Collection

Report a problem

Research about reporting issues, including repairs, fly-tipping and noise issues.

  • Improving fly tipping reporting Discovery

    Off road fly tipping is handled by district/borough councils whereas on road fly tipping is handled by HCC- this is confusing for the user especially as they are redirected to one of the 10 district/boroughs to report online. Investigating if one form to report all fly tipping could then be redirected to the relevant authority in the back end would encourage reporting and reduce the impact of fly tipping.

    October 2018 - November 2018

    Phases: Discovery

    Part of a collection for: Report a problem

  • Improve the process for reporting a noise problem at Maidstone Beta

    A project to understand how the report a noise problem is currently working for residents and how to improve the process to create a better user journey

    July 2019 - present

    Phases: Beta

    Part of a collection for: Report a problem

  • Managing a housing repair in Hackney Live

    The integration of the repairs process between solution doesn’t provide customers visibility over the progress of a job and data is not exchanged in a robust, reliable fashion. Problems in systems and integrations mean that a single technical fault can take too long to identify and fix. This project is designed to improve the current solution in order to ensure tenants and leaseholders, and the staff that support them have a realtime view of the progress of a repair and any subsequent actions required.

    April 2018 - December 2018

    Phases: Live

    Part of collections for: Manage your council home, Report a problem

  • Highways Fault Reporting

    1:1 testing with members of the public on existing fault reporting content to gauge user understanding of our end to end fault reporting process.

    March 2019 - April 2019

    Phases: Live

    Part of a collection for: Report a problem

  • Improve the customer experience of reporting a repair to a Hackney property Live

    Hackney has approximately 32,000 tenants and leaseholders. Hackney's repairs contact centre (RCC) receives 171,000 calls per year, which are roughly split between new requests and calls following-up existing requests. This is one of three projects to improve repairs.

    April 2018 - June 2018

    Phases: Live

    Part of collections for: Manage your council home, Report a problem