Gas, fire, electrical, legionella, asbestos, lifts: managing the risks of ‘the big 6’ is part and parcel of providing safe homes for tenants, and there are plenty of software vendors out there building products to assist organisations with compliance auditing, mobile inspection tools and reporting.
But none of that is any use if, as is often the case, you can’t get access to a tenant’s property to carry out a required inspection.
We’ve spoken with dozens of providers and their tenants, and the size of the problem is clear to us.
One provider we spoke to recently told us that missed appointments on gas safety checks cost them £750,000 a year.
Imagine how far that money could go.
Let’s take a look at why, and what we can do about it.
The pitfalls of traditional appointment scheduling
For many tenants, the current method of booking gas and other safety inspections is outdated and inconvenient. Typically, residents receive a letter informing them of a set date and time, with a phone number they can call to re-arrange.
This approach assumes that all residents are available during standard working hours and that they will receive, read, and act upon the letter in time.
In reality, many tenants are unable to accommodate these rigid schedules due to work, childcare, or other commitments. Others may miss the letter altogether, leading to a cascade of missed appointments, rescheduled inspections, and, ultimately, frustration for both residents and housing providers.
The consequences of these inefficiencies are significant. When inspectors cannot gain access to properties, housing providers are forced to reschedule, incurring additional costs and delays.
Our data shows that the average cost of a missed appointment is £45. To find out how much you could save with Inspection Scheduling here.
The need for a resident-centred approach
The key to resolving these issues lies in shifting to a resident-centred approach, one that recognises and accommodates the diverse needs and schedules of tenants.
Rather than dictating appointment times, housing providers should empower residents to choose a time that works best for them. This not only respects the autonomy of tenants but also increases the likelihood of successful inspections, reducing the number of missed appointments and the associated costs.
Moreover, offering multiple channels for booking inspections—such as online platforms, mobile apps, and automated phone lines—ensures that all residents, regardless of their technological comfort level, can easily schedule their inspections.
These channels should be available 24/7, allowing residents to book or reschedule appointments at their convenience, rather than being constrained by the limited hours of a phone line.
In a world where convenience is increasingly expected, providing these options is not just a luxury; it is a necessity.
Introducing the Inspections Scheduling module
Recognising the need for a more flexible, efficient system, the Made Tech Repairs team has developed the Inspections Scheduling module. This tool is designed to streamline the booking process, making it easier for residents to schedule their gas and safety inspections at a time that suits them.
Through our out-of-the-box integrations with common workforce schedulers, residents can select their preferred appointment times through a user-friendly interface, receive reminders, and reschedule if necessary—all without needing to navigate cumbersome phone systems or wait for office hours.
This not only simplifies the process for residents but also provides housing teams with a clear, organised view of upcoming inspections, allowing them to manage resources more effectively and reduce the number of missed appointments. All communication attempts are logged for audit purposes.
A better experience for all
The benefits of this new approach are clear. For residents, it means greater control over their schedules, reduced anxiety about missing important safety checks, and a more positive experience with their housing provider. For housing teams, it means fewer missed appointments, more efficient use of resources, and ultimately, safer homes for tenants.
As the social housing sector continues to evolve, we must embrace technology and innovation to improve the resident experience. The Inspection Scheduling module from Made Tech is a vital step in this direction, offering a solution that meets the needs of both residents and housing providers.
By making the booking process more convenient and accessible, we can ensure that gas and safety inspections are completed on time, every time, providing peace of mind for all involved.
About the Author
Chris Cottrell
Senior Product Manager at Made Tech
Chris is a product expert with a decade of experience across marketing, delivery, and product management. His passion lies in building user-centred services that deliver key results for clients.
