BUILD Facilities Management Awards 2025 Since its inception in 1989, Omfax Systems has been dedicated to providing exceptional services to social housing providers. What first began with delivering Health and Safety manuals and tenant handbooks quickly evolved into software development. Today, Omfax Systems specialises in repairs and enquiries diagnostics for social landlords needing quick and accurate diagnosis of repairs and other tenancy related enquiries. Entering repairs diagnostics was a strategic choice for Omfax Systems, after watching existing clients struggle – whether in receiving the right repairs diagnoses; accessing the right quantities of materials at the right time; or factoring in tenant vulnerabilities that might alter the repair’s priority. Naturally, this struggle extended to other tenant and leaseholder enquiries, even those that were not repairsrelated: reporting anti-social behaviour and fly-tipping, requests regarding payments, or getting permission for a pet. Omfax Systems vowed to close this widening gap. It understood that to mitigate these issues, to deliver the right repairs and resources to resolve them, contact centre advisors are required to gather the key facts. Keyfax does just that – a software offering a complete suite of software diagnostic products to help housing associations, local authorities, managed accommodation providers, and residents alike to diagnose and resolve tenancy-related enquiries with significant speed and accuracy. In a competitive market, Keyfax shines. While many providers are attempting to build an entire Housing Platform, Omfax Systems is solely focused on diagnostics. The software’s biggest differentiator is its utilisation of intelligent diagnostics – the ability to integrate additional information into the conversation, whether through an advisor in the call centre or directly through Omfax Systems’ Self-Service modules. When a diagnosis requires more information, Keyfax can retrieve it through various means from the host system that launched it, or even other systems. This means that a variety of information can be looked up to be used in the diagnosis, such as tenant vulnerability and priorities, if any issues are already lined up for scheduled maintenance, or how often specific repairs are being requested by particular tenants. One of the most innovative improvements made to Keyfax recently has been the integration of video into the diagnostic conversation. Now, when a tenant calls with an issue such as mould or damp, the advisor can ask the tenant if they can show them the issue through their phone camera. Then, the tenant can visually demonstrate the issue in question, and the captured video can be stored – either in the Housing Management system or CRM. “Although we are a technology company, our software and services are designed to help people who have issues in their homes,” Jim told us. “We are very focused on customer service; reducing the time it takes to carry out a diagnosis whilst bringing extra information to the conversation without having to ask the resident, where possible. Everything we do is In the world of housing and accommodation, inaccuracies and inconsistencies in service can result in costly mistakes and poor customer satisfaction. Service providers must uphold unrivalled clarity, consistency, and efficiency in their resident communications, though this is often easier said than done. Enter Omfax Systems, a company dedicated to setting the standard for customer service – and particularly for quality – in contact centre call handling. We spoke to Jim Perren below, Commercial Director at Omfax Systems, as the company is named in the Facilities Management Awards 2025. focused on reducing any friction involved in getting the right help for the resident’s issue, quickly and accurately.” As one of the most long-standing providers of repairs diagnostics to the housing industry, Omfax Systems has built a sturdy base of loyal, discerning clientele. Most recently, the company worked closely with Sovereign Network Group, providing consultancy for their repair diagnostics journey by helping the group to refocus its repairs scripts and adapt their presentation to service advisors, tenants, and leaseholders alike. Omfax Systems is dedicated to continual improvement and allows each undertaken project to help it build upon its existing model scripts and operations. Not only that, but the company is also exploring new methods of innovation and improvement, on a mission to maintain its position as the UK’s Best Housing Repair Software Company 2025. Jim shared: “Perhaps our biggest project is happening quietly in the background, now. We have seen others dabble with AI, but we are looking to embed AI right into the very heart of diagnostics. Omfax Systems is delighted to win an award from BUILD magazine for the second year in a row. We are continuing to look for the right partners to extend what Keyfax integrates with and works alongside, as well as moving forward to fully embrace AI.” Contact: Jim Perren Company: Omfax Systems Ltd Web Address: www.omfax.co.uk Best Housing Repair Software Company 2025 – UK
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