Customer contact centre
Our Customer Contact Centre is open 24 hours a day 7 days a week and can help with general enquiries, refer your enquiry to a specialist housing officer or take payment via credit card.
For contact details click here.
For career oportunites witin the contact centre, click here.
Customer Contact Centre History
The Places for People Group operates a Customer Contact Centre, which is located in Preston, Lancashire. The Customer Contact Centre was set up in 2001 to provide a single point of contact for all of the Group’s customers. The range of services provided, are as follows:
- Initial contact by telephone, where we are able to deal with repair enquiries, lettings, simple rent enquiries, neighbour nuisance, low cost home ownership and complaints. An average of 10,000 calls are answered each week and 10,000 outgoing calls are made to customers both internally and externally.
- Social Alarms Monitoring – This service is provided to all of the Group’s sheltered housing schemes. Monitoring is also provided for other housing associations and individual subscribers. This service receives and addition 2,500 calls per week.
The Contact Centre is fully operational 24 hours a day, 365 days a year nationally.
Staffing levels have been set up to meet the demands for services. The Contact Centre employs 60 FTE Agents, which includes management and the Social Alarms Team. 18 Social Alarm Agents are employed (14 FTE’s). Due to the 24/7 opening times of the Contact Centre, each shift is managed by a Team Leader, who reports to the Contact Centre Manager. Additional management and support is provided from the Group Support Centre, our head office, which is also located in Preston.
The operators at the Contact Centre are very experienced in dealing with a wide variety of situations on behalf of our diverse range of customers. They particularly recognise and understand the needs of elderly, disabled and vulnerable client groups.
