Challenges
Camden Council faced significant challenges managing damp and mould issues within its housing stock, receiving 113 complaints related to damp and mould in 2022.
The existing reporting system, the ‘Camden Account’, did not have a way to report damp and mould issues, instead, residents were signposted to a form that was not mobile optimised resulting in a poor user experience and issues with triaging and booking the work.
This process led to delays in addressing issues, exacerbating health risks for tenants and potentially breaching upcoming legislative requirements under Awaab’s Law, which mandates prompt action on damp and mould hazards.
Approach
To address these challenges, Camden Council partnered with Made Tech to implement a more streamlined and user-friendly reporting system. Using Made Tech Repair’s Camden have improved their ability to effectively triage damp and mould cases while offering an improved user experience for their residents. The key features of this new approach included:
Photo uploads
Residents can upload photos of the affected areas, providing the repairs team with clear visuals to assess the severity and nature of the problem.
“With photos added to each repair, our team can easily assess the severity of the issue, allowing us to deploy the right person and, hopefully, the right solution in an appropriate timeframe.” – Amy Martin, Housing Repairs Contact Centre Team Manager
Improved triaging
The system flags urgent cases based on answers about the health of the household, ensuring that severe damp and mould issues are escalated immediately so Camden can meet its legal obligations under Awaab’s Law.
No login required
Residents can report their damp and mould issues from the same system as other repairs without needing an account, simplifying the process and encouraging prompt reporting.
Standardised design
The platform adheres to government guidelines and is based on user research, ensuring ease of navigation and a familiar, trustworthy interface.
“We’re happy with everything Made Tech has done so far. They’ve listened to our needs and have continuously innovated and problem-solved to improve the system in a timely manner. Being a customer means that we get to share this feedback and shape the product which we don’t always get to do with our software suppliers.” – Juliana Beshiri, Product Delivery Manager
Results
The implementation of Made Tech’s damp and mould module has yielded significant benefits for both Camden Council and its residents:
Enhanced triaging
The ability to upload multiple photos along with the household health questions we ask has improved the repairs team’s capacity to assess and prioritise cases based on severity, ensuring that urgent issues are addressed promptly.
Improved preparedness
With detailed information and visuals available before attending a repair, Camden’s Mould Inspectors are better equipped to address the specific issues, leading to more effective and efficient repairs.
Compliance with Awaab’s Law
The system’s features facilitate timely responses to damp and mould reports, helping Camden Council meet its legal obligations under Awaab’s Law, which requires social landlords to investigate and fix dangerous damp and mould within set time periods.
By adopting Made Tech’s damp and mould module, Camden Council has significantly improved its response to damp and mould issues, enhancing tenant satisfaction and ensuring compliance with legislative requirements.
