Product

Case Study

Damp and Mould AI Triage Tool

Use Alix to prioritise urgent cases, provide a better resident experience and help overwhelmed teams acheive their goals.

Awaab's Law Measures

New regulations require landlords to respond to damp and mould issueswithin 14 days or 24 hours in case of emergency

Emergencies can be driven by the issue at the property, health impacts or other factors, such resident vulnerability

Making a judgement on urgency and course of action requires expertise, however at high demand times, this can be a scarce resource

Failing to act appropriately can have serious consequences, so keeping a record of interactions, data shared and how decisions were taken is very important

Emergencies can be driven by the issue at the property, health impacts or other factors, such resident vulnerability

The potential financial liability for housing providers in cases of disrepair is significant, having adequate documentation can help evidence due process

AI-powered Triage

Alix’s WhatsApp-based chatbot enables a landlord to immediately make contact with a resident reporting damp or mould

Information about the case can be gathered remotely, including photographs, videos, property and resident insights, all of which feeds into recommendations

Emergency cases can be identified and triaged as high priority

Residents gain real time updates on their issue and the steps being taken to resolve it

This accessibility-informed approach uses a familiar digital tool and offering communication options that are sensitive to the communication needs of tenants

Solution

Hyper-local newsletter on WhatsApp for the Kings Cross area specifically. This included:

Desire to raise awareness of local initiatives and opportunities on estates in Kings Cross, London

Hear from more residentson local issues, including those “seldom heard”

Test an innovative approach to resident engagement and regulatory alignment

Delivered via a one way, channel approach, that allows resident feedback directly to Peabody and within GDPR guidelines.

Regular newsletter posts and opportunities for feedback via polls for specific onsite proposals, e.g. local enhancements desired by residents.

Outreach via events, email, flyers and posters on site to raise awareness of the channel

Delivered via a one way, channel approach, that allows resident feedback directly to Peabody and within GDPR guidelines.

Regular newsletter posts and opportunities for feedback via polls for specific onsite proposals, e.g. local enhancements desired by residents.

Outreach via events, email, flyers and posters on site to raise awareness of the channel

Results

Transparency on the severity of cases and associated reporting

Less pressure on teams due to AI-powered triage of damp and mould cases

A clear system for prioritising resident issues based on a deep understanding of the nature and extent of the problem, contextual factors, and any resident vulnerabilities or health impacts

Reduced financial risk associated with the lack of process documentation and resident communication

Better customer satisfaction outcomes and TSMs

Debbie

enham trust

To listen to what people wanted, and you interacted with the group really good. And I think that's really important that a company listens to what somebody wants more than giving it to them."

George

Peabody Resident

It’s about having people who care about the place, want to take care of the estate, and make it nice for their neighbours."

Sahil Khan

Peabody

It could really build goodwill and trust… it’s doable and could solve a lot of engagement communication, and satisfaction issues."

Ashleigh

Digital Directory User

Couldn’t be easier to use! This should be in every GP surgery and hospital too.”

Louise Thorp

Aster Group

Alix helped us re-imagine our future service provision and we’re excited about how easy it is to use. We aren’t really ‘techie people’ and we feel more confident about technology now.”