Homes for Haringey, which manages Haringey Council’s stock of 21,000 properties, has become London’s first ALMO to join a shared customer service operation run by Vangent from a state-of-the-art contact centre at London Bridge. The new service is designed to improve responsiveness for residents and tenants needing emergency help during evenings, early hours and weekends.
Running alongside Vangent’s service provision for a number of other London agencies, the service is underpinned by systems which enable customer service agents to quickly determine the nature of a call and then commission the appropriate agency or contractor to attend to the need.
Bob Watts, executive director of repairs, Homes for Haringey, said, “We are very excited about this new venture which will deliver an excellent service for our residents at a much reduced cost. This fits our goal of becoming a three-star ALMO at our next inspection in 2010.”
Nigel Rourke, business development director, Vangent, added, “The scheme is designed around slick business processes, clever technology and a well-trained customer service team. Six London agencies have already adopted the shared service and more are preparing to join.”
