Sanctuary Housing and Care

Pinnacle Connect was awarded an initial 1 year contract by Sanctuary Housing Association (SHA) to provide accurate, documented processing and assessment of inbound tenant calls out of hours, in line with SHA's guidance.

Pinnacle Connect would apply the clients' guidance notes to each call and determine if the call constitutes an emergency. All calls were then added to Sanctuary's housing management system ISIS (First Housing) by our trained Call Centre Agents (CCAs). Pinnacle Connect would then provide the caller with clear and concise details of what action would or would not be taken to rectify the problem, and we would then make contact with the SHA's nominated contractor and/or managers and pass on the details of the repair and/or call. On completion of the job by the contractor, Pinnacle Connect would add any completion details or follow up details to the SHA secure job system and supply the contractor with a unique reference number.

In this instance, the client's live job system closed down for back up at 8pm daily. Pinnacle Connect therefore used its own job system to load and process jobs in line with Sanctuary's Out-of-Hours (OoH) guidance, until such time as the live system came back on line. All processed calls would then be transferred back onto the client's live system before 8am the following day.

Review meetings were held monthly between the client and Pinnacle Connect to discuss operational activity for the previous month. Pinnacle Connect provided the client with weekly customer specific call statistics for handled calls, which included average hourly wait and abandoned times as well as inbound hourly volumes.

Chelmer Housing Partnership

Pinnacle Connect provides an out of hours call handling service 365 days a year.

Pinnacle Connect's agents process and assess inbound tenant calls to determine if the call is actually an emergency, in line with Chelmer Housing Partnership's (CHPs) out of hours guidance.

Pinnacle Connect agents add reported information to Pinnacle Connects own unique job system and then provide the caller with details of what action will be taken to rectify the problem. We then make contact with CHP's nominated contractor/DLO and pass on the details of the job.

When finished, we add the completion details onto the Pinnacle Connect job system and supply the contractor/DLO with a unique reference number for the completed works. We then email the entire report to a nominated email or distribution list for the day offices attention.

CHP carry out their own mystery shopping of the OoH service on a monthly basis and feed this back to us as part of our ongoing relationship. To date these are all with very good results.

Wellingborough Homes

Pinnacle Connect provides an out of office call handling service 365 days a year.

Pinnacle Connect agents process and assess inbound tenant calls to determine if the call is actually an emergency, in line with Wellingborough Homes' out of hours guidance.

We then add the reported information to Pinnacle Connect's own unique job system and provide the caller with details of what action will be taken to rectify the problem. Before making contact with Wellingborough Homes' nominated contractor/DLO and passing them the details of the job.

On completion, we add the details onto the Pinnacle Connect job system and supply the contractor/DLO with a unique reference number for the completed works. We then send the entire report to a nominated email address or distribution list for the office's attention that day.