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AccuServ helps Hyde Group Transform Property Maintenance of 12,000 homes

About Hyde Group

Hyde Group LogoThe Hyde Group is one of the UK’s leading and award winning providers of housing. Founded in 1967, Hyde now manages over 50,000 properties – home to 95,000 residents - across the South and East of England. Hyde’s Property Services Team delivers of responsive and planned maintenance to 12,000 properties of these properties. Over the 2014/15 financial year, Hyde have delivered over 60,000 job orders, totalling over £15m of work on Hyde’s housing stock, with orders covering everything from planned maintenance of kitchens and bathrooms and adaptations for elderly or disabled tenants, through to out-of-hours emergency repairs, gas servicing and void management.

The Solution

Replacing an outgoing process which relied heavily on manual work-arounds, paperwork and disparate, unintegrated software systems, InterNETalia’s AccuServ solution enables Hyde’s Property Services team to deliver a more effective, more efficient service to residents. This has delivered multiple benefits to Hyde, including reduced costs, improved visibility of jobs and related stocks and staff, and significant improvements to customer satisfaction.

This has been delivered through:

  • Closer integration with sub-contractors
  • Integrated mobile working to enable better communications with field-workers and track non-productive work
  • Stock control & and van replenishment through integration with Grafton Buildbase
  • Improved “first time fix” rates
  • Timely, accurate and detailed information delivered on demand and in real time

Jobs are raised by the Hyde call centre directly in to AccuServ. The AccuServ integration solution raises the job in The Hyde Groups Northgate housing management solution. This gives the best of both worlds with all repair diagnostics and history always available in the AccuServ rapid job entry screen, but with the repairs detail immediately available in the Northgate housing management solution should the resident call the main Hyde Group.

Just in Time/Emergency Stores

Hyde use Buildbase to manage their stores and Van Stock from a co-located Buildbase store. Using the sophisticated AccuServ stores and van stock module, Hyde have introduced real innovation to the industry. If an item is required urgently on site, the operative orders it on their mobile and it is delivered to site by Buildbase. For example, an operative arrives at a vulnerable residents’ property to repair the bath and finds it is beyond repair. They order the new bath on their mobile and proceed to remove the old bath. AccuServ creates the purchase order, applies all the authorisation rules and when these are satisfied the order is placed electronically in the Buildbase system. Buildbase load the bath on a van and deliver to site. On the return journey, they deliver van stock replenishments to operatives.

Doorstep Appointments

Hyde GroupFurther innovation has allowed Hyde operatives to book follow-on appointments directly with the resident before leaving the property.
The operative asks the resident their preferred date range and the mobile asks for available appointments via the AccuServ web service. Genuine appointment slots are returned and the resident decides which one suits, and this raises the follow-on visit in AccuServ automatically with the appointment slot defined, the trade required, description, estimated time and SOR codes required.

“We felt AccuServ was Head and Shoulders above all other repairs solutions in the market and the ‘can do’ attitude of the AccuServ team inspires the confidence we need to bring the huge operational changes required to Hyde Property Services.”
Paul Woodham, Director at Hyde Property Services

About InterNETalia

InterNETalia, with its flagship AccuServ product, delivers best-in-class Housing Repairs Management Solutions for Housing Organisations and Contractors. Formed in 1997, the company develops ERP and Contract Job Management software solutions that are widely deployed by Housing Organisations, Contractors, the Steel Stockholding Industry, and in the Heating, Plumbing and Electrical industry.