Emergency out of hours

Helping vulnerable citizens in an emergency situation, with high quality customer service.
Out of hours customer service rep

Around the clock customer service support for citizens

Local authorities, housing associations and other public sector providers must ensure that around the clock customer service is available for citizens who need urgent support.

Emergency homelessness, social services support, dangerous structures, environmental health and emergency highway issues, to name a few, all require immediate attention and guidance.

You can access our large pool of highly skilled and experienced customer service agents, via a variety of frameworks, to deliver a personalised out-of-hours service to customers whenever they need it. 

Our agents are trained specifically to handle public sector out of hours service requirements and processes.

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Our services

We work with our clients to develop bespoke out of hours call handling scripts and workbooks to make sure callers are supported in an accurate and effective manner, no matter who they speak to, or the type of out of hours service they require.

Our call handlers will always offer an empathetic and personal customer service approach, while using the accurate prompts and processes generated from the scripts.

Routes to purchase

The service is accessible via national frameworks to enable public sector bodies to easily procure the emergency out-of-hours call handling service without having to follow the OJEU process. There are four service delivery options to choose from:


Platinum Service

90% of calls answered in 20 seconds.


Gold Service

80% of calls answered in 20 seconds.


Silver Service

80% of calls answered in 40 seconds.


Bronze Service

All calls answered by IVR (virtual response) and not a live customer agent.

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