Remote Visual Assistance in the Social Housing sector.

Key Takeaway:

      • Remote visual assistance through AR-enhanced video can greatly benefit property management, social housing, and maintenance companies by reducing resident visits, improving safety concerns, enabling team collaboration, and providing accurate assessments of issues.

      • Key benefits and usage scenarios of remote visual assistance include tenant DIY assistance, remote inspection, surveyor approvals, and improved accuracy in assessing issues. This technology also offers additional benefits for organisations, such as cost reduction, productivity increase, damage limitation, and improved customer insight.

      • assistAR’s Remote Visual Assistance Solution offers a comprehensive and user-friendly platform for implementing AR video technology in property management, social housing, and maintenance companies, revolutionising customer service and reducing costs.


    Social Housing Associations adopting remote visual assistance can improve customer service and lower costs. By leveraging innovative technology to provide immediate support and guidance to residents, housing associations can increase efficiency and satisfaction levels. Remote visual assistance enables housing associations to solve issues faster, eliminate the need for on-site technicians, and enhance their overall service quality. Address resident demands and concerns promptly and efficiently with remote visual assistance.

    The Challenge for Property Management, Social Housing and Maintenance Companies

    As someone who works in property management, social housing, or maintenance, you know that there are always new challenges that arise in your field. One big challenge that we all face is providing excellent customer service while also keeping costs down.

    In this part of the article, we’ll look into one solution that could help companies like yours meet this challenge: remote visual assistance.

    We’ll start by discussing the importance of safety concerns in the property management and social housing fields.

    Importance of Safety Concerns

    Ensuring safety is of paramount importance in property management, social housing, and maintenance companies. Negligence in addressing safety concerns can have disastrous consequences. It is imperative to take necessary measures to prevent accidents, harm to residents and workers, reputation damage, and legal liabilities.

    The use of remote visual assistance can significantly reduce the risks associated with on-site visits. It enables experts to assist tenants through video links from a safe location. Remote inspection and approval of repairs or alterations can also be done without endangering anyone’s safety.

    By adopting the latest technology, organisations can ensure that their workers and customers are not exposed to unsafe conditions unnecessarily. This approach not only complies with regulations but also fosters a culture of responsible and safe practices across all operations.

    Staying ahead of the curve in offering advanced customer service solutions can give organisations a competitive advantage. Failing to adopt such technologies could result in losing new customers or potential revenue streams caused by lack of trust in an organisation’s ability to meet safety standards. Therefore, it is crucial for businesses to prioritise the importance of implementing efficient safety protocols using remote visual assistance.

    Say goodbye to inconvenient and time-consuming resident visits with the power of remote visual assistance.

    Remote Visual Assistance to Reduce Resident Visits

    As someone who works closely with housing associations, I know that customer satisfaction is a top priority for any organisation. In the quest to improve customer service while also reducing costs, remote visual assistance has emerged as a promising solution.

    In this part of the article, we’ll explore how remote visual assistance can help to reduce resident visits, ultimately improving the overall customer experience. Specifically, we will delve into the workings of AR video and how it can be used to initiate a video link, allowing housing associations to provide timely and efficient support to their residents.

    How AR Video Works

    Remote visual assistance utilises augmented reality technology to provide real-time video solutions. AR Video works by capturing and transmitting the visual data of a specific location or object to a remote expert, who can then analyse it and provide appropriate instructions. The remote expert is typically equipped with the necessary tools and resources to troubleshoot issues, and they guide residents through the repair process.

    The AR-based system enhances the efficiency of communication between tenants and maintenance technicians by providing live video feeds that enable experts to diagnose problems and offer solutions quickly. This technology also reduces the need for on-site visits, which saves time, reduces travel expenses, risks, liabilities, & hassle while increasing customer satisfaction.


    AR Video enables property management teams not only to monitor client equipment remotely but also to manage complex maintenance tasks requiring technical expertise from disparate staff members around the globe. In addition, maintenance teams can collaborate irrespective of location for fast resolution.

