Out of Hours Housing Repairs Call Centre Service

Tamworth Borough Council is seeking a qualified and experienced contractor to operate an Out-of-Hours (OOH) housing repairs call handling service. The service must safely triage and manage emergency and hazard-related repairs for residents outside standard working hours, including cases falling under Awaab's Law. This is a critical safety function essential for protecting vulnerable residents and ensuring rapid response to urgent housing issues. The successful contractor will need to demonstrate expertise in call center operations, emergency response protocols, housing repair knowledge, and compliance with relevant health and safety regulations. The service aims to provide accessible support to residents when council offices are closed, ensuring that urgent repair issues are properly assessed and appropriately escalated to emergency responders or repair teams as needed.