
Denise thanks Amanda for helping her in a crisis on Good Friday night
On Good Friday night at 9:15pm, I was phoned by a distressed resident from French’s Wells in Lakeview. The power to her flat and those of her neighbours in the block of 8 flats had gone. The power had gone off at 5pm and she was left with no heating, no lighting and the security doors to her block of flats were not working.
To make matters worse, the new housing management company, New Vision Homes, had not reassured Denise, the resident, that the power would be restored or when an engineer would be called to fix the problem. Instead she was kept on the line for 40 minutes before the New Vision Homes Call Centre answered her call, only to tell her that they could not raise the emergency electrician because his phone was on voicemail. After Denise rang me at 9:15pm, I then tried calling the 24/7 Call Centre and I was kept on the phone for 22 minutes before I received an answer! By this time, I was very angry and only then did some action take place to help my distressed residents.
My husband and I immediately decided to drive out to French’s Wells to see the problem for ourselves and to check that my residents were ok. They live in a block for vulnerable residents and I called the police to keep an eye on the block while the security doors were not working. I was very grateful to the police for going along to monitor that they were all ok.
When I arrived at the block, the engineers had arrived and had already started working on the problem. But what astonished me was that the engineers had only received the call to fix the power to the flats FOUR HOURS after it was first reported by Denise! To make matters worse, they only heard about it when they phoned the call centre to check what work they had for the evening!
After some initial investigation, it turned out that the brand new PDA phones issued by New Vision Homes to the engineers were not working properly! This is why they did not receive the call to help my residents’ plight! I was so upset that I rang the Managing Director of New Vision Homes on his mobile and organised an urgent meeting on Tuesday this week to ensure that this does not happen again and that the Call Centre was far more responsive. The Managing Director could not apologise enough and his internal investigations unravelled what happened on Good Friday night. He e-mailed the following to me:
“Please accept my apologies for the call handling delays at Pinnacle Connect on Good Friday. I have been in touch with my colleague, the Business Manager at Pinnacle Connect regarding the issue. She has advised me that the problems there were this weekend were due to essential maintenance work that had to be carried out on their phone system. Clearly it could not have happened at a more unfortunate time as it was the both the start of the Easter weekend and the first full weekend of our out of hours service.
“The delays to the call handling arose because Connect were badly let down by their telephone system supplier. They had advised that the upgrades had been fully tested and they would not disrupt the service.
“Although we do not envisage any further issues with the telephony system at Pinnacle Connect in the event that a repairs operative cannot get through the senior repairs operative can ring either a priority line or the Pinnacle Connect supervisor’s duty mobile.
PDA Mobile Devices
“If there is a problem with a mobile device Pinnacle Connect can escalate the issue by contacting a senior operative to resolve the issue. This is what happened on Friday and ensured an operative attended despite being unable to contact the on call operative on his mobile device. During the first few weeks of the contract, the use of the WBC mobiles has been retained. Beyond this period they will have alternative numbers Connect can use to contact them.”
On Good Friday night, we remained at French’s Wells until 11:30pm when we were happy that the power to the block of flats would be restored. The boiler engineer and electrician called me at 11:52pm to tell me that the power had been fully restored. Let’s hope that I will not have to go out late on an evening again to sort out a communication mess by New Vision Homes. The Managing Director has reassured me that anyone who calls the 24/7 Call Centre 0300 number will receive a timeous response within 5 minutes so that residents are not distressed unnecessarily in future.
Please contact me if you have any problem you are experiencing with the Council or any of the companies who work for the Council and local residents. We all deserve an excellent service and I will ensure that the Council and New Vision Homes are kept on their toes.