Having launched a new customer contact centre with Northgate in 2009, Family Mosaic has reported that it has since halved the number of voids, reduced rent arrears by more than 30 per cent and received a 82 per cent approval rating from tenants for its contact centre operations. Family Mosaic has been a long-term Northgate…
Family Mosaic’s partnership with NorthgateRead More →
Customer Management
Telecare success for Linc-Cymru
After its first year of operation, Linc-Cymru Housing Association has announced the success of its telecare-enabled Extra Care scheme. Using a telecare system from Tunstall, residents in 40 self-contained apartments developed in partnership with Newport City Council have had access to 24-hour remote monitoring and on-site care for the past 12 months. Linc-Cymru’s Extra Care…
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Coast & Country resells telecare to Derwentside Homes
HomeCall, the telecare division of Coast & Country Housing, has just begun providing out-of-hours support for tenants in Derwentside Homes’ 6,700 properties. The commercial arrangement between the two housing providers comes after HomeCall spent £1 million last year on upgrades to its telecare and call handling systems. The HomeCall contact centre in Redcar is expected…
Coast & Country resells telecare to Derwentside HomesRead More →
Riviera Housing’s £115,000 telecare programme
Telecare and security systems provider Cirrus has won a £115,000 contract to upgrade Riviera Housing Trust’s telecare services. Cirrus will be upgrading 11 housing schemes with a Tynetec alarm and communications system specifically designed for grouped housing schemes. The new system will improve Riviera’s existing community/warden call alarm services, with an emphasis on open communications…
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Streamlining Processes & Improving Service Effectiveness
There is continued pressure for housing providers to be more responsive in handling calls from their residents within the confines of limited budgets. It is therefore not surprising that efficiency and effectiveness are two words you always hear when speaking to contact centre managers. Peter Graddon, a director of Omfax Systems, discusses how to improve…
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Kier pilots first-time fix for Stoke council
Kier Stoke, Stoke-on-Trent City Council’s housing maintenance provider, is trialling a new ‘first-time fix’ service at 6,000 properties in the city. As part of the trial, seven people from the council’s contact centre are now working in Kier’s offices with the aim of answering tenant queries from a single point of contact. The city’s 19,300…
Kier pilots first-time fix for Stoke councilRead More →
