ALMO set to improve critical resident services round-the-clock
2nd July 2009
Homes for Haringey has become London’s first ALMO to join a shared customer service operation,
designed to improve responsiveness to residents and tenants needing emergency help during the evenings,
early hours and weekends.
The service will receive calls for emergency housing repairs and is run by Vangent, a specialist customer service management firm from a state-of-the-art contact centre based at London Bridge.
Running alongside service provision for a number of other London agencies, the service is underpinned by ground-breaking computer systems that help 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 at Homes for Haringey commented “We are very excited about this new venture which will deliver an excellent service for our residents at a much reduced cost. This all fits with our aspiration to become a 3 star ALMO at our next inspection in 2010”.
“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” says Nigel Rourke, Vangent’s business development director.
The service is backed by London’s Regional Improvement and Efficiency Partnership – Capital Ambition, which is encouraging the uptake of the service across the capital.
Vangent is running an open day on 9th September 2009 for London based registered social landlords who want to find out more about joining the programme: