A human-led AI front door for repairs & maintenance
Every resident call answered, understood and routed to the right Riverside team — first time, day or night.
Hosted AI answers as Riverside — not as a machine
A natural, human-sounding voice service greets every caller in Riverside's name, listens first, asks only what it needs, then records and routes the enquiry with a clean, complete handover to the right workstream.
Human-led
Complex cases pass to your team instantly, with full context — never a dead end.
Always on
Answers day, night, weekends and demand peaks. No hold music, no voicemail.
Speaks plainly
Residents talk naturally in their own words — no menus, no "press 1".
Safe & auditable
Every conversation logged for a clear, compliant trail — ready for Awaab's Law.
Built around Riverside's own service. Riverside already uses video calling to "diagnose and solve issues faster." Hosted AI is the front door that captures every enquiry, invites a photo or short video, and hands your teams a ready-to-act case — extending what you already do well.
Efficiency with a human touch
Our systems handle the high-volume, routine contact so your people are free for the residents who need a human. Every solution is configured to Riverside's tone, teams and standards — a seamless extension of your service, not a bolt-on bot.
💬 Natural conversation 🤝 Warm hand-off ⚙️ Configured to you ♿ Accessible & inclusive
Demand is rising. Every missed call is a missed repair.
Repairs is now the single biggest source of pressure — and complaint — in social housing. The numbers set the scene.
Peaks & out-of-hours
Calls spike after events and outside 9–5. Around 60% of callers won't wait on hold beyond a minute, and weekend unanswered-call rates run far higher than weekdays. Issues go unreported until they escalate.Talkdesk; ServiceTitan (via industry benchmarks)
Repeated stories & duplicates
Residents re-explain the same problem to different people, and duplicate cases are raised against one address — inflating volumes and distorting the true repair picture.
Damp, mould & Awaab's Law
Since 27 October 2025, emergency hazards must be investigated and made safe within 24 hours, with damp & mould on fixed statutory timescales. Slow first contact is now a legal and safety risk.Housing Ombudsman / GOV.UK / NHF
Pressure on staff
Skilled housing officers spend the day on repetitive triage instead of the complex cases that genuinely need a human — driving cost, burnout and slower resolution.
Five simple stages, every single call
The resident feels they've come straight through to Riverside. Behind the scenes, a consistent five-stage flow turns a natural conversation into a clean, routed case.
Listen
Let the resident explain the issue in their own words.
Clarify
Ask a small number of relevant follow-up questions.
Check
Look for an existing repair or complaint reference.
Record
Create or update the case and log the conversation.
Route
Send it to the team best placed to act — first time.
Captured every time
Every conversation gathers the same core detail, so the receiving team never has to chase the basics:
Name & contactAddress & postcode Issue & locationWhen it started Reported before?Existing reference Photos / videoThen recorded & handed over
🔗 Reference first — links to any existing repair or complaint, never duplicating.
🔍 No reference? — address & resident details find the case, or a new one is created.
📋 Logged live — captured in a secure shared log from day one.
✉️ Email handover — sent to the right workstream, reference or address in the subject line.
Better first visits, fewer repeat trips
Residents are invited — never required — to share a couple of photos or a short video by WhatsApp or email. Evidence reaches the team with the case, so operatives arrive prepared with the right parts and skills.
📲 Send by WhatsApp ✉️ Or by email ❤️ Always optionalClick through a real resident call
Pick a scenario below and watch a full conversation play out — the way Hosted AI actually greets, listens, confirms a preferred language, checks for other issues and books a convenient time — then see exactly what lands with your team at the end. Turn on voice to hear it read aloud.
Choose a scenario
Each one is drawn straight from the Riverside routing model.
✓ CASE CREATED & ROUTED
The resident never has to diagnose the problem
Hosted AI identifies the issue and sends it to the workstream best placed to act — matched to Riverside's own repair categories.
Damp & Mould
Rooms affected, spread, related leaks, images.
→ Damp & Mould TeamGeneral Disrepair
Blocked toilet, no hot water, leaks under the sink.
→ Responsive RepairsMajor Disrepair
Cracked ceilings, unsafe roof, structural concern.
→ Surveyor / Major WorksCritical Property Failure
No water, kitchen unusable — essential facilities lost.
→ Urgent Repairs (24h)Complaint
No-show contractor, poor-quality repair, dispute.
→ Complaints TeamExisting Case Follow-up
"I'm chasing my repair" — updates, not duplicates.
→ Original WorkstreamAwaab's Law ready. Emergency hazards and damp & mould are flagged the moment they're identified, highlighted for priority and time-stamped in the log — supporting the 24-hour and fixed statutory timescales in force since October 2025.
Where the gains come from
The figures below are drawn from published industry and sector research, each sourced and linked. They frame the opportunity — your own baseline is what we'd measure against in a pilot.
1 · Answer every call
of phone calls to smaller organisations go unanswered
average contact-centre call-abandonment rate, and rising as wait times grow
of callers sent to voicemail actually leave a message
2 · Repair accuracy & first-time fix
typical right-first-time target for responsive repairs — often missed in practice
repairs completed per property each year — accurate triage cuts wasted visits
transactional repairs satisfaction — protected by getting first contact right
3 · Compliance & risk
to investigate and make safe emergency hazards under Awaab's Law
of social housing complaints are about repairs & maintenance
rise in repairs investigations since 2019-20 — records matter more than ever
Figures are industry and sector benchmarks shown for context, not guaranteed outcomes for Riverside. We'd agree a baseline and measurable targets together as part of a pilot.
Size the opportunity for Riverside
Drag the sliders to reflect your own volumes. The model uses transparent, editable assumptions — nothing is hidden, and every figure can be replaced with Riverside's actuals.
Your inputs
Adjust to match Riverside's operation.
Estimated annual impact
Illustrative model based on your inputs and common industry assumptions. It values released staff time and recovered missed contact; it is not a quote or a guaranteed saving. We'd refine every figure with Riverside's real data in a pilot.
Ready to answer every call
We'd welcome the chance to walk the Riverside team through a live demonstration and tailor the service to your workstreams.
