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Success Stories | Out of Hours

Appello delivers tailored Out of Hours service to 85,000 residents in East Northamptonshire

Four male operators on a call.
North Northamptonshire Council logo - colour

Summary

Appello provides tailored out of hours service for East Northamptonshire Council’s 40,000 households.
Continuous 24/7 support for a variety of emergency situations.
Over 12 years of successful partnership with East Northamptonshire Council*.
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About the company

East Northamptonshire Council (ENC)*, is one of the fastest growing districts in the country – with rural parishes and six towns. Rushden is the largest, with a population of approximately 29,000, and other main centres Higham Ferrers, Irthlingborough, and Thrapston, all ranging in size from 6,000 – 9,000 residents.

(*East Northamptonshire Council is now known as North Northamptonshire Council post a merge in April 2021).

The challenge

ENC’s current service offers continuous support, 24 hours a day, should their customers need assistance with any type of emergency. The contracted service runs from 5pm to 8.45am and needed to mirror the high levels of service already provided during normal office hours.

The solution and results

Appello tailored internal operator training to meet these varying scenarios and established ongoing reviews to monitor call quality. 

Appello worked closely with ENC prior to contract commencement to understand the wide range of calls they would receive, such as reports of anti-social behaviour, domestic violence, flooding, and noise disturbances. The partnership has now been in place for over 12 years, with Appello continuing to provide a tailored, high-quality service to ENC’s 85,000 residents.

“Our strong relationship with Appello has continued to grow due to the frequency and ease of communications. Appello have listened to the needs of the council and been supportive in providing a tailored service that meets the needs of our 85,000 residents.”

Contact Centre Manager

Northamptonshire Council

North Northamptonshire council

“We continue to feel reassured that during out of hours, calls will be managed in a professional and appropriate manner.” 

- Contact Centre Manager, East Northamptonshire Council

Benefits of the solution

1

Highly trained operators

Over 40 out of hours operators ready to help, mirroring your own high levels of customer service to ensure the safety and wellbeing of the people in your communities.

2

In partnership with you

We build collaborative working relationships to provide a bespoke service, tailored to your processes and priorities.

3

Breadth of services

We handle a wide range of calls, covering everything from emergency repairs and tenant queries through to technical issues and crisis management.

4

Resilient, secure and future proof services

Our award-winning call handling platform is fully digital and developed on market-leading infrastructure for undisputed stability and scalability.

5

Accurate and actionable reporting

We make sure your team stays up to speed on all cases. Our online management portal, AppelloSBR, allows greater insight into your customers' needs so you can identify ways to improve your services.

6

Tried and trusted

Appello has a strong track record, managing over 5 million calls annually as the UK's largest monitoring provider. Our scale gives us the capacity to handle high call volumes and provide flexible support.

Find out more about our Out Of Hours service

Appello’s out of hours service provides housing providers with a tailored approach to managing any situation, ensuring continuity and peace of mind for residents. Appello’s ability to work closely with local authorities and adapt to their specific needs ensures the highest quality of service.

Appello’s flexible solutions for out of hours service, includes training and continuous monitoring, enabling housing providers to maintain high standards and support their residents with timely, professional assistance.

Learn more

Download Brochure

Find out more about our flexible solutions for out of hours service. 

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