-linked to the underlying jobs
Does not do
  • Job dispatch — supervisors approve every move; operatives are not re-routed automatically
  • Resident-facing messages — surfaces who to call; supervisors and planners make the call themselves
  • Performance management — surfaces patterns by operative and contractor; the supervisor owns the conversation
Done looks like

Each supervisor opens their morning board with the day already reconciled, the re-routes already ranked, and the high-risk follow-ons already on the list. The 7am huddle becomes a five-minute confirm-and-approve, not a forty-minute rebuild.

03The team
AI teammates3
NatalieReads Totalmobile, Service Connect and the warehouse overnight, reconciles the new job picture against the planned day, and surfaces overdue and high-risk exceptions before 7am.
TheoCompares live van telematics against the morning schedule, drafts re-route suggestions ranked by SLA risk and travel cost, and queues them for the supervisor to approve.
LilaAssembles each supervisor's morning board — today's jobs, overnight changes, high-risk follow-ons, resident pre-call list — and posts it into the supervisor's Teams channel by 7am.
Human team5
  • Head of RepairsRepairs leadership
  • 4 Repairs supervisorsRepairs operations
  • 12 Trade operativesRepairs operations
  • 3 Repairs plannersPlanning
  • 2 Repairs analystsInsight
04Connected stack
TotalmobileService ConnectMicrosoft TeamsOutlookPower BIRepairs data warehouseVan telematics
05What it returned
52%Daily planning time reductionMedian supervisor minutes spent rebuilding the day plan vs baseline
17%Overdue high-risk jobs reductionDamp, mould and vulnerable-resident jobs aged past SLA, vs baseline
96Jobs re-prioritised before SLA breachRe-routes approved by supervisors over the first thirty days
  • Day 0
    Co-ordinator sessionHead of Repairs, the four supervisors and the planning lead align on exception thresholds, SLA definitions and the first three answerable questions for the morning board.
  • Day 5
    First signalNatalie completes a read-only pass over four weeks of Totalmobile, Service Connect and warehouse history; the overnight unjoined backlog and high-risk follow-on backlog are sized for the first time.
  • Day 12
    Read-only board liveLila posts the morning board into each supervisor's Teams channel; supervisors correct two trade categorisations and one overnight cut-off time.
  • Day 20
    Approval-gated re-routesTheo queues re-route suggestions against the live telematics feed; supervisors approve every move and the first SLA-saving re-routes are logged.
  • Day 26
    Resident pre-call liveThe pre-call list goes onto each board; planners pick up known no-access risks before the operative travels.
  • Day 30
    ROI reviewHead of Repairs signs off the three baseline metrics and approves the morning board as the standing artefact for the supervisor huddle.
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