Case Study: The Royal Borough of Kensington and Chelsea TMO achieves 95% customer satisfaction with Capita One

Transforming repairs services in Kensington and Chelsea

The Royal Borough of Kensington and Chelsea TMO, one of the UK’s largest tenant management organisations, wanted to bring its property repairs service in-house to improve the customer experience. With resident satisfaction stuck at around 65% and a highly manual, labour-intensive process for managing repairs across 10,000 properties, the TMO turned to Capita One for support, using Capita’s OPENContractor and related housing/mobile solutions.

Capita One implemented OPENContractor with Capita TotalMobile to integrate repairs planning, scheduling, stock control and mobile job updates, while reducing manual re-keying and enabling dynamic appointment management. The result was a much smoother, more automated repairs operation, tighter stock management and better visibility of work in progress, helping The Royal Borough of Kensington and Chelsea TMO raise customer satisfaction from 65% to 95% in the first six months.

The Royal Borough of Kensington and Chelsea TMO

Andy Marshall

Repairs Managing Director