orca provides a unique out of hours outsourced customer service to the social housing sector. Through a number of years of operating in the sector, we understand the specific needs of housing providers, their customers, contractors and other stakeholders. This knowledge has enabled us to evolve our services in the sector to the point whereby we handle the entire out of hours process and customer journey. Working with providers from 500 to 40,000 unit housing stock orca is the UK’s leading provider of outsourced customer service in this area.
Whether re-tendering or outsourcing for the first time, Orca should be your first point of contact for the following reasons:
Unparalleled knowledge of social housing and out of hours call processes and great customer support.
Significant demonstrable cost savings to be made through outsourcing to Orca.
Infrastructure to handle sudden and sustained increases in call volumes.
Working within your own housing management software e.g QL, Orchard.
Robust back up and disaster recovery procedures.
Experienced in large contract transfers and TUPE.
orca is the leading provider of outsourced customer service in the social housing sector. Our highly trained colleagues, operating in specialist teams answer calls from a range of tenants, sympathetically diagnose the reported fault as emergency or non-emergency, contact the appropriate contractor whilst at all times operating within the client’s own housing management system, via a secure link. This unique service allows social housing providers to outsource a vital process both cost effectively and in a manner by which they fully comply with their own service level commitments.
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.’