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Optimization of unplanned maintenance at housing associations

24ROSA connects process logic, data insights, and partner collaboration to improve operational efficiency and deliver structural customer value.

Industry

Housing Maintenance

Scope

Implementation of 24ROSA’s central intake, decision and planning solution

ibc role

Aims to increase customer value through improved service processes

Channels in scope

Intake of maintenance requests, planning & coordination portal

Team setup

Joint project teams with customer + 24ROSA specialists

Context

Increasing tenant satisfaction despite unplanned maintenance

Housing assosications and their maintenance partners deal with unplanned maintenance (NPO) every day. This can be tenant repair requests for leaks, heating issues, etc. These processes are often fragmented, spread across multiple systems, teams, and chain partners. 24ROSA offers housing associations and chain partners an integrated SaaS solution to manage, plan, and coordinate repair requests from tenants within a streamlined process. The focus is on increasing tenant satisfaction, process efficiency, and chain collaboration without replacing existing ERP systems.

Challenge

Fragmented maintenance processes create constant firefighting instead of customer-focused service

Without a unified intake and planning layer, repair requests were diagnosed inconsistently and converted into work orders of widely varying quality. Planners lacked the necessary information to schedule the right technician with the right materials, resulting in unnecessary back-and-forth communication and avoidable delays.

Every party, from the call centre to contractors, worked in its own silo, making coordination reactive instead of controlled.

The outcome: organizations experience higher failure costs, slower resolution of repair requests, and declining tenant satisfaction.

  • Fragmented and inconsistent intake process for maintenance requests
  • Inefficient planning due to lack of a central control layer
  • Insufficient data insights to optimize processes and identify structural issues
  • Low first-time-fix rates caused by incomplete or incorrect work orders

What we did

We introduced 24ROSA as a central control layer

To regain control over unplanned maintenance, the 24ROSA solution unified the processes of intake, diagnosis and planning, combining them into one consistent, guided workflow.

This approach combines smart decision logic, ERP integration and clear operational roles to enable housing associations and contractors to handle tenant requests accurately, transparently and with reliable planning discipline.

Joint project teams ensured that frontline staff, planners, and chain partners were aligned on a single process, system, and operational rhythm.

Actions taken:

  • Implemented the 24ROSA NPO module with a structured, guided decision tree for consistent intake and diagnosis
  • Integrated housing association and contractor ERP systems to ensure seamless data flow
  • Conducted training and onboarding to standardize intake quality and planning discipline

 

The Solution we delivered:

  • integrated operating model for unified NPO handling (process, tooling, and steering model)

Results

Improvements in efficiency, planning reliability and tenant satisfaction

After introducing the unified 24ROSA control layer, housing associations gained full visibility and consistency across the entire process, from intake and diagnosis to planning.

Repair requests were handled faster and accurately, planners had access to all the necessary information, and technicians arrived on site better prepared.

Beyond operational KPIs, the new operating model reduced friction among partners, stabilized daily workflows, and strengthened the tenant experience.

Higher tenant satisfaction

More efficient operations

Increased first-time-fix rates

Improved data insights

Process optimization

Our Promise

Why 24ROSA works:

Feedback

In organizations where insight, efficiency, and customer experience must go hand in hand, traditional workflows were proving insufficient to reliably guarantee tenant satisfaction.

Feature

The 24ROSA solution offers an integrated, data-driven NPO module with smart decision trees and ERP links that combine intake, diagnosis, and planning.

Advantage

As a result, unplanned maintenance is not only handled faster, but also more consistently, with fewer errors, and in a more customer-focused manner with a significantly higher first-time-fix rate.

Results

For corporations, this means lower failure costs, greater control over processes, and higher tenant satisfaction, measurable in KPIs and customer feedback

Camiel Prudon

Contact

Let’s start modernizing your maintenance process and increase tenant satisfaction

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