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 that simple. But, with Keyfax, raising repairs is super easy.
Keyfax repairs diagnostics has helped social housing landlords, and local authorities report property repairs for over 25 years.
Most Housing organisations use the National Housing Federation schedule of rates, their own bespoke codes, or a mix of both.
Whatever your catalogue of SOR codes, Keyfax will record the correct SOR code first time, every time.
At the start of anyone’s Keyfax journey, Omfax will upload all the SOR codes you need. When new sets of SOR codes come along, you can upload them manually, or request our help to bulk upload.
Now that you have your schedule of rates codes in Keyfax, you are good to go.
Creating a repair process in Keyfax takes just four simple steps.
Create a flow chart of your repair in Visio, or scribble it down on a tissue or piece of paper!
Create the content you want to include in your housing repair. Keyfax uses a combination of questions, pop-up messages and logical steps, to reach an outcome.
Simply click and drag your content where you want it. Want to change it? No worries, just move and place it until you’re happy.
Lastly, pop your service (SOR) code into your content. Relax, grab a coffee, you’re done…
So, let’s take a deeper dive into SOR codes.
Each uploaded Schedule of Rates code includes this key information:
When uploading an SOR code you can also choose to give it a default priority.
TOP TIP – We highly recommend every SOR has the same default priority, which is generally your routine, non-urgent priority.
Why – because as you develop your diagnostic scripts they can override the default priority. It’s a great feature of Keyfax – your flexible friend. You can change the default priorities within the logic of your diagnostic scripts, to match your policies.
Below is a simple repair process for a damaged light switch.
Using a couple of questions, we can ensure the advisor logs the repair with the correct SOR and priority.
Multi-trade – it’s a phrase that can give your repairs team the chills.
When using Keyfax in a contact centre, you can add multiple schedule-of-rates outcomes to a single order (depending on your host integration).
Returning multiple SOR codes is useful if a customer is reporting same-trade repairs. For example, they report a dripping kitchen tap and a loose basin. Using the “Add another” feature, the Advisor can simply add another repair onto the same repairs order.
You can, of course, apply the same approach to multi-trade, but your systems and contractor need to be able to handle it.
Additionally, Keyfax supports the use of multiple SOR schedules.
As an example of adding multiple SOR codes, here’s a demo of “add another” in Keyfax, as developed with Melin Homes:
Apparently, this is a quote from Albert Einstein. Clever chap, that Albert.
And that ability to change is a cornerstone of Keyfax.
Using Intelligent diagnostics, you can change the outcome and ensure the diagnostics uses the right SOR code and priority.
Typically, it might depend on the time, date, tenure, vulnerability, or any piece of information from your host system.
For example, the repair process below relates to a faulty electric heater.
To sum up, Keyfax is not just a generic SOR code picker.
It provides users and tenants with the ability to log repairs easily and consistently. And, at the same time, ensuring the correct schedule of rates and priority are recorded seamlessly, in the background.
Additionally, using intelligent scripting, Keyfax can automatically apply different priority levels, without even asking the advisor to make the decision.
As always, we’re happy to talk SOR codes with anyone, so please feel free to get in touch.
And there’s more help here, if you find yourself on the SOR Merry-go-round.