Keyfax KeyNect Video and Audio Capture

Keyfax KeyNect helps social housing landlords to enhance their housing repairs diagnosis by offering video and audio capture.

This dramatically reduces the time taken for inspections, because advisors can capture much more information through seeing the repair and capturing it on video. Capturing the repair on video also overcomes language barriers and helps the advisor to assess the level of priority, whilst reassuring the tenant their issue is being taken seriously.

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KeyNect Captures Resident Video and Audio from their Mobile

Keyfax KeyNect is a purpose-built video call solution designed to improve tenant communications and revolutionise how support staff handle repairs and service enquiries. Built with housing associations in mind, KeyNect bridges the gap between tenants and staff by enabling real-time visual conversations, allowing issues to be diagnosed faster and more accurately.

KeyNect simplifies data collection by letting tenants show rather than describe their concerns. Whether it’s a dripping tap, faulty heating system, or general property enquiry, support staff can see the issue first-hand, ask guided questions, and gather details efficiently. Which means reduced repair visits, more first-time fixes, and better scores back from your TSM surveys.

Keyfax KeyNect supports one way video calls with two way audio. It also supports single user calls where tenants can record their issues, whether ASB or otherwise that can be better documented through recorded video.

When combined with award winning Keyfax Repairs Diagnostics, KeyNect brings video results back into your Housing Management System or CRM so that anyone can see the original repair diagnosis. Stop sending people in vans for inspections, and get eyes on repair issues as soon as they are reported, with KeyNect video.

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Benefits of using Keyfax KeyNect

Improve your speed of response for Awaab’s law by using video
Escalate video to your subject matter experts for specialised attention.
Embed videos in works orders, store links to video in HMS or CRM.
Overcome language barriers by the tenant showing the issue via their phone
Uses your logo and branding to reassure residents connections are from you.
Get a view of the repair issue instantly via your resident’s mobile

“Keyfax has revolutionised the way we train, reducing repairs training from nine weeks to just one. And it takes away the complexity. It’s so straight forward to use, you can easily find the information you need.”

Rhiannon Elston – Customer Services Manager at Melin Homes

Frequently Asked Questions

Can KeyNect video help with damp and mould for Awaab’s Law?Jim Perren2025-09-29T14:48:06+01:00

Can KeyNect video help with damp and mould for Awaab’s Law?

Awaab’s Law requires social landlords to investigate and repair damp and mould within set timeframes. So, yes KeyNect video gives you an instant visual inspection at the moment that the resident reports the issue. The video (and optionally photographs) are also stored, so that they can be reviewed later. And the landlord has an audit trail of having inspected the issue as soon as a it was reported – a key metric with Awaab’s Law.

Where can we see the video from once its been captured?Jim Perren2025-09-29T14:31:00+01:00

Where can we see the video from once its been captured?

KeyNect can save URL links to the videos and audio sessions and embed them into works orders in your Housing Management System or CRM. So they can be viewed from anywhere that the link appears. They can also be viewed directly from the KeyNect portal along with any photos that were taken during the KeyNect session with the resident.

What extra value do KeyNect videos and audio provide for social housing?Jim Perren2025-09-29T14:31:24+01:00

What extra value do KeyNect videos and audio provide for social housing?

Each KeyNect recorded session is archived and easily retrievable both from the URLs passed back in the Keyfax results as well as directly from the KeyNect portal. This makes it ideal for checking your compliance, reviewing for advisor training purposes, or for complaint resolution as evidence of what happened on the session. In addition KeyNect video and audio sessions can be used to record ASB or noise nuisance as part of Keyfax Enquiries Diagnostics.

Must KeyNect be used with Keyfax, or can it be used stand alone?Jim Perren2025-09-29T14:45:01+01:00

Must KeyNect be used with Keyfax, or can it be used stand alone?

KeyNect is built to work seamlessly with Keyfax Repairs Diagnostics, but you don’t have to launch it through Keyfax. KeyNect can also be used stand alone through the KeyNect portal by your subject matter experts to review previously captured video, or to request and open new video sessions with residents. Additionally with its RESTful API, other applications can be integrated with KeyNect to capture video and audio into any process.

Do the residents get messages and screens with our own brand?Jim Perren2025-09-29T14:45:16+01:00

Do the residents get messages and screens with our own brand?

KeyNect allows you to set your own welcome messages along with additional instructions for your video connection requests. You can use your organisation’s logo and brand colours in the invitation screen to reassure residents that this is a service and invitation that comes from you, their landlord.

Are the videos saved, or does the advisor just get to see the repair or ASB?Jim Perren2025-09-29T14:45:40+01:00

Are the videos saved, or does the advisor just get to see the repair or ASB?

Once the call starts the video is not being recorded. But as soon as the advisor warns the resident and starts recording (when connected to the tenants phone), the video is saved to the KeyNect Azure storage. So, the advisor gets to see what is going on and records the session for easy escalation to subject matter experts if needed later.

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