Community Alarm Call Monitoring Service (AH-268)

Alliance Homes is tendering for a 24-hour 365-day service to monitor the community alarm call systems and dispersed alarms provided to approximately 1,250 customers living in a diverse range of sheltered (and one extra care) housing schemes.

Our core objective is to provide a high-quality customer-centred service that:  Enables customers to sustain their tenancies and live independently for as long as possible  Provides security and peace of mind for residents of our sheltered and extra care housing schemes  Delivers exceptional levels of customer satisfaction. (Our corporate target is that nine out of ten of our customers recommend us to a friend or relative)

The successful provider will deliver a continuous 24-hour call monitoring service for all emergency and non-emergency calls from customers, staff and contractors. Call handlers will be required to accurately assess each presenting situation, summon emergency assistance as appropriate, provide appropriate reassurance to callers who are concerned, upset or anxious, and report all incidents of note to Alliance Homes staff or nominated contractors.

Additional information: Is a Recurrent Procurement Type? : Yes