Case study: Freebridge Community Housing

  • Freebridge Community Housing is the landlord set up in 2006 to take the transfer of the former housing stock of the Borough Council of King’s Lynn and West Norfolk. At the date of transfer Freebridge owned and managed some 6,890 properties for rent to those in housing need.

The extensive repair and refurbishment projects being scheduled would create a large number of calls to the repair section of Freebridge Community Housing.

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A call recording solution was needed to handle these calls efficiently and effectively.

"In the short term, we needed to equip the six lines into the repairs section with a system which would allow us to monitor and keep a record of telephone communications and protect our organisation and employees by assisting with the resolution of any disputes. Practically, this would mean acquiring a new call recording system," explained Stuart Johnson, Freebridge Community Housing's Support and Telecoms Manager.

"We also recognised that we would need a scalable solution so it could be extended to other parts of the organisation later."

Stuart commented: "The solution has already been used for dispute resolutions and is a major help against nuisance calls.

"Our call recording usage focus has now moved on to the next level towards driving up customer care.

"The system has been upgraded quickly and easily so that call recording now covers everyone in the organisation - about 160 people.

"The Liquid Voice solution is very good - it's simple and efficient. As it doesn't interface with anything we are trying to do in unified communications, it cannot impact on our systems."

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