Case Study: Newydd Housing Association improves repairs, tenant satisfaction and efficiency with Totalmobile Connect

Newydd Group - Customer Case Study

Newydd Group, a housing association in Wales, faced significant challenges in delivering its maintenance services, including poor staff retention, managing a changing workforce culture, and ensuring efficient repairs. To support its strategic move to bring these services fully in-house, the organization partnered with vendor Totalmobile and implemented their Connect job management solution to gain control and visibility over its operations.

By deploying Totalmobile's cloud-based Connect platform, Newydd integrated a streamlined system for scheduling jobs, communicating with tenants via SMS and email, and managing van stock. This solution provided live KPI dashboards and enabled more efficient resource zoning. The results were substantial, including a 96% appointment success rate, 98% of emergencies completed on time, a 2% reduction in voluntary staff turnover, and an impressive 97% customer satisfaction rate.

Newydd Group