Managing High Volume Maintenance and Repair Calls For
24
Hour Service
7000
Homes
330
Talented Members Of Staff
Halton Housing is a forward thinking and dynamic not for profit housing association which owns and manages 7,000 homes in the Cheshire towns of Runcorn and Widnes. They employ over 330 talented members of staff, including 80 specialist trades people in their Construction Services team. The Board work closely with their Executive Management team to ensure that they meet their promises and main objective – ‘Improving People’s Lives.’
Halton Housing identified a requirement to work with an experienced outsourced provider to take maintenance and repair calls for all housing tenants out of hours. Following a tender process the contract was awarded to orca as they were able to provide a dedicated skilled team to deal with these enquiries on the Trust’s behalf.
We provide our unique out of hours outsourced customer service solutions to Halton Housing. We take all calls between 5.00pm and 9.00am Monday to Friday and all day Saturday & Sunday, and in doing so Halton can be confident that all tenants are being looked after when their office is closed.
Halton Housing is our second longest standing Social Housing client having handled their calls for a numbers of years. For this particular client we take repair calls, anti-social behaviour (ASB) calls and rent payments. We log all emergency, non-emergency, ASB, and payment calls directly on to their CRM system QL via Citrix. We use Sage Pay to take rent payments and also for recharges where it is a tenant’s responsibility for the repair such as lost keys.
Since the beginning of the contract with Halton Housing, through the experience we have gained we have seen a large increase in first call resolution and a reduction in the number of call outs required, this is both from being able to determine what is actually classified as an emergency and also being able to resolve issues over the phone rather than sending out an engineer.
Through working with Halton Housing, an innovative and forward thinking housing provider, we have been able to, with HH’s permission, share some of their developed processes with some of our other housing sector clients.
Experience our virtual receptionist and business telephone answering service free for 7 days… at no additional cost!
