• 16 June, 2023

    Repairs Diagnostics for the Customer Service Centre Many social housing providers recognise the need for a dedicated diagnostics tool. It helps their customer contact centre advisors to assist tenants in diagnosing their housing repairs. A specialist diagnostics repair tool can go beyond the basics of questions, answers and messages. Good tools can use the [...]

  • 16 June, 2023

    Social Housing Repairs and AI – Chatting with ChatGPT There is a lot of buzz around AI and how it might help social housing organisations in all manner of ways. But has anyone thought to ask an AI system itself about how it thinks it might be able to assist? We thought we’d ask ChatGPT if [...]

  • 16 June, 2023

    Do your Tenant Satisfaction Measures measure up? The April deadline for compliance with the new Tenant Satisfaction Measures is fast approaching. How would you show the Regulator that your organisation is taking this seriously? Are there any dark, unexplored corners of your customer data? Would delving into them help you to understand customer sentiments, [...]

  • 13 January, 2023

    Handling Condensation and Mould in Social Housing Now winter is here, many housing providers are seeing the seasonal influx of condensation and mould reports from residents. And it’s estimated that almost one in five homes in the UK suffer with this problem. Often over-simplified and referred to as a “lifestyle” issue, condensation and mould in social [...]

  • 3 November, 2022

    Introducing KeyNamics for Power Pages Omfax is delighted to announce the release of KeyNamics for Power Pages. KeyNamics for Power Pages offers a suite of capabilities that extend the power of Dynamics 365 portals. It enables housing providers to deliver self-service housing repairs and enquiries diagnostics, direct to residents 24hrs a day. TIP: Dynamics Power App Portals have recently been rebranded to [...]

  • 1 November, 2022

    Introducing Keyfax Diagnostics version 4.4 Repairs diagnostics software for the housing sector Omfax Systems, a leading provider of intelligent repair diagnostics for social housing, is delighted to announce the release of Keyfax Diagnostics version 4.4. Keyfax 4.4 introduces dozens of new features, designed to make it even easier for housing associations and councils to understand and streamline [...]

  • 25 October, 2022

    Diagnostic Script Flows with Keyfax Diagnostic script flows introduced with Keyfax 4.4 allow users to explore any Keyfax script in a visual, interactive manner. Script flows are designed to help Keyfax script authors to understand the possible paths and outcomes that residents or call centre advisors can expect. Script flows can also be shared via a [...]

  • 29 September, 2022

    We love working with our partners. And we love it when they re-integrate their latest web-based version of their housing management system with Keyfax. Which is exactly what Capita have been doing recently. Thankfully, we have a secure and simple way to do that through the Keyfax REST API. Keyfax is host ‘agnostic’; it doesn’t mind [...]

  • 5 September, 2022

    When a Social Housing organisation invests in Keyfax, we provide them with our ‘model’ set of diagnostics scripts for housing repairs and enquiries. But, just like a kitchen or bathroom, our diagnostics model needs an update from time to time. We want to make sure we’re providing customers with the most useful and relevant diagnostics we can [...]

  • 3 May, 2022

    Multiple repairs diagnostics sessions with D365 Omnichannel Housing organisations using D365 to manage their Housing stock need to integrate their repairs and enquiries diagnostics. That is available through KeyNamics, which provides the interface between D365 Model Driven Apps, or Power Apps portals, and Keyfax Diagnostic Scripts. However, contact centre advisors often need to handle calls and [...]

  • 8 March, 2022

    Keyfax Administrators have an important job to do; building and maintaining your repairs and enquiry scripts. So, it’s important that they get the right repairs diagnostics training. And not to just understand diagnostics scripting, but so that they can build what you might call “kick-ass” diagnostic scripts. That is, scripts that use the full power that Keyfax provides, [...]

  • 1 March, 2022

    Not just another Schedule of Rates codes picker Let’s talk Housing Repairs. In particular, schedule of rates, better known as SOR codes. You know, the Holy Grail; a customer reports a repair and it’s fixed, first time. BOOM! 100% satisfaction guaranteed, and you’re in the top 100 Best Companies. OK, so not everything is [...]

  • 25 January, 2022

    Should a housing repairs portal use icons, images, photos and videos to help tenants to diagnose their repairs? When used intelligently, to aid tenant and staff understanding, they can provide a much better experience for all. But even now, visual imagery is not always used to its best advantage, and sometimes not used at all. Customer [...]

  • 19 November, 2021

    Shall I Compare Thee to a Housing Management System?  The Top Ten Housing Management Systems in the UK Social housing providers are spoiled for choice with Housing Management Systems (HMS) available in the UK. Their customer service teams need a reliable, easy to use system, whether a Council, ALMO or Housing Association. So, if [...]

  • 3 November, 2021

    One of the many benefits of using Keyfax is the ability to enhance the customer experience through its’ powerful built-in features. Today, we take a look at how Keyfax System Scripts can improve the customer and user experience. What is a System Script? When talking about Keyfax, we often refer to company processes and procedures as [...]

  • 28 September, 2021

    So, you’ve got Keyfax Repairs Diagnostics and/or Keyfax Enquiries Diagnostics installed. The Admin scripters have finished their diagnostic scripting workshops and have tailored the system to your needs. And now, Keyfax is providing quick and accurate solutions when your tenants call. But, if you really want to shift Keyfax up a gear, then you need to do one more thing: [...]

  • 21 September, 2021

    Introduction Orbit Group is one of the largest builders of affordable homes in England, providing services to over 100,000 customers. Established in 1967, they now have around 45,000 homes in the midlands, east and south east of England. As well as this, they plan to build around 1,500 new affordable homes every year. As [...]

  • 14 September, 2021

    Update your Tenant Repairs Portal with Keyfax Repairs Online v4.3 What does your tenant repairs portal look like? Does it just present a dull form, with a lot of text heavy questions? There are alternatives. For example, you could present a pictorial front page which shows all the repairs categories as icons. Then, follow [...]