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
- 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.
working with such a high quality organisation.”
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.
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.”