Housing Repair Triage
Housing Repair Triage interprets repair requests written in a tenant's own words and proposes how the job should be scheduled.
Keywords
- Tags: Text classification
- Tags: Housing
- Tags: Scheduling
- Stage: Pilot
- Type: Text classification model
- Sector: Housing
- Language: English
How does our product work?
The description a tenant types is classified into a trade, an urgency band and an expected duration. Anything mentioning a risk to safety — gas, electrics, water ingress, security of the property — is escalated by rule, not by the model.
A scheduler sees the proposal and can change any part of it before the job is raised.
Overview
Around a fifth of repair visits previously failed because the job was booked to the wrong trade or without the right parts, and each failure meant a second appointment and a tenant taking more time off work.
Better first-time classification is the cheapest available improvement to that number.
Owner and responsibility
More detailed information on the system
Here you can get acquainted with the information used by the system, the operating logic, and its governance in the areas that interest you.
System description
Safety escalation is implemented as explicit keyword and phrase rules that run before and independently of the model, so a model failure cannot downgrade an emergency. This redundancy is deliberate.
The pilot covers two housing areas and is evaluated on first-time-fix rate and on the number of emergencies mis-banded, which must be zero to proceed.
References
Pilot evaluation plan, including the stop conditions.