Bernicia boosts repairs with cloud-based tech

A North East housing association is transforming its repairs service with cloud technology it says will enhance efficiency and customer experience.

Bernicia has become the first housing association in the UK to deliver end-to-end repairs management through the cloud-based, non-profit Salesforce system.

Electrical repairs are now fully booked and managed via Field Services, with all responsive repairs set to transition by summer.

It says the £4 million investment improves communication, automates processes and allows engineers to schedule follow-ups on-site. 

Andrea Malcolm, deputy chief executive at Bernicia, and project sponsor, said: “The introduction of Field Services is a major milestone in our journey to customer service excellence.

“We’re looking forward to seeing the real difference this will make for our customers and colleagues.”

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