Why we could never let the pandemic stand in the way of outstanding customer service

Since the pandemic began, we have continued to support thousands of our customers and colleagues, and have prioritised customer service and safety despite the challenges COVID19 presented.

Over the past year, we have maintained our TSA QSF Accreditation, introduced a series of thought-provoking and industry leading webinars with the National Care Forum and NHS Digital, and continued to deliver our outstanding 24/7 alarm monitoring service to over 70,000 customers in the UK.

To improve customer experience, we introduced Microsoft Teams as our call routing platform and provided colleagues with new digital equipment. This meant our operators were able to work from home whilst continuing to deliver the same outstanding service to our customers.

As a proud partner of Johnnie Johnson Housing, we have also made more than 2,000 wellbeing calls to residents over the age of 70 or living alone, to check that they are well and safe at home.

For more information, on how we have responded to the challenges COVID19 presented, please click here.