ETF Housing Blog

Visit to Repairs Direct Contact Centre

I was on a visit to the Repairs Direct Contact Centre at Waverley Court last month. I was met by Willie Crawford, Operations Manager, Housing Property, City of Edinburgh Council.  I also met Michelle Moore, Team Leader, Repairs Direct who gave me a brief introduction of the Contact Centre and pointed out the different areas such as the Planning, Waste Management and the Out of Hours.  I listened in with two members of the contact centre team, who were excellent in dealing with incoming calls and explained how emails came in and the process of taking down reference numbers. This is followed by these pieces of information being directly sent to the Council’s Maintenance Team.  It helped me understand all that was involved in the Repairs Direct Contact Centre and learning how it all worked. Overall it was a very rewarding and interesting experience with compliments to the team on their excellent work.

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