Providing 24 hour telephone support to your residents service can put a real strain on staffing and budgets. We are skilled and experienced in handling a wide range of home emergencies, anti social behaviour and housing related issues as they occur.

The npa24:7 customer contact centre is open 24/7 - 365 days a year to ensure your residents are never left in a dangerous or vulnerable situation whilst your offices are closed. Various levels of cover are available:

  • Out of hours
  • Team meetings / staff training
  • Overflow
  • Business continuity
  • Evenings and weekend cover
  • Bank holidays

We become an extension to your team.

We use specifically designed diagnostic software to ascertain if the callers repair falls within your criteria of an emergency repair. We are able to tailor our service to your requirements. Some of our Housing Association customers require their approved tradesperson to respond within specific service levels to 'make safe' the emergency until a full repair can be completed during normal office hours. Others choose that our professional and dependable network of trades people complete the repair or utilise our network as a 'safety net' when nominated contractors are unable to attend.

We will deliver your commitment to your customer with respect and integrity.

Your customers property emergencies are safe in our hands every minute of every day, giving both them and you, total peace of mind.

We are experts in dealing with a range of property types from single dwellings to large multi occupation penthouse apartments in central London.

"Extremely professional and well organised"
“npa24:7’s impressive knowledge of the Housing Association market was very evident during due diligence in our tendering process, and has shone through during implementation. They are extremely professional and well organised, the whole project was mobilised incredibly quickly and seamlessly for us and our customers. They have been outstanding in their service delivery and we are delighted to be
working with such a high quality organisation.”
– Gary Robson, Assistant Director of Customer Service, L&Q

Case Study:

On Christmas Day npa24:7 received reports of loss of water to a tower block in the London area. On investigation, it was found that the entire block was affected, leaving over 50 customers without water. A pump failure was suspected due to ongoing maintenance work at the site and the client’s nominated engineers were dispatched.

Concerned that the fault may not be fixed that day we arranged for a local contractor from our network to collect as much water as possible from local suppliers. Within two hours of the original call all customers had received a door to door supply. The pump engineers found a major pipe burst, so we sourced a local water supply pipe specialist and arranged attendance first thing on Boxing Day. The engineers attended and commenced the works immediately, this required significant excavation and replacement of pipe sections and joints. Within 48 hours of the original call the fault had been repaired and throughout we kept customers supplied with fresh water over the festive period.

"Their values match ours"
“We considered taking it in house but following a test of the market it became
clear that this wasn’t the most efficient way to deliver the service. We put customers at
the heart of what we do rather than processing them so it was important for us to find a supplier who had the same values. npa24:7 fit the bill.

With lots of experience in property management for similar organisations, the management team was quick to understand our needs. Their values matched ours –
‘doing the right thing’ by customers rather than following company black and white rules. People are knowledgeable, committed and care.”
– Kim Avery, Head of Customer Services, Bromford

Case Study:

Mrs M called npa24:7 one evening in April to report loss of heating and hot water to her whole property. After our operator had completed the diagnostic questioning it was defined that this wouldn’t be covered under the emergency criteria outlined by our client. Mrs M was displaying signs of distress and intimated to our operator that she was currently undergoing intensive medical treatment and to be left without heating and hot water provisions would severely impact her. Our advisor ensured details of Mrs M’s vulnerabilities were logged on the client report and used her own discretion to deploy the nominated gas contractor to restore the heating and hot water that evening. npa24:7 empower their advisors to ‘do the right thing’ in situations like this, occasionally this means working outside of client guidelines ensuring no one is left in a vulnerable situation.