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Golden Gates Housing frees frontline staff with ntl:Telewest Business

Audit Commission approved housing agency builds on excellent service record and frees up staff to provide closer contact required in recession Seamless call sharing between offices and call centre reduces call waiting times for council housing enquiries on 8,700 properties New Metro Ethernet VPN connects 270 staff across eight offices in Warrington, enabling IP voice calls between the offices
Golden Gates Housing, a three star housing association responsible for managing Warrington Borough Council’s council homes, has strengthened links between staff and residents with a Virtual Private Network (VPN) provided by ntl:Telewest Business, part of the Virgin Media Group. By connecting its eight premises, the network enables its 270 staff to reduce call waiting times for residents by sharing voice calls between offices, freeing up their time to advise more people seeking housing advice in the current economic climate.

The Metro Ethernet VPN has connected Golden Gates Housing’s seven offices with its call centre, so that converged IP voice and data shared across the housing authority can benefit from 20Mb or 30Mb of dedicated bandwidth. The investment means that Golden Gates Housing can streamline its inbound traffic, redirecting it during peak times to other offices. It also means the association can benefit from free calls between its offices saving the organisation an estimated £100,000 over the next five years.

Golden Gates Housing is one of a small number of housing organisations to receive a three star rating from the Audit Commission for providing the residents of Warrington with excellent service. It goes beyond offering tenant services for its 8,700 council homes by focusing on how it can make a positive contribution to the community and the lives of others.

“We wanted a solution that could help change the way we worked, and enable us to cope with the increased interest in our services brought on by the downturn in the housing market,” said Steve Lamb, Head of ICT at Golden Gates Housing. ntl:Telewest Business took the time to understand the challenges we faced in delivering these services and came back with a tailored solution that would help us to overcome our challenges. Consequently, ntl:Telewest Business is much more than a supplier to us. It’s a partner in our success, as we’ve been able to reduce costs and improve performance through implementing the technologies they recommended.”

“In tough economic times it often falls to the social housing sector to provide help and support to worried families and individuals,” said Andy Marshall, head of business markets for ntl:Telewest Business in the North West. “This is one area where improved technology can make a difference however, as it allows housing associations to work more flexibly and make the best use of their resources. It is a privilege to work in partnership with Golden Gates Housing to help them improve the services they offer in Warrington in what are challenging times for people in the borough.”

About ntl:Telewest Business
ntl:Telewest Business has the most technically advanced of the UK’s two national networks. Its vast nation-wide Next Generation Network provides businesses, public sector organisations and service providers across the UK with a complete portfolio of advanced data, internet and voice services. The £13billion network is flexible, scaleable and is already built out to more than 38,000 street cabinets across the UK.

As part of a commitment to deliver superior customer service, ntl:Telewest Business sales and support teams are located in close proximity to its customers in over 40 centres across the UK.

ntl:Telewest Business is trusted to provide critical communications to high profile customers including: Birmingham City Council, Yorkshire Water and EasyJet.
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For further information go to http://www.ntltelewestbusiness.co.uk/

 

 

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