Lambeth Living Selects Vangent to Manage In-Hours Customer Services

1st November 2011

Lambeth Living, London's largest housing Arm’s Length Management Organisation (ALMO) has selected Vangent, a leading business services provider to manage customer contact during normal working hours.

Following a strategic review of its in-hours operation and recognising the current financial challenges, Lambeth Living needed to select a dependable partner that could transform customer services to deliver best value

Lambeth Living had previously joined the Pan-London Out-of-Hours Shared Service, also operated by Vangent, to handle all customer calls during the evenings and weekends. Vangent successfully implemented Lambeth Living’s out-of-hours service in a record time of 5 days!

Nigel Rourke, Vangent’s Company Director said “We are thrilled to be extending our partnership to deliver vital services for Lambeth Living’s residents. Building on the success of the out-of-hours service, Lambeth Living’s customers will receive round-the-clock service quality whilst the organisation receives better value for money.

Vangent manages customer services for several London ALMO’s and Councils and we stand ready to assist other organisations seeking to dramatically improve customer service in a time of budgetary decline”

Neil Litherland, Lambeth Living Chief Executive said “Lambeth Living provides a wide range of services to over 30,000 residents who prefer to contact us by telephone. They have told us they want to get through quicker and speak to someone who can sort things out. We are looking forward to residents seeing the benefits of Vangent's track record”.