AI-based tenant communication driving improved repairs & maintenance operations

The property management and housing sectors are grappling with mounting challenges. Rising tenant complaints, coupled with inefficient repair processes, are putting immense strain on both teams and residents.

Outdated communication methods and a lack of streamlined information exchange lead to costly delays, increased dissatisfaction, and rising regulatory financial repercussions.

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The High Cost of Sticking to Status Quo Inefficiency

Traditional maintenance workflows are often riddled with back-and-forth communication, lost information due to staff turnover, and a reliance on engineers to act as diagnosticians during site visits instead of being there to fix the issue first-time. This results in:

• Financial Burden: The average cost of call centre interactions, repeat visits, and inefficient scheduling can significantly impact an organisation's bottom line.
• Reputational Damage: Unresolved maintenance issues are escalating into complaints, fines, and negative publicity, eroding trust and harming both company and senior staff’s reputations. 
• Employee Burnout: The constant pressure on help desk staff, exacerbated by inefficient processes, leads to high turnover and further operational challenges.

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AI’s Role in Removing The Strain

AI-enhanced tenant communication platforms like askporter offer a powerful solution to these pressing challenges. By automating and optimising interactions between tenants, property managers, and maintenance teams, these platforms are revolutionising the repair and maintenance landscape.

• Improved Tenant Outcomes: Through intuitive chatbots and self-service portals, tenants can easily report issues, receive real-time updates, and track progress, fostering a sense of control and transparency.
• Streamlining Operations: AI-powered diagnostics and triage capabilities ensure that maintenance teams receive accurate and comprehensive information, enabling them to resolve issues efficiently on the first visit.
• Data-Driven Insights: By capturing and analysing repair and maintenance data, organisations can identify trends, predict potential problems, and implement proactive maintenance strategies.
• Efficiency and Cost Savings: The combination of streamlined communication, optimised scheduling, and increased first-time fix rates leads to significant cost savings and improved operational efficiency.

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The Pushback on AI

“But we want to provide our tenants with a human experience by talking to a human”

To be frank most of your tenants don’t care, as long as the problem is solved. 

Tenants want an immediate response to their issues, and transparency that the issue has been captured and there are next steps being put in place.

Data shows that 74% of customers prefer chatbots over a human corporate agent to solve their queries.*

From industry conversations, I've found that 80% of resident-to-landlord interactions are transactional in nature—raising a request, changing an appointment, or providing feedback on completed work. If residents can self-serve these interactions through smart assistants like askporter, the remaining 20% who require more complex assistance can receive the dedicated care and attention they deserve, without getting lost in the noise.

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“Where is the proof that implementing AI will lead to tangible results”

The proof lies in the real-world impact AI is already having on organisations like Legal & General Affordable Homes (L&G AH). By implementing askporter's AI-powered solution across their 7,113 properties, they've achieved:

• 100% of inbound maintenance requests handled seamlessly by askporter’s AI chatbot.
• 97% success rate in automatic diagnosis and trade matching, reducing delays and improving first-time fix rates.
• Remarkable customer satisfaction (CSAT) score of 4.2/5, demonstrating the positive tenant experience.
• 13% of maintenance requests were either solved by the resident sorting the issue themselves through advice from the assistant, or the issue was deflected as it wasn’t a responsibility of the landlord.

These results highlight the tangible benefits of AI in maintenance management: increased efficiency, improved tenant satisfaction, and cost savings. Every organisation is different and askporter’s team works closely with our customers to understand where their processes can maximise efficiency with AI.

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“I’ll wait to see how others enhance their maintenance with AI before I risk embracing it”

I get the built environments approach to observe how others navigate the adoption of AI in maintenance. However, in today's rapidly evolving landscape, especially with heightened scrutiny on tenant safety and well-being following Awaab's Law, waiting could expose your organisation and tenants to unnecessary risks.

The Housing Ombudsman expects complaints to rise significantly by 150%, with already increasing fines and compensation awarded to tenants.**

Outdated, inefficient processes can lead to delayed responses to critical issues like damp and mould, potentially jeopardising tenant health. The longer it takes to identify and address such hazards, the greater the risk of serious consequences.

AI-powered solutions like askporter enable proactive communication and automation in maintenance management. By facilitating swift issue reporting, accurate diagnosis, and efficient resource allocation, AI minimises delays and ensures timely resolutions, safeguarding tenant health and well-being.

Furthermore, proactive communication and automation in maintenance management through AI can identify potential problems before they escalate into major concerns, preventing costly repairs and ensuring a safe living environment.

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The challenges faced by the property sector are undeniable. However, within these challenges lies an opportunity for transformation. AI-based tenant communication platforms offer a path forward, empowering tenants, streamlining operations, and delivering tangible results.

The hesitation to adopt new technologies is understandable. Yet, the status quo is no longer sustainable. With rising complaints, escalating costs, and increased regulatory scrutiny, the industry must evolve. AI is not merely a trend; it's a necessity for those seeking to thrive in the modern landscape.

The data is clear: AI-driven solutions like askporter deliver measurable improvements in efficiency, tenant satisfaction, and cost savings. By automating routine tasks, optimising resource allocation, and improving repairs and maintenance response, AI empowers organisations to deliver exceptional service while safeguarding tenant well-being.

The future of property maintenance is here. It's time to embrace the power of AI and build a more resilient, responsive, and tenant-centric industry. The choice is clear: adapt and thrive, or risk being left behind.

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Get in touch if you’d like to discuss how your organisation can benefit from AI - ben.yexley@askporter.com 

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* https://www.demandsage.com/chatbot-statistics/

** https://www.housing-ombudsman.org.uk/2024/03/12/housing-ombudsman-consults-on-2024-25-business-plan/

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