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Homes In Havering
An ambitious Housing Regeneration Programme to build around 3,500 new homes. Part of the Sheltered Housing Development Scheme and Local Lettings Plan
Homes in Havering is the housing department of Havering Council. There have been consistent yearly increases in numbers on the Council’s Housing Register; as of December 2012 the number of people on the housing list reached around 12,477. The Council provides a full housing advice, information and homelessness service and it is a priority to support people with maintenance issues in their own homes as much as possible.
The Challenge
Homes in Havering needed a memorable Freephone 0800 Number for their tenants to call and advise of completed or non-completed projects by their maintenance contractors. They wanted to give their contractors a 6-digit job number which identified a particular a project they were working on and required a solution to best manage the results.
Telecoms World Solution
Telecoms World’s Call Analytics platform gives Homes in Havering complete insight to their calls from a single interface. The 6-digit job code can now also be given to tenants who are required to call the automated freephone number, enter their code and press either 1 or 2 for Yes or No through a unique IVR platform as to whether the job has been completed.
Results
Homes in Havering are delighted with the product that Telecoms World have created for them. Through a bespoke database which compiles the results they receive through the phone capture information, it allows them to monitor and manage project completion through an efficient programme.
Customer Requirements
- Detailed call insight
- Freephone 0800 Number
- IVR
Solution Components
- In-depth call capture database
- Memorable 0800 Number
- Online portal access to Call Analytics
- Professionally recorded Interactive Voice Response
Telecoms World
Unit 2/3 Kingfisher House
New Mill Road
Orpington
Kent BR5 3QG