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Specialist out-of-hours call handler appointed

Longhurst Group is delighted to announce the successful appointment of a new, specialist provider to field emergency out-of-hours repairs calls from our customers.

To coincide with the launch of our new repairs service, the Group has appointed market-leading telephony specialists Appello to handle all emergency repairs calls that come in outside of our normal office hours.

The appointment will ensure consistency, robust data collection and, most importantly, an improved experience for our customers.

Work is now underway between our project team and Appello in preparation for the contract going live on June 27 – ahead of the launch of our remodelled repairs service on July 1.

Sam Wylie, Longhurst Group’s Head of Customer Voice, said: “We’re delighted to have appointed Appello, which is an award-winning national provider that works with organisations from across the housing and care sectors to improve the lives of their customers.

“We’re now looking forward to working together and are confident that this appointment will really complement the new repairs service and provide a much-improved customer experience.”

While Appello has been appointed to handle emergency out-of-hours repairs calls, our heating contractor Mears will continue to handle out-of-hours calls relating to that service.

The telephone options that customers will be presented with when they call us outside of office hours will remain the same.


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