Case Study: The City of Edinburgh Council improves housing repairs service with Totalmobile

The City of Edinburgh Council - Customer Case Study

The City of Edinburgh Council, a major UK local authority, faced challenges with its manual, paper-based social housing repairs process. Their inefficient system created administrative burdens, limited tenant access to request services, and lacked a seamless digital experience. Partnering with vendor Totalmobile, the council began a digital transformation of its operations.

Totalmobile's solution integrated with the council's existing systems via open APIs, creating a digital portal for tenants to report issues 24/7. This streamlined workflows and eliminated manual data entry. The results included a 15% increase in digital channel use, allowing the contact centre to handle higher call volumes without extra staff. Totalmobile enabled the council to prioritize repairs for vulnerable people and modernize its service delivery for both tenants and field operatives.

The City of Edinburgh Council

Jane Meagher

Councillor