A2Dominion: Delivering an adaptive repairs solution_

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Key takeaways_

  • A2Dominion transformed its responsive repairs service to support a new contractor model and deliver a more connected experience for residents.
  • Infinity Group implemented a Dynamics 365-based repairs solution with real-time scheduling, contractor integration and enhanced repair tracking capabilities.
  • The organisation now benefits from improved visibility of repair activity, more accurate costing and faster resolution for residents through streamlined processes.

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Learn more about the Responsive Repairs solution that we delivered for A2Dominion here.

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About A2Dominion_

A2Dominion primarily focuses on social housing but also offers specialist housing, key worker and student accommodation, shared ownership, and community services. They manage over 38,000 homes in London and Southern England, ensuring safe, high-quality, and sustainable living.

Their development strategy includes acquiring and developing land for new homes across all tenures, with an emphasis on social and affordable housing. Through their FABRICA brand, they market new homes for sale and shared ownership to support their charitable goals.

A2Dominion’s core values are caring by nature, working better together, and thinking for tomorrow. They are also a member of the G15, a group of the largest housing providers in London.

Person fixing a light on the ceiling

““Now we have the new repairs process in place, I have no doubt about A2D’s capability to turn around the performance of the repairs service and meet our customer needs and expectations.”

Trevor Graham

Interim Director of Repairs & Maintenance

The challenge_

Having recently gone to tender for a new repairs contractor, A2Dominion needed to change the systems that supported the responsive repairs management process. The goal was to enhance the repair process to provide a better, more joined up, service to their residents.

The current system provided limited visibility of when repairs were being carried out by the contractor. Therefore, it was difficult to provide up-to-date details of the status of a repair when the resident called for an update. Additionally, any detailed financial information relating to the repair activity was not sufficiently granular and was dependent on the contractor passing across financial details after the repair was resolved.

The challenge to implement a brand-new repairs process was two-fold. Not only did the solution have to be delivered within 2 months, an unprecedented challenge for any large housing association, but the business processes that underpinned the repairs process needed overhauling at the same time.

The solution_

Infinity Group implemented the BRIK Repairs solution within A2Dominion’s Microsoft Dynamics 365 environment, providing a responsive repairs platform that could be rapidly deployed without extensive custom development. The solution introduced a rules-based framework for managing contracts, approvals, inspections and work order variations, enabling A2Dominion to modernise its repairs process while meeting an ambitious two-month delivery timeline.

A key component of the solution was a two-way integration between Dynamics 365 and contractor systems. Through integration with Mears (the contractor), repairs could be logged, scheduled and managed directly from Dynamics 365, while repair status updates were automatically returned in real time. This gave customer service teams immediate visibility of repair progress and enabled advisors to book appointments with residents during the initial call.
The solution also improved repair accuracy, financial oversight and operational reporting. Schedule of Rates (SoR) functionality and integrated repair diagnostics helped teams categorise jobs correctly and generate more accurate repair costings. Automated inspections, enhanced contractor performance monitoring and real-time reporting provided A2Dominion with deeper insight into repair activity, costs and service delivery performance.

The Infinity Group approach_

Faced with a strict two-month implementation deadline, Infinity Group focused on accelerating delivery by selecting an established repairs solution that could be configured rather than custom built. By leveraging pre-built Dynamics 365 functionality and applying proven best-practice processes, we significantly reduced implementation complexity while ensuring the solution met A2Dominion’s specific operational requirements.
Our team worked closely with A2Dominion to redesign the underlying repairs processes alongside the technology implementation. This included introducing new approaches to repair logging, costing, inspections, contractor management and appointment scheduling, ensuring the organisation could take advantage of the new platform rather than simply replicating existing ways of working.
Integration was central to the project’s success. Infinity Group connected Dynamics 365, the Repairs solution, contractor systems and repair classification tools to create a more connected repairs ecosystem. By combining rapid deployment with process transformation and seamless integration, we helped A2Dominion establish a more efficient, data-driven responsive repairs service capable of supporting over 38,000 homes.

The outcomes_ 

  • Optimised work order logging: The first day of go live over 340 work orders were logged in the call centre. 
  • Efficient forecasting: All repairs now logged are categorised with the correct SoR codes which generates accurate costings. 
  • First-contact resolution: A2Dominion’s call-centre advisors are now able to book slots directly while the resident is on a call as well as providing an updated status on when a repair operative will be visiting and any updates regarding the repair. 
  • Improved reporting accuracy: From an analytics perspective, A2Dominion can now accurately report if the contractor carried out the repair within the SLA. 
  • Deeper insights into costs of repairs: Costs of each job can be accurately measured, and the surveyor team can be automatically prompted to carry out an inspection if a job is over a certain amount. 
  • Improved operational efficiency: All repair events (circa 15 events) including if a Work Order is cancelled, rescheduled, requires additional work, operative en route etc. can be viewed in real-time and reported on to provide operational improvements. 

Ready to modernise your responsive repairs service?

Infinity Group helps housing associations streamline repairs management, improve contractor oversight and deliver a better resident experience through connected, data-driven solutions built on Microsoft Dynamics 365.

Get in touch today to discover how we can help transform your repairs operations with our housing expertise and technology solutions.

Speak to us about your responsive repairs project_

Our specialist team of consultants look forward to discussing your requirements in more detail and we have three easy ways to get in touch.

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