Out of Hours Call Monitoring Tender

Tender description

Formed in 2011 Together Housing Group owns and manages 37,000 homes for rent, shared ownership and sales across the North of England, affecting more than 50,000 people's lives and employing 1300 people. The Emergency Telephone call support service is provided to approximately 37,000 properties located across Lancashire, Yorkshire and Humberside, Calderdale and Salford and operates 365 days a year and generates approximately 30,000 calls per annum. This service is currently managed in house and is predominantly accessed by customers reporting an emergency repair. All information required to deal with calls accessing this service, is provided and updated by key service areas of the business and in accordance with business needs. Pendleton in Salford, although part of the Together Housing Group, is operated on a PFI contract whereby strict criteria and penalties apply. Monitoring and Reporting of this service is required to be available both in summary and detail, i.e. enabling the service provided to Pendleton to be identified as part of THA and distinct from it also. The service provides a single point of access for all our customers who are experiencing an emergency situation out of office hours where the situation poses an immediate risk to person or property. Together Housing Association (THA) is seeking to appoint a highly experienced and skilled Emergency Telephone Call monitoring provider that is fully customer focused and will deliver a high quality cost effective service to all our customers. Calls received by the Emergency Telephone Provider include the following types of requests; • Repairs and Maintenance • Anti Social Behavior • Compliance and "specialist sub contractor" services • Major incidents All calls received require to be triaged at the first point of contact in order to determine the most appropriate and efficient response, ensuring any risk to person, property and company are managed in accordance with Together Housing's policies, procedures, service standards The service is predominantly accessed by customers of Together Housing, reporting a repair and by Technicians, Subcontractors and Emergency Services. However, customers are also actively encouraged to report ASB to OOH whilst the issue is occurring. The service operates on all weekdays outside of normal office working hours (currently from 4.30pm to 09.00am) Monday to Friday and 24 hours on Saturdays and Sundays and all Bank Holidays. Additional monitoring may be required on an ad hoc basis; this will operate on a crisis management basis only i.e. in the event of a major emergency, disaster recovery situation or if cover is required during training sessions. The Out of Hours provision currently offers a variance in service in some localities across the group. There are also requirements to deliver variances in processes and in particular to support delivery of THA's service performance standards.