Facilities Management Awards 2026 A leading information solutions provider for customer service within social housing, Omfax is the company behind Keyfax, a premier software that is today in use by social housing contact centres throughout the UK. Keyfax increases first call resolution rates and the accuracy of call outcomes, as well as reducing the everyday costs of housing maintenance and management. When customer service advisors use Keyfax, they have the confidence to handle every enquiry. Exploring the system in more detail, Jim commented: “Keyfax stands apart because Omfax is solely focused on diagnostics. Most other providers are trying to provide an entire housing platform, and repair diagnostics is just one part of that.” He continued: “Whereas, at Omfax, we can specialise.” Through a process called ‘intelligent diagnostics’, the team are able to bring other information into the diagnostic conversation, answering key questions about safety and maintenance and receiving other such insight. “Equally deep integrations into systems like Dynamics 365, Salesforce, and an array of housing management and scheduling systems make Keyfax the diagnostic tool of choice.” Keyfax, named as such because it helps advisors gather the ‘key facts’ from the tenant, plays a vital role in repairs diagnostics, as people in this space had long struggled to get the right diagnosis often facing issues around the quality of materials, repair priority levels, and the asset replacement cycle affecting the repair. Even before developing the software to ‘walk’ the advisor and tenant through the questions, repairs diagnostics were Omfax’s key focus, and it would provide tenant repair handbooks explaining how a tenant can report any repairs to their landlord. This is not the only system developed by Omfax, as in an effort to improve the quality of information received from advisor–tenant interactions, the team recognised the value of being able to capture video or photo information from the tenant’s phone. This helps to take away the guesswork when the tenant cannot describe the repair. Omfax had previously attempted to integrate with other video providers, but the limitations of their services led it to develop KeyNect, with the first version going live last October. For reasons mentioned above, the benefit of having this video or photo information to hand are plentiful, and this is one of the reasons why Omfax has developed KeyNect and other such systems, as its customers actually want them and can benefit from them. Jim added: “This is why we are so keen for all of our diagnostics customers to start incorporating KeyNect video capture in their day-to-day diagnostics processes.” Further enhancements to this new platform are planned over the coming months. Omfax Systems Ltd has been supplying social housing providers throughout the UK and Ireland with the best diagnostics for repairs and tenant enquiries since it was founded back in 1989. For those social landlords who need to diagnose repairs and other tenancy enquiries as quickly and as accurately possible, there is no better software partner, as Omfax today supports more than 750,000 homes through its customers. To find out more about the impact Omfax has in the world of social housing, we caught up with Commercial Director Jim Perren. “KeyNect has been acclaimed for its ability to provide instant inspections of damp and mould at the moment that tenant calls into the contact centre. With Awaab’s Law in the UK dictating that any emergency repair needs to be inspected within 24 hours, KeyNect makes this possible in an instant via the tenant’s phone.” Beyond KeyNect, Omfax is currently working on its biggest project to date, which is happening in the background as we speak. The plan is to embed AI capabilities into the heart of its diagnostics, and although this may lead to a slightly different presentation of Keyfax, it will outperform not only the previous versions of itself and other such products in the industry, but also become easier for Omfax to deliver. As a result of all of the above, not to mention the eLearning modules it creates as a way for customer service advisors working in social housing to develop both their skills and their knowledge, we are delighted to recognise Omfax as the Best Housing Repair Software Company 2026 – UK in our Facilities Management Awards 2026. Notably, this is not the only accolade Omfax has achieved this year, demonstrating the quality of its intelligence diagnostics. More on the repairs diagnostics Omfax Systems Ltd has more than three decades of experience in can be found at the web address below. Contact: Jim Perren Company: Omfax Systems Ltd Web Address: https://omfax.co.uk/ Best Housing Repair Software Company 2026 – UK
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