Gesobau Tenant Service
When leading housing association Gesobau decided to offer a 24 hour online service for tenants to report damage or defects, the aim was to improve tenant services as well as reduce the costs for managing repairs.
The first step in devising an intiutive service for users was to create an easily understood catalogue of defects and locate these throughout the rooms of the building (kitchen, bathroom, bedroom, living room).
Together with software developers Datatrain, Thomas Manss & Company designed a web app for desktop computers, tablets and smartphones that allows tenants to describe a defect using a step-by-step dialogue. From the location to the nature of the defect, this dialogue creates a detailed description that helps Gesobau identify the most suitable remedial action. At the end of the process, tenants can leave a personal comment and a time slot when they are contactable.
