06 March 2026
Summary: We’re now using secure video calls to help diagnose some repairs faster. Residents can show the issue in real time, helping MTVH book the right appointment sooner and improve the overall repair experience.
We are making it quicker and easier for residents to get repairs sorted. Our teams have started using secure video calls to help diagnose issues in residents’ homes in real time, meaning that residents can simply show what’s wrong, rather than trying to describe it.
This new approach is already helping us understand problems faster, book the right appointments sooner, and improve the overall repair experience.
How video calls improve repairs
Faster diagnosis
By seeing the problem directly, our teams can often identify what’s wrong immediately. In many cases, this removes the need for an initial inspection visit, saving residents time.
Quicker repair appointments
As we can assess the issue accurately through video, we’re able to send the right operative with the correct tools and materials on the first visit. This helps reduce follow-up appointments and speeds up the overall repair time.
Clearer communication
Showing the issue on a video call cuts out confusion. Residents can point out exactly what’s happening, and our team can ask questions on the spot to make sure nothing is missed.
Safer, more accurate repairs
Understanding the problem beforehand means we can better prepare for any risks, such as electrical or water-related issues, ensuring repairs are handled safely from the start.
What other residents are saying
Early feedback from residents using the service has been overwhelmingly positive:
Emma was “amazed” by the new approach and how seriously her issue was taken.
Louise said it was “brilliant” not having to wait months for an assessment, the video call meant the repair could be raised straight away.
Joel told us he was happy with the video call, finding it helpful to show exactly what was happening.
Rochelle said it was a good idea, making it easier to show the problem rather than explain it over the phone.
What this means for residents
Next time a resident reports a repair, they may be offered a video call so we can assess the issue quickly and accurately. It’s simple, secure, and designed to help get the repair resolved sooner.
Watch this video to see how the video calls work.