Housing Associations

Why housing associations choose NPA
for their emergency home assistance support.

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Housing Associations

Working in social housing is a busy, demanding task and your tenants don’t clock out when you do. Your reputation shouldn’t take a hit because of it.

Using our specifically designed diagnostic software, ida™ (pronounced eye-da), we are able to ascertain if the caller’s 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 an approved tradesperson to respond within 2 hours and ‘make good’ the emergency until their own tradespeople can attend the following day. Others choose to utilise our professional and dependable network of tradespeople to complete the repair.

We offer 24-hour emergency support for your customers, with professionalism and empathy at the heart of our service. We are skilled and experienced in handling a wide range of home emergencies, antisocial behaviour and housing related issues as they occur.

The NPA 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.

We use specifically designed diagnostic software to ascertain if the caller’s 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.

Why you can count on us…

UK based customer contact centre open 24/7, 365 days a year

Our advisors are specially trained to deal with vulnerable customers

We can offer either out-of-hours or daytime cover (planned and unplanned) – bespoke to your needs

Access to ida™, our Interactive Diagnostic App

We have signed up to the make a stand initiative against domestic abuse

We are a disability confident organisation

NPA advisors are trained to deal with antisocial behaviour incidents, in-line with the respect for ASB charter

We are members of the Fusion21 framework, for more information, visit fusion21.co.uk

We are the trusted experts for dealing with a whole range of property types

Justine works in partnership with Social Housing providers and Property Management companies to offer the highest quality out-of-hours call handling services. As the UK’s market leader in providing emergency repairs management services, NPA offers 24/7 telephone support to Housing Associations.

Justine’s role is to work with you to ensure your attendance criteria, policies and ethos are adopted by the team to ensure a seamless transition from day to night whilst ensuring a cost-efficient service and reducing unnecessary contractor deployments.

Working within the sector for over 10 years, I enjoy working closely with our clients to provide a seamless customer focussed service. A key part of my role is to ensure our team learn, adapt and grow with the ever-changing needs of our customers whilst driving innovation and efficiency.

— Justine Quick, Director - Strategic Accounts – Property