When something in the home is not working, the tenant wants to get quick help and feel confident that the issue 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 are 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 case
- The tenant calls customer service or makes a digital maintenance request.
- The customer service agent estimates that the issue can be resolved faster via video.
- The tenant receives a link via SMS/e-mail to start the video call.
The video call is conducted
- The tenant clicks the link and starts the call – 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 fixed by the tenant themselves (e.g., resetting a fuse, bleeding radiators).
- If a physical visit is needed, the technician can directly book the right expertise and bring the right materials.
- Documentation and images can be saved in the ticketing system.
Here are some examples of case flows
Example 1: Water leak under sink
- The tenant submits a maintenance request via the web.
- Customer service calls back and starts a video call.
- The tenant shows the leak in real time.
- The agent instructs the tenant to turn off the water faucet and places a bucket.
- Technicians are booked urgently with the correct spare part.
Example 2: Cold element
- The tenant contacts customer service.
- Video call started.
- The agent sees that air must 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 charging box is not working, the car is not 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 verify 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 right expertise and spare parts is booked.
Benefits of video support for you as a landlord
- Reduced costs for unnecessary call-outs.
- More efficient resource planning.
- Shorter wait time for tenants.
- Documentation in image/video that can be used for follow-up.