Premier logo   Home  |  Contact Us  |  Site Map  |  Print page  to print
call centre banner

Call Centre Update News  

Call centre logging 800 reports a day on city council homes repairs line

Posted on Sep 08 2010
Call Centre Update News >>

Stoke-on-Trent City Council staff normally deal with around 500 calls a day from tenants asking about housing repairs. But hundreds more people are calling in every day since the council moved eight of its call centre staff to a new base at Kier Stoke's headquarters.
Now, three more workers are being moved to the new call centre to help cope with the increased demand. The calls increase comes after private consultant Vanguard Consulting was brought in to improve services at Kier Stoke, the council's housing repair arm.
Experts have hit out at the way calls are handled and passed on to repair teams after finding there were 290 stages between the call being answered and the work being completed – with just four helping the customer get their home fixed. Kier Stoke looks after 19,000 council houses and dozens of other buildings in the city. But the call centre plan is only focusing on the central area of the city, which contains about 6,000 council properties.
Councillor Brian Ward, cabinet member for housing, planning and transportation, said: "The trial is generating significant numbers of calls from tenants and the challenge is to direct the manpower to carry out repairs at a convenient time to the customer. "Some tenants may be having to wait for their call to be answered and we ask residents to bear with us while the changes bed in. Extra staff will be used to handle calls to ensure that tenants are receiving the best possible service."
The council is considering taking on more call centre staff, who would be based at Kier Stoke's Cromer Road headquarters. Kier Stoke operations director Jane Spellacy said: "Our electricians, plumbers, carpenters and other staff are all exceedingly busy making this work and improving services to tenants.
"We do not want tenants to be put off if they have to wait longer than we would like for their queries to be answered. "We will respond to each request and issues will be resolved."
During the trial, calls from tenants in the 6,000 homes are answered at Kier Stoke's headquarters. Calls from tenants elsewhere in the city are being handled as normal by Stoke-on-Call in Fenton. The trial will affect people in Abbey Green, Bentilee and Townsend, Berryhill and Hanley East, Fenton, Hanley West and Shelton, Hartshill and Penkhull, Northwood and Birches Head, and Stoke and Trent Vale. The central area has been chosen because of the number of large housing estates.
It is hoped the service improvements will be rolled out across the city at a later date. Antony Colley, of Water Street, Stoke, has benefited from the new system after reporting a hole in his kitchen ceiling. The 36-year-old said: "We had been waiting months for the ceiling to be repaired.
"But with the new system we were visited by a plasterer who filled in the ceiling, a plumber who repaired the flushing mechanism on the toilet, and a joiner replaced the bathroom door. I can't fault the service." But 49-year-old tenant David Seadon, pictured with his wife Kelly, has been waiting months for kitchen and bathroom repairs and a year for a new front door.
Mr Seadon, of Brookhouse Road, Meir, said: "Its customer service is ridiculous, to keep people waiting for months like this. "They should help good tenants who pay their rent on time
<< Archive
call centre contact

Are you looking for an 'Award Winning' Call Centre?

Premier Call Centre are able to take your calls efficiently and professionally helping your Business, or Organisation run as smoothly and cost effectively as possible. Call us today on 0871 875 7000 for a FREE no obligation quote.

UK Contact Centre

Our service standards are not only second to none, but we can also save you significant time as well as money. Our Call Centre can work out far cheaper for you to employ us to support your calls than employ your own team of staff. Call today!

satisfaction gaurantee

Premier Call Centre News:

Indian call centre executive sends terror emails

 An Indian call centre manager decided to test the police in Mumbai by sending terror emails.

South Africa becoming contender for call centre business

South Africa, and especially Cape Town, is growing as an international hub for off shore service providers.  

Emergency call centre to move out of Oxfordshire

 The Fire Brigade Union have said they will fight to keep an emergency call centre in Oxfordshire.

Santander saves 300 call centre jobs

 The call centre, previously run by the Royal Bank of Scotland, is going to be taken over by Santander saving almost 300 jobs.


Call centre staff asked to work longer into the evenings and on Sundays

 Call centre staff working for Thomas Cook are in discussions with the management who want to extend their working hours into the evenings up to 10pm and on Sundays.

<< Archive






Terms and Conditions - Privacy - Advertisers - Call Centre Information - Contact Centre - Contact Us