    Pro Tip: Before using Remote Visual Assistance Solutions or any new tech product in your organisation, make sure your team undergoes comprehensive training to ensure full compliance with established operational requirements.

    Connecting in a snap, initiating video link brings remote assistance to your fingertips.

    Initiating Video Link

    To start a remote visual assistance session, users can initiate the video link by following these steps:

        1. Open the remote visual assistance app or platform on your device and log in.

        1. Select the relevant tenant or property to assist from your dashboard.
        2. Select the option to start a live video call with them.
        3. The tenant will receive an alert on their device and must accept the call reques
        4. Once connected, users can use the camera on both ends to collaborate visually in real-time.
        5. To end the call, select the “end call” option on either device.

      Initiating video link through remote visual assistance technology not only enables real-time collaboration but has unique benefits. It creates a detailed work audit trail that includes important data like timestamps and images captured during calls. This information is saved automatically for future reference, greatly reducing dispute resolution time.

      organisations can enhance customer engagement and reduce costs by encouraging tenants to connect via remote visual assistance instead of sending technicians out for simple issues. The housing association can also gather insights into common customer complaints or preferred communication channels thanks to the rich data provided by these systems.

      Unlock the true potential of remote visual assistance with these key benefits and usage scenarios for property management and social housing companies.

      Key Benefits and Usage Scenarios

      As a social housing association, ensuring efficient customer service and cost reduction are key concerns. One exciting solution to these challenges is the adoption of remote visual assistance technology. With this technology, housing associations can reap a variety of benefits and import new usage scenarios. For example, tenants can receive DIY assistance remotely, and inspections and approvals can be completed remotely. This leads to more accurate assessments and enables team collaboration. Ultimately, by utilising remote visual assistance, social housing associations can revolutionise their customer service and reduce costs.

      Tenant DIY Assistance

      Using Remote Visual Assistance, Social Housing Associations can provide support to tenants for their DIY tasks without sending any professionals to the site. This would save time and costs incurred in travel, thereby providing efficient customer service.

      Here’s a 4-step guide on how Tenant DIY assistance works:

          1. The tenant initiates a video call to the property management company through assistAR’s Remote Visual Assistance Solution.
          2. The property management team will assess the task and assist in providing guidance via live video feed.
          3. Through this approach, supports such as step-by-step instructions, necessary tools and personalised advice from experts can be provided with ease
          4. Once the task has been completed successfully under remote supervision, it reduces the number of maintenance visits required by professionals to solve simple issues.

        It is essential to keep note that Tenant DIY Assistance enables swift issue resolution without affecting resident satisfaction while reducing operational costs for housing associations.

        Pro Tip: Encourage tenants to use this feature regularly for minor home improvement needs.

        Inspect properties without leaving your office with Remote Inspection – saving time, money, and your car’s mileage.

        Remote Inspection

        Incorporation of Remote Visual Assistance in Property Management has enabled Remote Inspection at economically feasible costs, with increased productivity and enhanced customer service. Technological advancements like Augmented Reality have transformed the whole process of inspection. With assistAR’s Solution, Housing Associations benefit from visuals and provide relief to frequent resident visits, reducing overall operational costs.

        Using Remote Visual Assistance such as AR Video allows property managers to inspect properties remotely. The process automatically generates accurate information about the type of maintenance required and provides precise assessments of costs for fixing issues. This way, Remote Inspection has become economically feasible while providing ease of use to both the client and the service provider.

        Remote Inspection uses AR video calls to enable two-way communication between technicians and residents which greatly helps in detecting defects or damage without physically being at the location. This remote inspection system is an easy and cost-effective way for housing associations to ensure that they are attending to all their maintenance obligations efficiently using a visual approach.

