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Highly satisfied: Residents give big thumbs up for dedicated response team

A national housing provider for older people has achieved a welcome 98 per cent satisfaction rating for its 24-hour, seven-day-a-week service that helps residents to live independently in their own homes.

Hanover Housing Association’s support service, Hanover on Call, provides round-the-clock peace of mind to more than 22,000 residents living on Hanover’s 600+ estates across England.

The service monitors calls from residents’ properties and communal areas, liaising with care and contract staff, and monitoring smoke detection and fire alarm systems. Additionally, it helps residents who are frail or disabled to continue to live independently via assistive technology such as fall detectors, flood sensors and visual/flashing alerts for people with hearing impairments.

The latest Satisfaction Survey was commissioned as part of the retirement housing provider’s regular assessment. The high satisfaction finding came as the organisation passed its annual audit by the Telecare Services Association with flying colours.

Analysis from the survey has shown that one of the most important drivers of satisfaction is that residents found the service value for money in relation to the service charge cost. This was closely followed by the helpfulness of the Hanover operators.

Tom Brown, Regional Director at Hanover, said: 'Hanover on Call has gone through a huge transformation in the last 18 months, involving a revamp of the team and improvements to their working environment. This great satisfaction rating shows the dedication and commitment to enhancing the levels of customer service we have in place at Hanover on Call.

'Good customer service is a key driver for Hanover and we have set high standards for the Hanover on Call team, given the amount of daily interactions they have with residents. Satisfaction levels with the quality of the service have increased by nine per cent, while 94 per cent of residents said that they were happy with the speed of Hanover’s response.'

Hanover on Call offers a range of emergency and alarm call services that can be tailored to suit individual tenants and homeowners. Of the hundreds of calls taken by the dedicated team each day, around 12 will be the result of major emergencies. As well as receiving calls, the service makes a large number of outgoing calls each day to check that residents are in good health.

With over 50 years’ experience, Hanover is one of the leading providers of retirement housing and associated support services in England.

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