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News 10 April 2018 l Housing

Hanover on Call retains high customer satisfaction ratings from residents

Residents have given Hanover on Call a 96% satisfaction rating in our 2017 survey.

Hanover on Call provides a round-the-clock lifeline for residents across our 600+ estates through an emergency call and reassurance response. In operation since 1998, the service helps residents to maintain their health and wellbeing whilst keeping them safe in their homes and enabling them to continue to live independently.

The latest survey highlighted an increase in satisfaction in core areas of speed of control centre response, helpfulness of the operator and quality of the service.

Making a difference to residents' lives

In one instance, a resident from Shepton Mallet believes that her life was saved when the operator recognised that she was having a hypoglycaemic episode because of her diabetes, and quickly called for an ambulance.

The team also supported a resident from Cambridge by making several reassurance calls and ensuring that her case was pushed up the ambulance service priority list. In Berkshire a resident who had a stroke was very grateful after the operator acted quickly to dispatch the ambulance.

Telecare Services Association (TSA) code of practice

Hanover has again successfully demonstrating its continued compliance with the Telecare Code of Practice. The rigorous assessment helps Hanover on Call to improve and achieve excellence, ensuring that we take the safety of residents seriously and improve the quality of the service provided.

Comprehensive 24/7 service

Hanover on Call offers a range of emergency and alarm call services that can be tailored to suit individual tenants and homeowners. The core alarm call service typically provides pull-cords or pendants in homes and communal areas. The system can be used to monitor communal door entry systems, smoke detectors and fire alarms, and carry out remote testing to identify equipment faults.

Of the hundreds of calls taken by the dedicated team each day, around 12 are 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.

What residents said in our survey

Hanover On Call Survey 2017 Word Cloud

Helen Roberts, Head of Assistive Technology at Hanover, said: ‘We are delighted with the results or our latest survey and the ongoing endorsement we’ve received by retaining our TSA accreditation.

‘All the team go through extensive training to become a customer service advisor, and we have worked hard to improve the level and quality of service. These results demonstrate the commitment we have to providing a first class lifeline to residents. We are encouraged to see we have achieved an 8% increase from residents who are now very satisfied with the speed of our response.’