Emergency out of hours customer service partnership

We’ll make sure your citizens get the help they need when phoning your council, housing association or other public service outside of normal working hours.
Out of hours customer service rep

Being available 24/7 to support citizens

Whether for flooding, a highways incident or urgent homelessness support, when citizens face an emergency situation they need to know they can get help at any time of day or night. Our out of hours customer service partnership makes sure their call is always answered.

Lead local authority partner Ealing Council formed the out of hours partnership with Capita in 2018 to provide local authorities, housing associations and arms-length management organisations with emergency customer service expertise.

Offering access to our large pool of out of hours customer service experts alongside the latest contact centre technology, the partnership removes the need for public sector organisations to manage expensive in-house out of hours call handling functions.

Our experienced advisers triage emergency calls, delivering an always on, personalised and outstanding out of hours customer service to citizens when they need it the most. Providing value for money and improving service efficiency, the extra capacity offered by the partnership ensures a more effective and resilient emergency service, even in crisis scenarios.

Our current partners include:

Ealing
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Ealing
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Our out of hours partnership at a glance

300,000

Out of hours transactions handled each year

Up to £100-200k

Savings per annum per organisation

Quick go-live

The service is set up quickly, without disruption

Michelle Bernard of Ealing Council talks about the out of hours service

Webinar | The Out of Hours Public Sector Partnership. Overcoming the service delivery challenge together

Thursday, 2nd December 2021 at 1:00pm GMT

Join us in this webinar to discuss common challenges the public sector face when delivering emergency out of hours customer support and receive an overview of the Out of Hours Public Sector Partnership led by Ealing council, used by many local authorities and housing associations across the UK.

Register now

Contact an expert

Read more about how the service is supporting local authorities

An always-on out of hours service for Barking and Dagenham

Our expert emergency call agents ensure out of hours callers to Barking and Dagenham council, including the most vulnerable citizens, receive quick and reliable help.

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Ensuring emergency calls are prioritised for citizens in Barnet

We’ve reduced costs for Barnet Council without compromising on service quality by improving data analytics and filtering out non-emergency calls.

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Providing 24/7 access to urgent help for citizens in Enfield

When Enfield Council were looking to improve the effectiveness of their emergency out of hours service, they turned to the Ealing Council and Capita out of hours partnership service.

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Removing the procurement burden with the joint public sector use contract

Purchasing our service is easy and fast with the joint public sector use contract led by Ealing Council and partners. By joining the contract, you don’t have to go through a lengthy tender process to onboard the service, and we can get to work straight away.

The out of hours contract between Ealing Council and Capita allows councils (and other organisation types named on the Official Journal of the European Union (OJEU) notice published at the commencement of the Ealing procurement) to join the service without having to undertake a custom procurement exercise. After the induction period, organisations can use the service straight away, with the values on the OJEU notice allowing a multi- year approach to be adopted.

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A flexible service featuring best practice and cutting edge technology

Tailored to you and your citizens

We canensure the service is directly tailored to your needs by working closely with you to create bespoke call handling scripts and workbooks.

Ensuring an efficient, effective service

We focus on streamlining processes to keep call times as short as possible. This includes ensuring non-emergency callers are better informed as to appropriate service channels, reducing your running costs.

The latest technology to improve efficiency

We introduce state-of-the-art technology to audit calls and improve complaint handling, including automated escalation procedures to ensure each request is addressed, and end-to-end processes are completed.

Reduce costs without sacrificing service quality

The partnership delivers a competitive and value for money service without compromising on quality - our service can be tailored to your budget to ensure excellent value and efficiencies.

Supporting continuous improvement

With a focus on high quality, effective service delivery, we support continuous improvement with a dedicated client portal for partners to download reports and listen to calls to understand performance.

Additional capacity when you need it

We can also help to answer online and social media queries or be on hand to provide extra support when your internal capacity is reduced during peak demand and crisis situations.

Our insights

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Our case studies

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