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Kier, a leading construction, services and property group, has today launched an exclusive smartphone application - the Kier Repairs app. The free to download app will enable tenants and companies, eligible for Kier's repairs, maintenance and facilities management services on their home or business*, to report repairs directly using their smartphone.
With half of all adults in the UK now estimated to use a smartphone (around 40 million people), the free Kier Repairs app for smartphones, provides eligible Kier customers with even more choice in how and when they can report responsive repairs. The app, which is currently being piloted to residents of council properties in Harlow, is now being rolled out to all eligible Kier customers and clients across the UK.
Kier has worked closely with Harlow Council and its tenant representatives, as well as Kier facilities managers who are responsible for offices and schools, to develop the app which is easy to use and allows instant and efficient reporting of a repair directly to Kier's local call centre via a simple process.
Kier's strategic business improvement director, Jackie Ducker, commented: "At Kier we aim to be as accessible to our customers as possible and have developed the Kier Repairs app as an additional, free service working alongside existing methods to make Kier even more accessible and increase choice for our customers. Harlow Council's input into the development and communication process has been key in the app's successful delivery. We look forward to working closely with all our clients to roll this service out to customers across the rest of the country."
The app has been designed to further simplify the repair reporting process and includes a camera function allowing customers to take a picture of the issue they are reporting. This not only helps the customer in accurately describing the issue, but also saves the call centre time in diagnosing how to repair and, on some occasions, they will be able to offer solutions over the phone rather than asking a Kier operative to come out. This process also helps break down some language barriers for tenants who may find it difficult to converse over the telephone.
Furthermore, the app allows customers to report repairs at a time convenient to them rather than restricted to call centre opening times. Repairs can also be reported on behalf of customers who themselves do no own a smartphone - for example, the relatives of elderly residents.
Harlow Council's Portfolio Holder for Housing, Cllr Clive Souter, said: "This is all about making the repairs and maintenance service more convenient. For smart phone users, apps are now part of their way of life, so to us it made absolute sense to make use of this platform.
"We've worked with housing tenants and Kier during the testing phase to ensure the app is simple and effective. Of course tenants can still talk to us about repairs by phone or by calling in, but I'm confident more and more of our tenants will opt for the convenience of smart phones to sort out repairs and maintenance."
Kier is leading the way in the vital area of social housing, carrying out repairs and maintenance to over 240,000 council properties across the UK. The company deals with over 650,000 responsive repairs nationwide per year, equating to more than one repair per minute every day of the year** and covering a wide range of jobs from fixing a tap to resolving an electrical fault. Kier is also dedicated to designing, and operating, facilities services solutions to meet individual organisations requirements both within the public and private sector, managing a complete range of facilities services at more than 4,000 locations in the UK.
Developed in close consultation with tenants of council properties and Kier facilities managers, the app gives customers and clients a new, convenient way of reporting repairs, in addition to existing methods such as telephone, email or in person at Kier's local call centres.
Jane Steer, a Harlow tenants' representative and member of the repairs service improvement panel, said: "Harlow tenants are delighted to support this new venture. The app means that tenants can photograph a problem, describe what is wrong and book a suitable time for the repair to be carried out - so saving themselves and Kier both time and, in many cases, money."
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Rachael Hunter
Acceleris Marketing Communications
Town Centre House
Cheltenham Crescent
Harrogate
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