Nottingham City Homes is the Arms Length Management Organisation (ALMO) created in April 2005 by Nottingham City Council to manage its housing stock. It is responsible for the day to day management of around 29,000 homes, including services such as repairs, rent collection and tenancy management.
Connect consultants were involved in the development of a contact centre blueprint for a new Customer Service Centre. This provides a definition of the people, process and technology components that will be put in place to enable the project to meet its target of delivering excellent levels of customer service from the new facility. One outcome of this work was that the centre achieved CCA accreditation.