Visual remote assistance: What is it and why should you use it?

When you report issues in your home, we want to understand the issue quickly and take the right action.

That's why we may offer you Visual Remote Assistance (VRA). Using your smartphone, tablet or computer, you can show us the issue during a secure video session. This helps us see what's happening without waiting for an initial home visit.

VRA helps us assess damp and mould concerns more quickly. By seeing the issue for ourselves, we can:

• Understand the problem sooner
• Assess how urgent it is
• Identify potential health and safety concerns
• Provide guidance where appropriate
• Agree the next steps more quickly

This often means we can start resolving issues sooner and reduce the need for additional appointments.

We know life is busy and waiting for appointments isn't always easy.

VRA lets you show us the issue at a time that works for you, reducing disruption and helping us move things forward more quickly.

It also gives us a clearer understanding of the problem, helping us plan the right response from the start.

We understand that some customers may feel unsure about using video technology in their home. That's why you stay in control throughout the process:

• You decide what you show us
• Camera access ends when the session finishes
• We only collect the information we need to assess the issue
• We protect images and media using secure systems and encryption
• Only authorised colleagues can access the information
• We handle all data in line with UK GDPR and the Data Protection Act 2018
   

VRA won't be right for every situation, and sometimes we'll still need to visit your home.

But when it's suitable, Visual Remote Assistance helps us understand issues faster, make quicker decisions and get the right support in place sooner.

By showing us what you're seeing, you can help us take the first step towards resolving damp and mould concerns as quickly as possible.