What Amina sees.
Amina and her case are a fictional example, used to show the tenant side of the journey end to end.
- 1
Spots a problem, sends a message
Amina notices black mould spreading across her son's bedroom wall. She sends a photo and a message over WhatsApp, the channel she already uses every day. (She could just as easily use SMS, the web portal, or phone.)
- 2
Instant acknowledgement
Within seconds, Amina gets a case reference and a plain-English explanation of what happens next.
- 3
Guided follow-up questions
A short set of follow-up questions: where exactly, how long it's been there, who's affected, and whether anyone in the home has a health condition made worse by it.
- 4
Books an inspection
Amina picks an inspection slot that works around her shift pattern, directly from her phone.
- 5
Receives a written summary
After the investigation, Amina gets a written summary of the findings and what happens next, within the legal timescale, not whenever someone gets round to it.
- 6
Tracks progress without chasing
Amina sees case updates on WhatsApp as they happen. No more calling to ask "any news?"
- 7
Confirms the fix
Once the work is done, Amina confirms it's resolved and gives quick feedback on how the whole thing was handled.
- 8
Can escalate at any point
If Amina isn't satisfied, she can raise a formal complaint from the case in one tap, and is told about her right to go to the Housing Ombudsman.