Dudley Council’s repairs contact centre has received national recognition as an example of good practice.
The local authority’s Repairs Management Centre, which deals with repairs and maintenance calls from housing tenants, has been audited by the British Standards Institute and the Call Centre Association (CCA) and found to be of a global standard by retaining its CCA contact centre management accreditation.
This is the 12th year in succession that the centre has maintained its accreditation. It has been a member of the CCA Global Standards since 2001.
Councillor Steve Waltho, cabinet member for housing, said:
“This achievement is a reflection of the commitment and drive that staff at the centre have in providing a quality repairs service. We receive up to 1,000 calls a day and I’m proud that we have been noted for handling the calls in a professional and caring manner. Congratulations to everyone at the Repairs Management Centre for this well deserved award.”
The CCA Global Standard is used to increase the reliability and effectiveness of customer contact centres. The assessment focuses on operational principles, including customer focus, continuous improvement and technology.
Requests for repairs or maintenance work can be forwarded to the Repairs Management Centre 24-hours a day, seven days a week by calling 01384 815 168, logging onto www.dudley.gov.uk/housing, or via Digi TV on www.lookinglocal.gov.uk