We have gone live with our National Repairs Contact Centre!
From Monday 31 March 2014, we have completed our final piece of work to bring all repairs telephone calls into our National Repairs Centre. Residents reporting repairs from across the organisation will now be directed to our repairs team based at our Burnley office.
We have 13 full time equivalent staff to receive repair enquiries from residents across Accent who will handle in excess of 110,000 telephone calls over the course of the next year, not to mention the 30,000 plus emails!
The contact centre will be on hand throughout the week, Monday to Friday until 8pm and between 8am and 12pm on Saturday.
This really does mean that our residents are fully supported and have access to Accent staff over a wider period of the day.
We will progress repair orders in a common way across the business and for the first time we will be in a position to track and measure performance much more specifically, driving efficiencies for both Accent and its partner contractors, providing great value for money.
This also enables us to provide robust and targeted training and development to staff, improving the customer experience and quality of each interaction.
We have not changed any numbers and you can access the service in the same way you always have.