Case study - Out of hours inspection February 2015
Resident Inspectors visit Centra – Hyde’s Out of Hours service provider
This service is available to our residents from 8pm to 8am weekdays and for 24 hours at weekends. It is for emergency repairs and for ASB calls only. Residents ring Hyde’s Customer Services 'one' number when the office is closed and they have the option of transferring to the Centra emergency service.
During their visit the Resident Inspectors visited the call centre were they looked at the IT systems, listened into calls, interviewed staff and observed how calls are tracked and passed to contractors.
The Centra staff were professional, efficient, knowledgeable and friendly. They also provide a good service to vulnerable residents.
Staff were generally able to offer advice and suggest a course of action to remedy the repair where it was the resident responsibility. On non-emergency repairs most requested that the resident call Hyde the next working day to report the issue. With calls relating to low level ASB (mainly noise and nuisance) staff took full details of the nuisance, gave advice and numbers of agencies to contact and were generally very supportive and sympathetic.
Quotes made by residents during a telephone questionnaire carried out to those that had used the service:
Helpful, informative and gave me correct remedy
Handled my call very professionally. I could ask for no more
She made me feel at ease, very understanding and explained the ASB procedure
The inspection team found that during busy periods it sometimes took time for calls to be answered and since the inspection staffing numbers have been looked at and increased to cover peak periods, there has been an improvement in call answering performance.