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.