working with us

working with us

Our services

 

24/7 Community alarm call monitoring

We provide a community alarm service which involves tenants and residents having the ability to press an alarm button, or pull a chord, giving them access to our 24/7 contact centre. Any connection is immediate once an alarm has been raised and an agreed course of planned response will be initiated.

Through our immediate communication with the tenant / resident, we are able to understand the situation, and fully brief the warden prior to them assisting. 

The most common use of this service is when local authorities and housing providers no longer have an active contact centre, or are looking to outsource this facility. If organisations have a warden (or similar responder) on site, our contact centre will notify them immediately should a tenant / resident require assistance. This can work as an out of hours facility for those organisations who have a contact which does not operate outside of normal working hours.

If required, we can provide and install all equipment.

 

24/7 Emergency response

This service provides organisations with all of the 24/7 connectivity to our contact centre as is received with the community alarm call monitoring, with the added provision of the HomeCall emergency response. This response comes in the form of an experienced Independent Living Advisor attending the property from which the alarm has been raised.

This service can be used as a replacement to your existing response service or as an out of hours service, when your response service is not available.

 

Out of hours emergency repair call handling

A number of housing providers give tenants the ability to report repairs within normal working hours. However, outside of this, the service is either covered by answerphone, or simply not available.

HomeCall offers an out of hours call handling service, where calls to your emergency repairs number are diverted to us, presented to us as a customer of your organisation, and answered as if we are your organisation.

All customer details are recorded and either actioned through an emergency repairs service, or reported to your team at the beginning of the next day.

 

We will work with you to develop a welcome greeting script, which our staff will quote when answering a call, creating a seamless transition, enhancing your customers experience.

This service is provided through our 24/7 contact centre, based on site at our Coast & Country headquarters.

 

Full generic out of hours call handling service

Many organisations (especially LAs, HAs, ALMOSs etc.) require interaction with customers / tenants outside of normal working hours; however, infrastructure may not always accommodate this.

HomeCall offers an out of hours call handling service, where calls to your organisation are diverted to us, presented to us as a customer of your organisation, and answered as if we are your organisation.

We will work with you to develop a welcome greeting script, which our staff will quote when answering a call from one of your customers. This seamless transition helps enhance the customer experience, and also gives you peace of mind that all out of hours calls are being dealt with in real time.

We will provide a full report of all out of hour calls we have handled to your team at the begininig of each working day. This service is provided through our 24/7 contact centre, based on site at our Coast & Country headquarters.

 

Central contact hub for Health & Wellbeing services (single point of contact)

Our offer of 24/7 availability, 365 days per year places us at the first point of contact for many Health & Wellbeing services.

This service ensures customers / service users of our clients have someone on hand 24/7 to provide the information you want to give. This service is utilised for Local Authority Rapid Response, which aims to meet the care needs of a person who has a crisis/emergency/trauma for whom admission to an inappropriate facility i.e. hospital or Care Home would be the only other alternative at that moment in time.

Additionally, organisations such as Carers Together, who operate an Emergency Card Scheme which ensures if a carer is taken ill or is found unconscious, their card will instruct the finder of the card to contact us, and we will provide information on the requirements of the person they care for.

 

Fully integrated Telecare service (24/7 Assistive Technology Services)

Telecare helps to manage risk and support independence by means of unobtrusive wireless sensors placed around the home which detect possible problems such as smoke, gas, flood or a person falling.

Our telecare services automatically raise an alert to our 24/7 contact centre, where information is presented on screen, and the appropriate cause of action taken.

Sensors include:

  • Fall Detector

Worn around the neck or clipped to clothing, a falls sensor will automatically alert staff in our contact centre in the event of a fall.

  • Bed Occupancy Sensor

This sensor pad goes under your mattress. If you fall, or if you get out of bed and do not return, it will automatically alert our contact centre.

  • Bogus Caller Button

If you are suspicious that someone knocking on your door is a bogus caller, you can use the button by your front door to alert staff in our contact centre, who will check if you are ok and send help if needed.

  • Temperature Extreme Sensor

If your home becomes too hot or cold, or if the temperature suddenly changes, this sensor will alert our contact centre. This will protect you against burst pipes or home fires, as well as mitigating living conditions if heating is too high or too low.

  • Flood Detector

This alarm will sound to alert you if there is a flood in your home. It will also immediately notify our contact centre so that we can send assistance.

  • Smoke Detector

A HomeCall smoke detector works in exactly the same way as a normal device but also alerts staff in our contact centre in the event of an emergency, rather than relying on you to notice and take action.

  • Carbon Monoxide Detector

This will sound an alert if it senses carbon monoxide. It will also notify our contact centre so that we can send assistance.

 

Reassurance call service (Planned)

If required, we have the resources and friendly staff available to conduct reassurance calls.

We can tailor a plan to meet individual needs, ensuring your customers receive the best service possible. Our reassurance call service will address customer concerns, but also fit in with their own lifestyle.

Our services quote

“The HomeCall team share our values and have worked hard with us to achieve the excellent customer service we continually strive for at Broadacres. The out of hours service they provide is effective and efficient, providing our customers with peace of mind that even the most difficult of situations can be handled promptly, but also with sensitivity.”

Rebecca Welburn, Housing Manager, Broadacres Housing Association