Help Me Fix: service update for landlords

As we approach the two-year mark in our working relationship with Help Me Fix, it’s a great time to reflect on the value this service has brought to both landlords and tenants alike. Help Me Fix offers a video-call triage service for select maintenance issues, enabling tenants to connect directly with an engineer and resolve issues on the same day. 

How does Help Me Fix work?

The process is simple: when tenants encounter certain maintenance problems, they can be connected to an engineer via a video call. During the call, the engineer guides them through troubleshooting and resolving the issue. In many cases, this eliminates the need for an in-person visit from a contractor, saving both time and money. This service offers:

Speedier resolutions for tenants

The quicker a problem is resolved, the less stress it causes tenants, and the less wear and tear the property experiences. Immediate assistance can prevent small problems from escalating into bigger, more expensive ones.

Savings for landlords

 By diagnosing and often resolving issues remotely, landlords can avoid unnecessary call-out charges. Problems that can be handled over video calls eliminate the need for a contractor’s visit.

2024 in review: a look at the numbers

This year alone, we've had 646 calls go through the Help Me Fix service. The breakdown of these calls shows just how effective the triage system is:

• 21% of issues were completely resolved during the video call.
• 66% of issues were diagnosed remotely, allowing for faster in-person repairs by the appropriate team.
• 13% of cases couldn’t be addressed via video, so the call was immediately forwarded to our in-house team for further action.

This means that a remarkable 87% of calls either resulted in an immediate solution or an accurate diagnosis, expediting the repair process. The financial impact? We estimate that this service has saved our landlords around £24,000 in call-out fees so far this year.

New charges for 2024

As with any service, costs do occasionally rise, and Help Me Fix has adjusted their pricing by 5%, effective from 1st October 2024. The updated charges are as follows:

• Permanently resolved issues will now be charged at £53 + VAT.
• Partially resolved issues, where further action is still required, will be charged at £38 + VAT.
• Unresolved issues that require immediate handover to our team incur no charges at all.

Flexibility for landlords

Landlords have the option to opt out of the service if they prefer a different approach to handling maintenance issues.

Our working relationship with Help Me Fix has brought significant benefits to our landlords and tenants. By offering faster resolutions and reducing unnecessary expenses, this service has helped to improve tenant satisfaction and save landlords thousands in call-out charges. As we continue into the future, we’re excited to see how this service will continue to evolve and offer even more value.