sector housing association

Housing Association Customer Service Management.

A strategic long term partner to housing associations and other social housing providers.

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.

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Why choose us.

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.

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Answering over 100,000 out of hours repairs calls, and 1.5M property calls in total per annum.

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.

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What our clients say.

orca (Call Miss Jones) have been providing excellent service to Irwell Valley customers for over four years, seamlessly taking over from our in-house teams and handling all repairs and anti-social behaviour calls with great professionalism and skill out of hours. orca (Call Miss Jones) have proven to be a reliable, flexible and co-operative provider, with whom we enjoy a great working partnership.

Irwell Valley HA

orca (Call Miss Jones) provides a service that we can trust and rely on. They are flexible to our service needs, able to help at short notice and strive to fix any issues that arise.

Elim Housing

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Case Study:

Together Housing

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.

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Case Study:

Halton Housing

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.’

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