During the first COVID-19 lockdown, we looked at how we could continue assisting customers with repair inspections using smart devices.
We carried out some inspections using WhatsApp on a trial-basis, which was very well received by both customers and officers.
The aim of the video inspections pilot was to assess how well video technology worked to diagnose housing repairs, without the need for face-to-face contact.
Following the success of the pilot, we continue to conduct virtual video inspections and have implemented a software programme that officers have used to extend the scheme.
Benefits of video inspections
There are obviously some defects that cannot be diagnosed virtually. However, we’ve had success using virtual inspections in the following areas:
- External works e.g. paving, gutters, gates, fencing, ponding
- Minor repairs e.g. internal door twisted/damaged, plastering, painting, cracks in door, door leaking in, window twisted, door rotten
- Glazing repairs
- Kitchen units / drawers broken
Video technology has also helped:
- Increase staff and customer safety during widespread health related challenges such as COVID-19, particularly where families may be self-isolating
- Reduce travel costs and the council's carbon footprint
- Increase efficiency for both customer and the council
- Allow for property inspections at specified times, particularly during inclement weather when repairs reported are associated with rain e.g. leaking doors, external ponding of footpaths.
How video inspections work
- The officer contacts the customer to explain the process and benefits of a virtual inspection
- If accepted, an appointment slot is agreed and a secure link is sent to the customers device, either by text or email from Wigan Council saying: "You have been invited to start a remote guidance call"
- The video software is very simple to use. Customers simply click on the secure link to access the system before accepting the pop-up which states: "By continuing this call you are giving consent for this to be recorded"
- A connection is then made, and the video call begins
- A shared live video stream is created that can be viewed by both the officer and the customer, while they are discussing potential solutions to an issue. The officer can pause and annotate on the video to highlight certain images and improve the support and guidance being provided.