Home | Site map | Contact us| Work for us | Service standards

On-call service credited for high standards of care

Nottingham City Homes’ on-call service for elderly and vulnerable tenants has been commended for its high standards of customer care.

At the end of July Nottingham on Call was audited against the TSA (Telecare Services Association) code of practice. The team excelled, achieving all three parts of its code of practice for the third year running.

What is Nottingham on Call?

Nottingham On Call is the 24-hour emergency response service for elderly and vulnerable tenants of NCH and tenants of councils and housing associations.

It allows people to get help if they are in difficulty or need support at any time. If tenants have a fall and can’t get up, or are feeling ill, they can alert the on-call team. Our call centre staff are local people. Many call centres are national and the people answering the call would not have the local knowledge that we have.

What is Telecare?

Telecare is a home safety and personal security system that helps people live independently in their own homes. This is achieved through the clever combination of a 24 hour telephone link to Nottingham On Call and state of the art technology.

The TSA’s Code of Practice sets out the industry standard for services like Nottingham on Call.

The standards are always changing to make sure they meet customers’ needs. They are independently and externally audited. Inspectors look at three parts of the Code of Practice, which includes:

Telecare call handling operational requirements
Telecare installation operational requirements
Mobile response operational requirements.

They also shadow staff out in the community to make sure all employees are fully trained.

The team had previously met the TSA standard and the annual inspection makes sure they are still working to the high standards of customer care and procedures and policies are up to date.

Gill Moy, Director of Housing Services, said:

Nottingham on Call offers our elderly and vulnerable tenants the chance to live independent lives. Having a friendly voice at the touch of a button, gives our tenants and their families the peace of mind, which is very important to them.

“We are delighted to have received the TSA accreditation for the third year running. The team are well trained, friendly, helpful and committed to providing a service that meets the needs of our customers and helps them feel safe in their own homes.

You don’t have to be a council tenant.

The Nottingham-on-Call service is also available to private residents living in the city. If you, or a member of your family, is living independently but could do with the extra support, why not give the team a call on 0115 9151640 to find out more.

(Mon, 17 August 2009 09:00:00 GMT)

Read all the latest news from Nottingham City Homes