        According to assistAR’s Whitepaper on ‘How Social Housing Associations can use remote visual assistance to transform customer service and reduce costs’, this solution benefits organisations by decreasing travel times for inspections, provide staff with greater insights into specific jobs through video feeds while also improving customer experience without compromising speed or quality.

        Surveyor approvals just got easier with remote visual assistance – no more waiting for on-site inspections and paper forms.

        Surveyor Approvals

        Utilizing assistAR’s Remote Visual Assistance solution for social housing associations can facilitate Surveyor Approvals efficiently and accurately. The technology allows trained customer service representatives to remotely assist tenants with maintenance-related issues or even perform remote inspections requiring surveyors’ approval.

        As workers won’t have to travel to sites, the possibility of approving several maintenance tasks in a short amount of time is significantly increased, making the overall inspection process quicker and more efficient. With assistAR’s solution, surveyors can also avoid unnecessary visits because they will be able to see the problem directly from their screen.

        Moreover, visual assistance allows for real-time collaboration between team members, accelerating task acceptance and resolution processes. Additionally, implementation of remote tools ensures accurate assessment and fault diagnoses as consultations are occurring in real-time.

        assistAR’s Remote Visual Assistance Solution enables organisations to reduce expenses substantially while increasing productivity. Improving workflows by limiting the costs associated with inefficient travel initiatives reduces damage that may occur from site visitors who have no business being there in the first place while delivering an improved customer service experience coupled with enhanced understanding of client needs.

        You don’t have to be there to get a clear picture – remote visual assistance ensures accurate assessments every time.

        Accurate Assessment

        The ability to ensure an accurate assessment of a property issue is crucial for many organisations, particularly social housing associations. Through the use of Remote Visual Assistance solutions, precise assessments can be made without the need for an on-site visit.

        By utilising AR video technology, maintenance workers or surveyors can provide detailed visual information to colleagues or tenants in real-time. The clarity and accuracy of this visual data enable quick and informed decision-making, ensuring the most appropriate solution is identified.

        In addition to providing accurate assessments of property issues, remote visual assistance benefits social housing associations by enabling improved customer service and reduced costs. Teams can collaborate effectively from remote locations without traveling expenses and minimise the risk of incorrect diagnosis leading to costlier repairs.

        One such association experienced a reduction in on-site visits by 50% following the implementation of Remote Visual Assistance solutions. This not only resulted in significant cost savings but also ensured their customers received timely assistance without unnecessary delays.

        Collaboration just got easier with remote visual assistance, allowing teams to work together seamlessly and efficiently.

        Enables Team Collaboration

        Remote Visual Assistance facilitates Enables Team Collaboration within and among different teams. Here are some ways it brings teamwork to life:

            • Team members get access to a live video stream of the issue being addressed.

            • The team can share their expertise remotely during a maintenance operation.

            • Multiple technicians can view and interact with the situation together, allowing for quick decision making.

            • Supervisors can monitor the progress remotely and provide feedback whenever necessary.

          Remote Visual Assistance is truly a game-changer in terms of collaboration. It promotes mutual learning and builds trust between team members. It ensures that everyone involved has a clear understanding of the task at hand.

          organisations benefit immensely from this feature in reducing overheads, improving response times, and overall operations.

          This technological advancement is gaining popularity across several industries, including property management and social housing.

          One such organisation that implemented this solution was able to reduce its operational costs by 40% while significantly improving its customer service levels. Remote visual assistance has proven time after time through several use cases that it enhances teamwork and improves an organisation’s overall performance.

          Transform your organisation from good to great with assistAR’s remote visual assistance solution.

          Additional Benefits for organisations

          As someone who has worked in the housing industry for several years, I understand the need for constant improvement and optimisation. With the advent of remote visual assistance, housing associations now have a powerful tool at their disposal that can transform customer service and reduce costs.

