24/7 Call Answering For
36k
Homes
40k+
Tenants
1400
Employees
Together Housing are one of the largest housing associations in the North of England with over 38,000 homes, mainly located across the Yorkshire and Lancashire areas.
They are a not-for profit organisation. Any surplus funds are re-invested for the benefit of their residents and local communities. As well as rental properties, they also build and manage homes for sale, sheltered accommodation and extra care.
Together Housing wanted to change how calls were handled out of hours for all maintenance and repairs. They needed to work with a company that could demonstrate that they provided excellent customer service and also had the capacity to manage the volume of calls received daily.
We were able to demonstrate our experience dealing with a range of tenant enquiries, given our vast experience with a number of other similar organisations. We were also able to work closely with Together Housing to ensure a smooth transition of services. We provided our unique out of hours outsourced customer service solutions, providing Together Housing with confidence that all of their tenants are being well looked after when their offices are closed.
Our customer service team are fully trained on dealing with tenant repairs calls and triaging calls to determine what is an emergency or non emergency, and raising the correct job for an engineer when required.
“Orca are managing our calls now and have been doing so for several months following a smooth transition. We work well together to review and develop the service and we are constantly looking at how and what we can do to improve the customer experience.”
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