Customer contact centre

Back to customer contact centre

For contact details click here.

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 in addition of 2,500 calls per week.

Please find our Key Performances Indicators below – as part of TSA accreditation we must answer 96.5% of all our calls within 60 seconds:

For more information on TSA (Telecare Services Association) click here to visit their website:

Results: Social alarms customer survey results for October 2008

We have over 7000 connections to the Social Alarms Response Centre monitoring service – which is available 24 hours a day, 7 days a week, 365 days a year.

Customer Survey results:

Customer satisfaction survey, Jan 2008

1.1	When you moved in did staff explain the services offered?	232	46
1.2	Have you used the Alarms Response Service in the last 12 months?	129	170
1.3	If yes, was your call answered promptly?	120	10
1.4	Did you find the staff member friendly & helpful?	119	9
1.5	Were we able to provide the assistance required?	120	7
2.1	Are you aware the service is available 24hrs a day?	276	18
2.2	Do you feel reassured there is support available if you should need it?	276	16

Taking everything into account, how satisfied were you?

Taking everything into account, how satisfied were you? Pie chart results

		Very Satisfied	Fairly Satisfied	Neither	Fairly Dissatisfied	Very Dissatisfied
1.6	Taking everything into account, how satisfied were you?		23	8	3	5

Comments / Complaints / Quotes

	Date Received	Positive / Negative	Actions
I fell very reassured that such a method is in practice 24 hrs 365 days a year	02/10/2008	p
we feel that everything has been done for our safety	22/09/2008	p
all well	08/10/2008	p
I feel safe	08/10/2008	p
everything is ok, cannot be better	08/10/2008	p
I am very pleased with everything	13/10/2008	p
I have only used it by accident or to test but found the staff prompt and helpful.I feel if I needed any help then the system makes me feel more secure and confident in my own home	13/10/2008	p
thank you for looking after us 85 yrs old	13/10/2008	p
very satisfied with the service when pressed by accident, staff were exceptionally attentive & when alarm went faulty, sorted it out very quickly and staff were very nice	21/10/2008	p

Back to customer contact centre