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Starting Well Engineer - Pilot Overview


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At Bromford Lab we believe in sharing the learning from our experiments. This is an overview of a pilot to encourage customers to complete basic repairs themselves

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Starting Well Engineer - Pilot Overview

  1. 1. Starting Well Engineer Pilot Overview Concept Team: Jason Holder, Helen Smith Design Lead: Tom Hartland/Simon Penny Insight Lead: Khush LonghurstJune 2017
  2. 2. This pilot is to establish whether the Starting Well Engineer role meaningfully reduces repairs volumes by coaching customers to carry out basic repairs.
  3. 3. Every year Bromford experiences a large demand for small everyday repairs. Our engineers have reported that many of these repairs are easily avoidable, however the customer doesn’t feel suitably equipped with information, skills or tools to complete them themselves. Data also shows that customers tend to report higher numbers of repairs at the start of their tenancy than at any other time. Anecdotally, there are a variety of reasons for this, including works that should have been picked up at void, customers not being fully aware of how to maintain their homes and customers not understanding which repairs they could carry out themselves. Early feasibility exercises also confirmed that many customers didn’t feel they had ‘adequate permission’ to complete any repairs while in the property. An initial test phase explored both our operational ability to deliver the service and the value of doing so over a period of 6 months. During which we found no evidence of a reduction in repairs volume – namely because of complications recording SWE initiated repairs (i.e. void works had been reported) or those raised by the customer following the SWE visit. There was an increase in customer’s self-reported confidence for all repairs and customer sentiment was generally very positive. The visit lengths did gradually increase across the 6 months to the point where the average duration was around 90 minutes – again, this seemed to be completing outstanding void works. Keeping visits to a more reasonable timeframe (60 mins) will only improve the viability of the service. WHY PILOT?
  4. 4. A colleague in repairs support coordinates bookings with customer SWE coaches customers on repairs and collects some data Feedback carry out follow up calls for more information and Insight analyse trends Neighbourhood coach notifies repairs support when a new customer signs-up CUSTOMER EXPERIENCE
  5. 5. PILOT FOCUS Leaky Taps Running Toilets Damp & Condensation Lightbulbs Faults & Fuses Stopping a leak using the stop-cock and isolator valves Stopping a toilet from continuously running Preventing damp and condensation Replacing halogen, covered or strip light bulbs Diagnosing minor electrical faults and replacing fuses.
  6. 6. PILOT OVERVIEW Customers moving into their homes will be given an appointment with a “Starting Well Engineer”, for around two to three weeks after their move in date. During this appointment the engineer will both give the customer guidance on how to carry out small jobs around the home, and provide them with a toolkit containing the basics for household maintenance. During the period prior to this appointment, the only repairs the customer will be able to raise will be emergencies. Neighbourhood Coaches explain the process with customers at sign-up. They will explain which repairs are considered emergencies, which can be carried out by the starting well engineer, and which we would consider the customer’s responsibility. They will be thorough in going through the basic details of the home maintenance, such as positioning of stopcocks etc. CSC will be briefed on the changes, and alerted by a CRM pop-up when they are dealing with a customer taking part in the scheme. For the purposes of the first phase of the test, as soon as a customer has had their appointment they can raise repairs as normal through CSC. In the second phase, CSC will be asked to challenge customers who are reporting repairs that (in theory) they might be able to carry out themselves after the Starting Well Engineer’s visit
  7. 7. The initial test phases took place in repairs central area, however this caused confusion with housing manager referrals to SWE. We will be rolling the pilot out over two Localities – Marches and Staffs. Any customers moving into a void property in these localities will be expected to receive a SWE visit. Initially mutual exchanges and transfers will not be considered. However, this may be considered as a ‘sub-test’ once the pilot is established and our SWE have capacity. Other individual high users may also be approached proactively by the SWE – if the NC advises it. The pilot will exclude temporary accommodation (on licence) and supported accommodation. For the period 3rd Feb – 11 Aug (based on average new lettings in these localities over the last three years) we can expect around 149 SWE visits in Marches and 230 in Staffordshire. CUSTOMER INVOLVEMENT
