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Remote assistance

Babergh and Mid Suffolk’s Housing team have launched a new remote assistance service, where tenants can now video call with an Officer.

We want to continue to keep our staff and tenants safe, despite the challenges caused by COVID-19. Video calls help us to maintain our high-quality standard of service, whilst we try to reduce risk and manage our operational costs.

This technology will also ensure that officers visit homes to resolve issues when there is a need for it. Some problems may be managed and fixed remotely (for example, guiding the customer through a set of instructions).

What are the main features of remote assistance?

  • Remote video support – Our officers can provide guidance with any issues remotely
  • Screen sharing - Ability to share your screen, from any device, to provide visibility of your home and issues
  • Annotation - Our officers can pause the screen, make notes or draw on the image to provide guidance and help solve the problem
  • Voice connection - Voice connection will also serve as a back-up to the shared video stream
  • Video recording - There is the option to record video calls, that can then be uploaded and stored against the job - which will prove essential for evidencing and compliance

What are the benefits of using it?

  • Reduces the need for unnecessary visits, while prioritising essential ones that are effectively triaged
  • If a visit is required, it has been effectively triaged. This means that officers are more informed about what they need to help complete the job
  • Improves safety for officers and customers, whilst minimising the risk of infection and any associated health impact
  • Remote video support enables problems to be solved quickly, where possible
  • Provides an enhanced customer experience and satisfaction
  • Reduces the creation of unnecessary work, meaning staff time is more efficiently deployed
  • Provides evidence as to why a decision for home visits was necessary, where relevant
  • Improves compliance, as this information can be referred to at a later date
  • Minimises associated travel and costs