Saltire Facilities Management is delighted to announce that its call centre has been awarded a contract by River Clyde Homes, to deliver out of hours call handling services on behalf of the Inverclyde-based housing provider.

River Clyde Homes is an affordable housing provider, which owns and manages more than 6000 homes, and provides factoring services for a further 2,000 homes across the Inverclyde area.

The contract means that River Clyde Homes tenants have 24-hour access to a repairs and maintenance helpline, every day of the year. Saltire’s highly-trained customer service representatives will determine if the call is an emergency, and pass it on to the correct tradesperson to be dealt with immediately; non-emergencies will be logged in the River Clyde Homes scheduling software for action on the next working day. Saltire will hand in hand with River Clyde Homes, providing regular updates and analytics, by utilising the housing provider’s scheduling tool and housing management system.

This new contract represents a further expansion for Saltire Facilities Management’s call centre operations. The dedicated team of busy and professional customer service representatives have answered almost 500,000 calls from tenants and residents in the past 12 months, and already provide 24/7 out of hours call handling for a number of companies, including Ferguslie Park Housing Association.

Natalie Milne, Service Delivery Director at Saltire said, “It’s always a proud day to begin a partnership with a new customer, and we’re very glad to have River Clyde Homes on board. Our customer service representative are highly trained, and they know how to resolve customer issues extremely quickly. Because we offer a 24-hour service, and already have the skilled staff on board, we’re ready to get started straight away, and proud to help River Clyde Homes tenants have their emergencies and repairs resolved as soon as possible.”