Out of hours services

24/7 telecare out-of-hours support

We offer a dedicated 24/7 service to keep your organisation responsive and supporting residents & customers, outside of usual office hours, during times of crisis or to assist with planned downtime.

An experienced and trusted provider

For 30+ years our contact centre in Kent 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. Our team is available 24/7 and is trained to resolve a diverse range of issues, from basic housing repairs through to major civil emergencies.

Tailored reporting

A dedicated Operations Manager will work closely with you on reporting and to ensure all activity is delivered. Our reporting templates ensure that we capture significant feedback that is both qualitative and quantitative, enabling your teams to seamlessly action any follow ups.

Integrating our service with yours

Out of hours service integration

Out of hours emergency repair service

Calls are answered by compassionate, consistent and efficient operatives. We will work with you to build tailored procedures, with an aim to achieve ‘first fix’ resolutions – prompt call completion and incident resolution within a single call.

Daytime office cover (planned and emergency)

We provide both planned cover (e.g. staff conferences, away days, training sessions), and emergency business continuity cover (in the event of interruptions or failures to normal day-to-day systems and services). Daytime cover is delivered in line with the emergency repairs procedures and protocols, with all non-emergency calls referred back to the main at the next available opportunity.

Social media monitoring

Social media is an essential part of your business marketing strategy. Social platforms help you connect with your customers and increase awareness about your brand. We can monitor your social media on your behalf and respond accordingly to urgent or emergency issues.

Customer satisfaction surveying

We ensure 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. 

Anti-social behaviour services

Customers can report incidents of anti-social behaviour (ASB), whilst our enhanced service ensures ongoing support to customers experiencing prolonged ASB. Our team record all details of reported issues, generating a unique report reference for the callers reassurance. If at any time the customer fears 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 customers.

Reporting of homelessness

Our out of hours homelessness reporting service is for those who contact us as 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 status of the caller; these feed into the triaging process and ensure that the service is delivered to those callers genuinely in need of temporary accommodation. 

County Council and District Council OOH calls

We support councils to deliver their service out of their normal hours. Working to agreed procedures, we answer the residents’ calls and provide them with support on a range of incidents such as flooding, reporting of 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.

Start a conversation

Got a question? Want to schedule a meeting? If you have any feedback, or want to find out more about how we can deliver a tailor-made service suited to your organisation, then please get in touch.

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