Capita plc has secured contracts with mhs homes and Rochdale Boroughwide Housing to deliver ResponsEye, a video-streaming solution developed from emergency services software, 999eye.
ResponsEye enables tenants with smartphones and tablets to live-stream videos of the property direct to customer support teams, with no app required. Tenants experiencing an issue with the property, such as a leaky tap or tripped circuit breaker, will be able to show property maintenance operatives what the exact problem is through a video link.
When a housing association receives a call from a tenant, they will be asked if they would like to provide a live video stream of the scene using their smartphone or tablet. Using ResponsEye, the operative will send a text or email message with a secure, one-time link that opens a live stream direct from the device to the customer adviser. No data is taken from or stored on the caller’s device.
Calls will be handled by the customer contact centre in the first instance and if the problem is more complicated, the call will be passed onto a repairs or housing officer who will have the technical experience to support and advise the tenant accordingly. The contact centre staff and the property officers will be able to send links to live-stream videos. This also ensures the associations have a route to carrying out work when Covid-19 restrictions prevent household visits.
Being able to view the property in real time will help operatives evaluate the situation and advise tenants on how to fix the issue. For example, telling them where the fuse box is and how to ‘un-trip’ the switch. If the engineer must visit the property to fix an issue, such as a leaky tap, the video would have helped them identify the exact replacement part required.
ResponsEye can also facilitate property viewings with potential tenants. A housing officer will be able to live stream a ‘viewing’ to up to ten people in an interactive way where they can request to see a room again or ask for a closer view of cupboards.
Additionally, if a tenant intends to purchase a property, ResponsEye can support the process by enabling them to live stream a video to a surveyor. This means that the surveyor does not need to physically visit the property which helps to save time and costs.
Andy Hamlyn, managing director of Capita One, said: “This is a great example of how versatile our software solutions are and how they can be applied to different sectors. We pride ourselves in developing and adapting technologies to deliver the best solutions and services for our clients so they can deliver better outcomes to their communities.”
Capita’s 999eye was initially developed to enable emergency callers to share accurate location information through live incident footage with control room operators. This ‘eyes on the scene’ technology helps to give despatchers an accurate picture of exactly what help is required and enable quick decision making. It is currently used by 30 emergency services across the UK and the US.