Saltire’s call centre expands operations with winning tender

Saltire Facilities Management is very pleased to have been awarded an out of hours call centre service contract by Ferguslie Park Housing Association.

Ferguslie Park Housing Association (FPHA) is an independent community-based housing association with 803 properties. In 2019, the Paisley-based housing association ran a pilot assessing the use of an external call centre to provide out of hours domestic emergency calls. Saltire Facilities Management’s call centre provided the service during this pilot period. After the pilot was concluded, FPHA saw that it had been successful in providing their residents with a 24-hour emergency contact number, and that residents felt reassured by always being able to talk to a person, whether day or night. With high standards for customer service, this was important to FPHA.

With the value of an external 24/7 call centre clear, FPHA put out to tender a call centre service contract, seeking a provider which could handle telephone calls, assess and prioritise repairs, and pass repairs on to the right person, so that any domestic emergencies are resolved as quickly as possible.

Property Maintenance Manager at FPHA, Catherine Aiton, explains why Saltire were awarded the contract, saying, “We are delighted Saltire are the successful bidder for our Call Centre out of hours contract, as the service they provide is professional and adaptable to our requirements. Saltire’s procedures are clear and concise and call handlers demonstrate an excellent understanding of our contract processes.”

Saltire is proud to have been awarded the three-year contract, with the option to extend it for a further two years. Saltire’s first-class customer service representatives already provide out of hours call handling for a number of companies, which provide maintenance and emergency repairs to housing association residents.