24/7 out-of-hours services

In today’s fast-paced world, organisations like yours need reliable solutions to ensure the safety and well-being of your customers and residents around the clock. Our dedicated 24/7 out-of-hours care will keep your organisation responsive, even when your offices are closed. We will expertly support your client base during planned downtime and emergency cover, with our provision tailored to your own procedures, policies and requirements so that your team can easily follow up on any actions.

Our cost-effective solutions are affordable and flexible, allowing you to find the best fit for your budget and requirements. We can enhance your organisation’s reputation and ensure you demonstrate a commitment to safety that will foster trust among stakeholders. Additionally, we can help relieve some of the pressure on your employees, helping to enhance their performance, boost employee retention, and optimise your organisation’s operations.

How we can provide help round the clock

By integrating your service with ours, we can create a bespoke system where your residents will get the assistance they need, whatever the hour, all day, every day. This ensures your customers receive a swift response, exceeding their expectations.  

Here’s how it works:

Keep your operations running smoothly and efficiently

Daytime office cover (planned and emergency)

With Careium’s out-of-hours services, you can receive both planned cover – to cover staff conferences, away days or training sessions – and emergency business continuity cover in the event of interruptions or failures to normal day-to-day systems and services. 

The daytime cover is delivered in accordance with the emergency repairs procedures and protocols, with all non-emergency calls referred back to the main contact as soon as possible.

Tailored reporting

A dedicated Operations Manager will work closely with you on reporting processes and ensure all activity is delivered accurately. Our reporting templates guarantee that our out-of-hours care captures significant feedback that is both qualitative and quantitative, enabling your teams to seamlessly action any follow-ups.

Out-of-hours emergency repair

Calls are answered by compassionate, consistent, and efficient operatives. We work with you to build tailored procedures, aiming to achieve ‘first fix’ resolutions—our goal is prompt call completion and incident resolution within a single call.

Safeguarding your customers

Anti-social behaviour (ASB) reporting

Patients and residents can report incidents of anti-social behaviour (ASB), whilst our enhanced service ensures ongoing support to those experiencing prolonged ASB. Our team records all details of reported issues, generating a unique report reference for the caller’s reassurance.

If at any time your residents fear for their safety or that of another, our team of advisors will escalate the situation accordingly with the emergency services. We can also schedule regular support calls for your most vulnerable clients.

Homelessness reporting

Our out-of-hours homelessness reporting service is for those who contact us because they have nowhere to live. We work with you to ensure your policies and procedures are adhered to when identifying the requirement to provide temporary accommodation. 

A number of bespoke questions will be raised to confirm the caller’s status; these feed into the triaging process and ensure that the service is delivered to callers genuinely in need of temporary accommodation.

Connect with & understand your customer

Customer satisfaction surveys

We ensure your customers have the opportunity to give you feedback at a time that best suits them. Our team can undertake daytime and evening telephone calls to capture satisfaction levels and identify where improvements can be made.

County Council and District Council out-of-hours calls

We support councils in delivering high-quality out-of-hours services. Working according to agreed procedures, we answer residents’ calls and provide them with support on a range of incidents, such as flooding, reporting dangerous structures, or as part of a council’s business continuity. We record all details and actions for staff to view the next working day.

Partner with an experienced and trusted provider

For over 50 years, our contact centre has been delivering friendly, professional, out-of-hours contact services to local authorities, housing associations, registered providers and charities. We respond to an average of 200,000 calls every year, forging long-term relationships with our clients so we can become an extension of their team. We are available 24/7, and our team is trained to resolve a diverse range of issues, from basic housing repairs to major civil emergencies.

If you’re looking to enhance your organisation’s efficiency and satisfy your stakeholders, contact Careium today to find out more about our out-of-hours services. 

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