Telephone-answering services

Tender description

The Housing Division within Leicester City Council manages just over 21 000 properties and we are the largest landlord in the City. These properties are a mix of houses, bedsits, bungalows, flats, maisonettes and sheltered accommodation. Each year, we complete approximately 130 000 responsive repairs during normal working hours, and those repairs are carried out by around 300 craft operatives. Outside of normal working hours, we provide an emergency repairs service to our tenants, who can report emergency repairs via a published emergency repairs telephone line. Most of these repairs are carried out by our own staff, a small number of whom participate on an emergency repairs rota, but we also use a small number of contractors for more specialist repairs. The services required are the handling of all the housing divisions emergency repairs calls received on the tenant’s emergency repairs telephone number. The provider will be required to identify genuine emergency calls, log an emergency repair job on the Council’s IT system, and issue the job to an emergency repair operative using the Council’s work scheduling system, following the required operational procedures. Average annual call volumes are 18 000 calls received with 9 600 calls requiring an emergency repairs job to be raised and issued to an operative.