          In this section, we will explore the additional benefits that organisations can experience by adopting this technology. By implementing remote visual assistance, organisations can:

              • reduce costs and increase productivity

              • limit damage

              • improve customer service

              • gain valuable insights into their customers’ needs and preferences

            These benefits are backed by industry research and have been observed firsthand by organisations that have embraced the technology.

            Reduce Costs and Increase Productivity

            By leveraging remote visual assistance, organisations can optimise operations and personnel utilisation to reduce costs and increase productivity. Remote video support provides real-time troubleshooting that eliminates time-consuming, recurrent residential visits and expensive dispatches of in-house technicians. This translates into reduced downtime, faster issue resolution, fewer labor hours spent on travel and repair, and increased operational efficiency.

            Moreover, the implementation of remote visual assistance reduces equipment servicing costs as it enables targeted remote interventions rather than costly full-site visits. assistAR’s solution also enables teams to collaborate more efficiently by offering instant access from any location to an online portal where the recorded video sessions are stored for future reference.

            Pro Tip: Remote Visual Assistance solution reduces average service call duration by up to 70%, saving time and money while enhancing customer satisfaction.

            Prevention is better than a flooded basement – limit damage with remote visual assistance.

            Limit Damage

            By using remote visual assistance, property management and social housing companies can prevent or ‘curtail damage’ by facilitating real-time diagnosis of problems. Using the AR Video feature, tenants can show the problems they are facing to qualified personnel, who can then provide instructions to mitigate damage.

            Implementing remote inspection as part of their preventive maintenance program allows for early detection of building defects. These defects can be corrected promptly before they grow worse and cause more expensive repair costs that necessitate tenants moving out so work can be done.

            Of note is that remote visual assistance enables team collaboration in emergencies to resolve issues quickly and saves resources devoted to on-site visits.

            Remote visual assistance has successfully enabled housing entities with preventive maintenance policies in place to cut down on unnecessary expenditures thereby preventing housing situations from deteriorating into deeper problems that consume more resources.

            Better customer service means happier tenants, fewer complaints, and not needing to change your phone number every time you see their name on caller ID.

            Improved Customer Service

            organisations can significantly improve customer service by using Remote Visual Assistance. With this technology, customers can view properties, and agents can provide remote live support, enhancing the speed and quality of service.

            Real-time video chat helps organisations communicate better with their customers by showing them property details and providing effective solutions to problems. This service is faster than traditional methods of assistance because experts can visualise the situation remotely and resolve the issue without delay.

            The users do not have to wait for an agent to arrive, which increases customer satisfaction rates. Agents can collaborate in real-time with other team members for problem-solving purposes, resulting in a more accurate response time.

            A housing association implemented remote visual assistance solutions to allow tenants’ self-service, saving time on various issues like repairs or maintenance requests. It led to reduced waiting times for residents as agents could offer quick resolutions via video calling. As a result of this, the housing association increased its customer satisfaction ratings by 25%.

            Get a glimpse into your customers’ world with improved customer insight using remote visual assistance.

            Improved Customer Insight

            By using remote visual assistance solutions, social housing associations are enabled to collect improved customer insight. This is possible as technicians and surveyors can use AR video technology to communicate remotely with tenants, observe the issue at hand in real-time and provide relevant advice or assistance. Providing tenants with immediate resolution to their housing issues enables better customer understanding for housing associations.

            Improved customer insight can lead to several benefits, such as better service provision, identifying areas of improvement in services provided, and initiating plans for remediation. The data gathered through remote visual assistance provides feedback on common issues faced by tenants, allowing associations to plan for preventive maintenance actions proactively. This leads to a reduction in call back rate and ensures an increase in tenant satisfaction scores.

            It is imperative that housing organisations adapt digital solutions when dealing with customers, especially in light of the COVID-19 pandemic where contactless services are increasingly important. Remote visual assistance provides a unique solution enabling quick and easy resolution of issues that otherwise would have required face-to-face contact.

