Protecting your brand as well as your residents

When an emergency falls outside of the norm.

One of the sites under npa24:7’s out of hours cover had an emergency call that was very different from the usual calls. npa24:7 followed the agreed procedures and assured a swift escalation to the issue that was faced.

The call was from Gloucester Fire Services, who had been contacted by a member of the public regarding building materials on fire. The fire had been successfully extinguished, however, whilst gaining access to the site, the Fire Services were forced to cut the chain to the site which left it unsecured. Our advisor escalated the call to the named corporate contacts, and they were able to attend the site and make it secure again. Whilst this call did not result in a deployment direct from npa24:7, it was resolved promptly through the escalation.

“It’s our duty of care to our customers to not only protect their residents in their homes but their brand as well.” – Sandra Price, Client Relationship Director

The outcome of this situation was an immediate escalation that was fulfilled by our advisors. This helped our customer to be made aware of the urgent situation that happened outside of their normal office hours.

In this scenario, our advisor was able to make our customer aware of the situation, so they were then able to attend site themselves to make it secure after the Fire Services had to cut the chain. Without our call centre handling their out of hours calls, it may have been more difficult for them to get hold of the House Builder which in turn may have left the site unsecured for longer, potentially opening it up to theft or a member of the public being hurt when entering the site.

Overall, our customer trusting us with their out of hours calls helped this situation to be brought to a swift conclusion.