Concierge Management Centre
The Concierge Management Centre (CMC) is the eyes and ears of Wolverhampton Homes and the City of Wolverhampton Council, helping customers and the residents of Wolverhampton 24 hours a day, seven days a week.
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What the team does
The team supports Wolverhampton Homes customers, as well as those who buy-in services, such as Telecare and the City Council’s out of hours call handling. It also works closely with partner agencies such as West Midlands Police.
CMC manages:
- city-wide door entry monitoring on our low-, medium- and high-rise estates
- city-wide CCTV monitoring for the City of Wolverhampton Council and for private locations
- 24/7 telecare call handling for vulnerable customers
- out-of-hours call handling for WH and CWC across evenings, weekends and bank holidays
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How this benefits customers
A 24/7, 365-days a year service, the CMC is the eyes and ears of Wolverhampton Homes and the City of Wolverhampton Council.
The team takes about 45,000 telecare calls per year, which supports 4,000 customers in Wolverhampton.
The CMC takes out-of-hours calls for repairs and for all City of Wolverhampton Council services. The team also get referrals from other agencies and emergency services regarding incidents in the city out of hours. They take about 30,000 calls per year.
Nearly 3,000 homes in the city have an intercom directly to the CMC. The team receives about 20,000 intercom calls and makes almost 28,000 outbound calls.
The team can grant access through the door entry systems 24/7, and they receive about 150,000 access calls a year.
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What customers can expect
- Reactive effective call handling via multiple platforms including but not limited to intercoms, telephone and telecare call boxes
- Answering of telecare calls within the prescribed timeframe, triage of the need and mobilisation of the relevant responder
- Triage of, and mobilisation to, out of hours emergency repairs for WH Tenants where the criteria has been met
- Management of out of hours incidents for both Wolverhampton Homes and CWC, mobilising the relevant on-call resources and liaising both internal and external agencies
- Taking customer concerns regarding ASB, fly-tipping, communal area issues, etc. out of hours and logging them with the relevant agency or team for action in hours
- Providing out of hours support to customers suffering homelessness with triaging and placements of temporary accommodation placements.
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How we measure success
- Telecare calls are answered in between 90 and 180 seconds
- We measure the time taken to answer out-of-hours calls and record the number of customers who abandon their calls.
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How we continue to improve
- We sit on CWC’s Resilience Board to ensure we are effectively resourced and working towards supporting the City’s response to emergency preparedness and response
- We undertake monthly call monitoring checks for all control room operators, reviewing telecare and out of hours called per officer, per month
- We sit on several projects, reviewing our service provision, policies and procedures.
- How the team's work fits within the Consumer Standards