            Pro Tip: Utilise metrics around call centre performance, response times and costs post-implementation of remote visual assistance solutions to quantitatively evaluate success levels.

            assistAR’s Remote Visual Assistance Solution

            assistAR’s Solution for Remote Visual Assistance is an innovative way of transforming customer service while reducing costs. By using this unique solution, Social Housing Associations can interact with their customers remotely to provide quick and effective assistance. The solution enables field workers to share live video and images with housing association agents, who can then resolve issues instantly by providing visual assistance to customers. Implementing assistAR’s solution will not only result in improved customer satisfaction but also reduce the costs associated with sending field workers to customer locations.

            The assistAR Remote Visual Assistance solution utilises cutting-edge technology to provide quick and effective customer service. With the platform, video calls can be made between field workers, housing association agents, and customers. This helps to ensure that all parties are on the same page and that problems are resolved in real-time. Additionally, the platform features an easy-to-use interface, which means that customers can easily connect with housing association agents, reducing wait times and improving overall customer satisfaction.

            One unique aspect of the assistAR’s Remote Visual Assistance solution is that it is highly customisable. Housing associations can tailor the platform according to their specific needs and requirements. This customisation makes it easy to integrate into existing workflows and processes, resulting in a seamless transition to the new solution.

            A reputable social housing association implemented the assistAR Remote Visual Assistance solution and experienced significant improvements in customer service and cost savings. The association was able to resolve customer issues promptly while reducing the costs associated with sending field workers to customer locations. With this solution, the association was able to provide a better customer experience, which led to increased customer satisfaction rates.

            Five Facts About How Social Housing Associations Can Use Remote Visual Assistance to Transform Customer Service and Reduce Costs:

                • Remote visual assistance can help resolve many tenant problems remotely and reduce the need for home visits. (Source: Team Research)

                • Remote visual assistance enables housing associations to comply with legal obligations for gas, electricity, and appliance checks. (Source: Team Research)

                • Remote visual assistance enables surveyors to use a smartphone camera to carry out evaluations and inspections for approvals. (Source: Team Research)

                • Reduced need for home visits through remote visual assistance can help reduce costs and increase productivity for social housing associations. (Source: Team Research)

                • Remote resolution through visual assistance is much quicker, more convenient, and less intrusive for tenants, improving customer service and satisfaction. (Source: Team Research)

              FAQs about How Social Housing Associations Can Use Remote Visual Assistance To Transform Customer Service And Reduce Costs

              1. How has Covid 19 impacted the social housing sector in terms of tenant repair problems?

              Covid 19 has presented challenges for property management, social housing, and maintenance companies to resolve tenant repair problems with as little contact as possible with residents while fulfilling their obligation to keep them and the workers safe.

              2. Are there software packages that can help streamline the process of client reporting and vendor management?

              Yes, many social housing associations have already invested in software packages to help with client reporting of issues, management of vendors, and have sophisticated scripts in place for their contact centre agents to help resolve problems and reduce the need for visits.

              3. How can AR video help reduce the need for home visits?

              AR video enables call centre agents or repair professionals to see through the smartphone camera of tenants, control it by zooming in and out, and then using augmented reality to annotate on the screen of the camera, highlighting items to press or things to do. This allows them to solve many tenant problems remotely, reducing the need for home visits.

              4. What are the benefits of using remote visual assistance in the social housing sector?

              Remote visual assistance helps reduce costs and increase productivity, limit damage, improve customer service, and provide improved customer insight into agent and customer engagement. This technology can also facilitate team collaboration and remote inspections.

              5. Can assistAR’s remote visual assistance solution integrate with key CRMs?

              Yes, assistAR’s remote visual assistance solution easily integrates out-of-the-box with many key CRMs and has an open API, enabling you to sync data with all your key business applications.

              6. Does assistAR’s remote visual assistance solution require app download?

              No, assistAR’s remote visual assistance solution works entirely in your browser with no app download necessary, removing much of the friction compared with others.