5E76DAE9-9B08-48D6-AF6C-E394495FE015

Out of Hours Repairs Call Handling 24/7

Cost effective cover across repair, concierge, & critical contact lines. Astraline can help you manage costs as your repairs needs increase, without compromising on service levels for your tenants. 

Why Astraline?

Astraline were established in 2000 so have been providing OOH Repairs services to housing associations, local authorities for over 20 years. We are an Investors in People Gold business and have been recognised by the TSA at their 2022 awards for Workforce Development. Our reaction to the COVID pandemic resulting in our innovative and flexible hybrid-working system.

Over 49,000

Repairs calls handled per year

23 Years

Providing OOH Service

+ 50

Operators

24-hour

UK monitoring centre

call-centre-woman

Repairs Service from Astraline

Astraline can provide seamless cover across repairs, concierge, and critical contact lines for a wide range of customers, including Housing Associations, maintenance contractors and property developers, during times when you can’t answer calls.

Experienced, professional and empathetic team adapted to a fully hybrid working model to maximise the benefits of both office and home environments.

- Expertise in diagnosing repairs in line with your policies
- A seamless handover from your daytime team
- Successful mobilisation of seven new business customers in the last 24 months
- Accurate daily reports showing OOHs calls, outcomes and service level
- Flexibility in the methods by which jobs are allocated to a contractor. These include include, telephone, customer repairs system and email options.

We have a long history of providing this service within social housing and can help our customers to reduce the number of expensive emergency call-outs made out of hours.




 

Grand Union Housing - Case Study

Astraline handle calls when their main office closes, and to support training and other activity including Grand Union staff. This includes all Bank Holidays, has been expanded to include calls usually taken by their heating contractor and as part of their BC/DR procedure in the event they encounter issues with for example, telephony, ICT or staffing. Astraline’s excellent service delivery was such that we were awarded GUHG’s telecare contract back in 2020.

“We’ve found Astraline to be very flexible in their approach and ability to provide phone cover. Now the winter is here, we’ll see an increased demand for all our services, and we’re confident in the proven ability of Astraline.”

Cameron Jeffrey - Head of H&S, Grand Union Housing Group. Grand Union Housing

Key Metrics

Astraline have held this contract since 2017, successfully re-procuring the contract again back in 2020. We answered 6256 inbound calls over the last 12 months. This resulted in circa 4000 repairs jobs being passed to their contractors using their Open Housing system.

6256

Inbound Calls Handled in 12 Months

4000

Repairs Jobs passed to contractors




 

Arches Housing - Case Study

Astraline provides both an out of hours call-handling service, supporting the resolution of emergency repairs and acting as the main out of hours contractor through their relationship with Fortem. Astraline have expanded the service to cover training and bank holidays and in 2022 provide 10 additional hours of cover per week to allow Arches staff to be trained on their new Housing Management system.

"The team at Astraline were keen to learn about Arches Housing to ensure the services provided on our behalf were in line with both the organisation and our customer expectations. We enjoy partnership working making sure we share information to listen and learn from each other. Our customers benefit from an experienced team who provide advice and ensure any emergencies are attended to”

Sally Steade - Head of Housing & Property Services, Arches Housing Arches Housing

Key Metrics

Astraline have managed this contract since 2019. We handled 5252 calls in the last 12 months from Arches residents resulting in circa 3000 Make Safe repairs jobs being delivered by our contractor Fortem using their Maintain system.

5252

Inbound Calls Handled in 12 Months

3000

Repairs Jobs passed to contractors

Frequently asked questions...

  • Out of Hours repairs 
  • Daytime cover (so you can finally hold that training session!) 
  • Antisocial behaviour 
  • Concierge/access control/building safety 
  • Local Authority services 
  • Contractor lines e.g. warden call/fire safety offering 24/7 repairs 
  • Charity/crisis lines 
  • Business Continuity / Disaster Recovery – write Astraline into your plans 
  • ForHousing
  • Railway Housing
  • Lench Trust
  • CHS Group
  • St Andrew Housing
  • Pickering & Ferens
  • Hull Churches
  • Kingsdale Group
  • Bespoke Supportive Tenancies Housing Association
  • Methodist Homes (MHA)
  • Wrekin Housing Trust
  • Grand Union
  • Linell Homes Limited
  • Arawak Walton
  • Dimensions
  • Arches Housing
  • Edward Mayes Trust
  • Harrogate Housing Association

We create dedicated digital SIP lines for your organisation FREE OF CHARGE – these are available 24/7/365 backed by an operation handling over 50,000 OOHs calls and 800,000+ telecare alarms every year.   

Your dedicated line can be any prefix of your choice – 01, 02, 03, 08 to achieve best VFM in telephony design.   

We record a friendly bespoke greeting for your organisation – a reassurance message before speaking directly to a call handler.   

Invoking the Astraline service is straightforward, either – 

  1. Divert your existing line to us – either as part of a hunt group, overflow or timed divert 
  1. Announce or publish your dedicated number to residents/customers/users.  Remember your dedicated number could be local to your area if you like 

Astraline Innovation will work directly with your IT team or telephony company to ensure a seamless transfer to our service – no additional charge for setup or connection. 

 Astraline handles calls on behalf of 100+ organisations – our call handlers and systems are designed to provide a personalised service for each customer. 

We understand that your team has a set of policies and procedures to follow, these are what make your service unique and your OOHs service should mirror these. 

During mobilisation we will agree a shared call handling procedure visible for all Astraline colleagues on our call handling platform.  This might cover… 

  • Speaking to a Housing Association resident who has a leaking supply pipe.  We assign an emergency plumber immediately and create a detailed log of the repair directly on the HA’s management software.
  • Handling concierge calls on behalf of a domiciliary care provider, invoking care plans and managing a carer rota
  • Customer education calls, assisting residents to resolve their own repair where appropriate e.g. a trip switch test for fuse fault 

With Astraline you can choose between the following options – 

  1. We log repairs/calls/events directly on your software through remote access.  We are familiar with many housing/property management systems and can rapidly train call handlers on new systems. 
  2. If you just need a simple report of the calls we’ve handled and the action we took, our in-house Astrafix system will do exactly that.  Simply send us a list of your properties/customers and any relevant contacts e.g. emergency tradespeople and we will upload to AstrafixThis means…
    • A bespoke call handler decision tree built around your policies.  This guides call handling and creates a simple & standardised call report
    • Easy for call handlers to view the correct contact and customise this based on your instructions 
    • You will receive regular automatic reporting clearly showing the work we’ve completed for you 

Request a call back

Want to know more about how Astraline can support your business and your customers? Request a call back.

Alternatively ring our contact number: 01625466681

Why Choose Astraline? We are one of the UK’s leading providers in technology-enabled care services, supporting over 70,000 customers to live longer in their own homes.
Partnering with Astraline We work with you to deliver reliable and effective telecare solutions to give your customers and their families reassurance that they are safe and well.