Our 24-hour, 365 day a year Customer Service Centre (CSC) has enabled us to provide a successful and effective first point of contact for all customers. We were one of the first housing associations in England to establish such a centre.
The service provided by the CSC continues to develop, reflecting the requirements of all Riverside’s customer base. Services such as ‘Helpline’ for vulnerable and elderly people, and an emergency repair response for general needs housing enable us to respond quickly to tenants needs.
In February 2006 our CSC was named Contact Centre of the Year at the Merseyside Contact Centre Forum awards. We are the first housing association to win this prestigious title that celebrates outstanding performances by call centres.
Helpline
Our Customer Service Centre offers a Helpline service to vulnerable and elderly customers at the touch of a button 24 hours a day. Currently we monitor 3942 connections on the Helpline system. This service is available to residents of our sheltered schemes and also to individuals living in their own homes – not just Riverside tenants.
Helpline’s philosophy of care and support
Our aim is to provide a high quality monitoring service, available to anyone who needs it.
Our specially trained advisors are sensitive to the needs of individual service users and place their welfare above all else. We believe in an individual’s dignity and freedom of choice. We promote this by offering solutions and, where possible, encouraging our customers to take decisions for themselves.
We are committed to ensuring that vulnerable people have the opportunity to live more independently. We meet this commitment by being there when called upon and without the need for daily interference in their lives. We believe that our service makes a real difference to our customer’s quality of life.