  8. 8. PILOT TIMETABLE 23 - 27 Jan 23 - 27 Jan 13 - 17 Feb 20 - 24 Feb 28 April Brief NCs in Marches/Staffs/(+BC) about SWE pilot responsibilities 1 - 25 August 5 - 14 February NCs begin to make referrals to SWE for each sign-up (Pilot Goes Live) First SWE visits should be completed, shadowed by TH/HS First performance review (TH/HS/JG/SWE), process refinement First data quality review, monthly thereafter (KL) 6 month evaluation (KL) 12 month evaluation (KL) It is imperative that the data be reviewed and processed at regular intervals to ensure correct measurements are being recorded and give early ‘health checks’. Kush Longhurst will lead on the data evaluation. Tom Hartland and Simon Penny will assist Helen Smith in evaluating whether the process is effective at reaching outcomes and remove obstacles.
  9. 9. The pilot has seven core objectives: Feb - August 2017 PILOT AIMS & OBJECTIVES ● To see if SW engineer reduces number of repairs raised and the number of repairs calls, in particular in relation to the specific repairs where the SW engineers are offering coaching ● To better enable customers to carry out minor repairs themselves. ● To ascertain workload/capacity of SW Engineer, and amount of time needed with customer. ● To ascertain whether void works are being missed/not carried out to necessary standard and to remedy this. ● To potentially better develop the ability to identify “max” repairs customers; i.e. those most likely to be heavy repairs service users. ● To gain a picture of the different types of repairs that are raised by customers. ● Ensure the current proposed process is fit for purpose
  10. 10. MEASURING IMPACT Quantitative & Qualitative Measurement ● We will compare number of repairs (overall and specific repairs where customers are being coached) raised during the test with: ○ Historic data for the same localities in terms of repairs raised and causes for a call to be raised for a repair. ● We will compare the number of repairs calls received during the test with historic data to see if the pilot has caused a fall in repairs volumes. ● We will review if there are any cost savings being delivered as a result of the starting well engineer visits, by reviewing the following: ○ Reviewing average time/ cost of a visit to the average time/ cost of a normal repair. This will identify a cost saving if there has been a fall in repairs ● Ensure the process is being followed with the correct types of repairs being raised pre visit (emergency repairs only). ● Review if resourcing allows for appointments to be booked in during the correct timeframe. ● Customers involved in the test will be surveyed at the end of their visit. They will be asked about what aspects of the visit appealed to them the most in carrying out specific tasks around the home. The survey will also gather their confidence to carry out the repairs before and after the visit. ● Starting Well Engineers will provide qualitative feedback regarding whether required repairs could/should have been carried out at void period. Tom Hartland has designed this survey, whilst Helen Smith will input this information and pass on to Insight Team for evaluation. ● Use a mixture of qualitative and quantitative data collected during pilot to make predictions about which incoming customers will require most repairs (or most help with maintaining their home). Test these predictions against actually repairs levels to see whether they work as an accurate basis for profiling customers’ repairs needs. Khush Longhurst will take responsibility for correlating the data collected during the pilot This information can be extracted through the repairs tables.
  11. 11. The service has not yet been tested alongside localities or neighbourhood coaches, we expect there to be a number of challenges and opportunities that arise from the locality approach. As with the first test, there will be limited long term findings throughout the pilot, so we will be unsure whether self-repairing behaviour is evident throughout the customer’s tenancy, or whether they return to using the repairs service for minor repairs. Because of this a review of households visited during the test will be completed alongside the pilot. LIMITATIONS
  12. 12. The critical aspect for this pilot will be establishing whether the service achieves its desired outcomes. Any complications in reaching this outcome should be identified and resolved during the initial data quality reviews. CONCLUSION & RECOMMENDATIONS
  13. 13. Starting Well Engineer Bromford Lab Can we reduce repairs volume by coaching customers how to carry out basic repairs?