Case Study: Central Bedfordshire Council achieves higher first-time fix rates with SightCall

Central Bedfordshire Council Digitally Transform Tenant Services

Central Bedfordshire Council manages more than 5,390 properties and 12,000 tenants, handling about 25,000 routine repairs each year. As COVID-19 disrupted in-person service, the council needed a secure way to improve first-time fix rates, reduce unnecessary visits, and keep repair reporting moving for tenants who were already comfortable with digital channels. SightCall’s remote visual support solution was chosen to help modernize tenant services.

Central Bedfordshire Council deployed SightCall in just weeks for its maintenance advisory team, using live video and diagnostic software to triage repairs remotely, gather photos and measurements, and guide self-service fixes. The rollout expanded across property and asset planning teams, cutting site visits and travel while clearing the pandemic backlog quickly. First-time fix rates jumped from 77.3% to 98.84%, and customer satisfaction rose to the late 90s.

Central Bedfordshire Council

Kim Hopcroft

Operations Manager