Adactus Housing Association went live in November 2011 with outsourced contact centre support for out-of-hours services to tenants, with the service provided by mplcontact, a division of Message Pad. Adactus estimates that the contract value is between £10,000 and £40,000 per year, depending on tenant demand.
mplcontact will provide support to Adactus’s 25,000 tenants by managing routine and emergency maintenance and repair requests made during out-of-hours periods. mplcontact has also integrated a lone-worker support facility to ensure Adactus protects its repair and maintenance engineers and meets appropriate health and safety regulations.
Chris Smith, operations director for corporate services, Adactus Housing Group, said, “mplcontact came out with the strongest tender in our procurement process. It has continued to impress us with its commitment to developing a service that is right for us and our tenants. We look forward to our tenants enjoying a professional, right-first-time service.”