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This pattern occurs in the ‘pre service information’ step at the start of a digital journey.
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It isn't always easy to find information on who is responsible for what repairs are needed.
By not having information up front, more traffic is generated into a housing organisation for clarity or recharges come as a surprise for tenants.
Both parties also waste time by reporting repairs that are the tenant's responsibility. This is worsened by online journeys, where responsibilities may not be clear until the end of the journey or even the day of the appointment when operatives visit a home and confirm the details of a repair.