When something in the home isn't working, the tenant wants to get quick help and feel confident that the matter is being taken seriously. With video support, they can easily show the problem directly via their mobile phone and receive real-time guidance – often with a solution already in the first call. This creates a positive and modern service experience that strengthens trust in you as a landlord.
At the same time, video support reduces the need for unnecessary home visits. Cases can be assessed more accurately, the right resources can be planned in advance, and call-outs avoided. This saves both time and money – while giving tenants a smoother everyday life.
How fault reporting via video support works
1. The tenant initiates the matter
- The tenant calls customer service or makes a digital fault report.
- The customer service agent estimates that the matter can be resolved more quickly via video.
- The tenant receives a link via SMS/email to start the video call.
2. The video call is carried out
- The tenant clicks the link and starts the conversation – no app installation is needed.
- The customer service agent guides the tenant to show the problem via the camera.
- The parties can discuss solutions in real time.
3. Assessment and documentation
- The agent assesses whether the fault can be remedied by the tenant themselves (e.g. resetting a fuse, bleeding a radiator).
- If a physical visit is necessary, the technician can immediately book the correct expertise and bring the right materials.
- Documentation and images can be saved in the case management system.
Here are some examples of case flows
Example 1: Water leak under sink
- The tenant submits a fault report via the web.
- Customer service calls and starts a video call.
- The tenant is showing the leak in real time.
- The agent instructs the tenant to turn off the water tap and places a bucket.
- An engineer is booked urgently with the correct spare part.
Example 2: Cold element
- The tenant contacts customer service.
- Video call starting.
- The agent sees that air needs to be released.
- The tenant is guided step by step and the problem is resolved on-site.
Example 3: Electric vehicle charger problems
- The tenant contacts customer service: “My EV charger isn't working, the car isn't charging.”
- Customer service sends a video link and starts the call.
- The tenant shows the charger and the car in real time.
- The agent can directly check that cables are connected properly, that the display shows the correct status and guide the tenant to test restarting the box.
- In many cases, the fault is resolved immediately – for example, by resetting a fuse. If the problem persists, a technician with the appropriate expertise and spare parts is booked.
Benefits of video support for landlords
- Reduced costs for unnecessary call-outs.
- More efficient resource planning.
- Shorter waiting time for tenants.
- Documentation in the form of images/video that can be used for follow-up.