npa24:7 – Not just a call centre

IMG_20191104_135017 (2) (Demo)

At the upcoming Homes for the North conference, npa24:7 will be hosting the VIP Networking drinks reception, as well as having a stand during the event. It will be a fantastic opportunity to network with over 250 senior housing leaders and be part of the debate. We are really looking forward to being involved in this breakout conference.
But who are npa24:7?

npa24:7 works with both Housing Associations and House Builders across the UK, offering emergency home assistance to their customers.
For our Housing Association clients, we offer out of hours call handling for when their offices are closed. Using our Interactive Diagnostic Application (ida™), we are easily able to tell if the caller’s repair falls within our client’s emergency criteria. Our fully tailored service means that whatever the Housing Association’s requirements, we can offer them support. Some clients have their own out of hour’s contractors to attend and ‘make good’ the emergency. Others choose to use our professional and dependable network of tradespeople to complete the repair.
We work with Housing Associations such as Bromford, L&Q, Clarion Housing, Citizen, WHG, and many others.

Not just a call centre

At npa24:7 we strive to be seen as an extension of our client’s services that they already offer. When we begin working with a new client, we will invite them to visit our offices and meet our advisors for training days. During these training days, clients will roll out their contact centre training to our team. As a result our advisors operate to their values as opposed to being a typical outsourced call centre.
For example, at the beginning of October, L&Q spent 6 days at npa24:7 training our advisors with the same training that they use in their own contact centre. As we provide out of hours call handling for L&Q, we do not want their customers to notice a difference in service no matter the time of day or night that they call. This part of the business continuity cover we offer along with a number of other additional services.

Additional services
There are a number of additional services that we offer to clients as ‘add-ons’ to their standard out of hours call handling.
We can offer decant services for their customers. This means that we can provide hotel accommodation during emergency situations. As every client’s process is bespoke, there will be agreed criteria in place for any emergency situation that means customers require hotel accommodation.
We also provide clients access to our extensive network of approved contractors to attend home emergencies. They can either ‘make good’ the emergency until such a time as the client can get out their own contractor, or they can undertake the repair fully.
Additionally, we deliver overflow services. This means that, during busy periods, callers aren’t waiting for significant amounts of time as we can pick up overflow calls. This service is mainly utilised during the winter.

Our History
AA Home Assistance was founded in 1994, which became part of HomeServe. HomeServe’s rationalisation back in 2014 created a management buyout opportunity to acquire the House Builder and Housing Association business back from HomeServe. This morphed into npa24:7.
At the end of September 2019, npa24:7 moved from their location in Oldbury to newly refurbished, state of the art offices in the centre of Halesowen. This move holds particular sentimental value for the business, and for Managing Director Nick Haycock, as it is a stone’s throw from where the original business was founded 25 years ago.
Currently we support 65% of private new build homes during their 2-year emergency repair obligation, as well as supporting over 24,500 homes for our Housing Association clients.
For more information on who we are and what we do, head on over to our website

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