A2Dominion Case Study

Background

A2dominion is a housing association dedicated to providing safe and secure homes in London and Southern England.

Whether this be renting as a private tenant, providing social or supported housing, or helping people get a share in their own home. They build and manage the homes, as well as investing in the communities to support the neighbourhoods.

A key part of their service is ensuring that tenants have 24/7 support, particularly when it comes to urgent repairs and maintenance issues. To maintain its high standards of tenant support, A2Dominion required a flexible, responsive call-handling solution that could adapt to unpredictable demand.

Managing out-of-hours emergency calls

A2Dominion’s out-of-hours helpline plays a crucial role in supporting tenants, particularly when they face urgent repair or maintenance issues. The biggest challenge? Unpredictable demand, such as a sudden influx of calls during extreme weather conditions.

Common issues included:

• High call volumes in winter months, leading to long wait times.
• Urgent repair requests due to external factors like storms.
• The need to prioritise genuine emergencies, reducing unnecessary costs.

To meet these challenges, A2Dominion partnered with Answer4u for a scalable, expert-led call-handling solution.

A seamless and cost-effective call management system

Following a thorough procurement process, A2Dominion selected Answer4u to manage out-of-hours emergency calls, ensuring that every tenant received timely and effective support.

Answer4u provided:

• Expert call-handling agents, trained to manage urgent tenant requests efficiently.
• Secure access to A2Dominion’s in-house portal, allowing agents to contact suppliers directly and arrange repairs on behalf of tenants.
• Integrated Voice Response (IVR) technology, ensuring that only genuine emergency calls were directed to agents, reducing unnecessary costs.
• Automated call routing, prioritising urgent cases and ensuring tenants received prompt assistance.

By seamlessly integrating with A2Dominion’s internal systems, Answer4u provided a cost-effective, scalable solution that ensured no tenant was left without support.

Reliable 24/7 tenant support

With Answer4u’s expert-led, technology-driven solution, A2Dominion successfully improved call handling efficiency and customer satisfaction, even during peak demand.

Key metrics achieved:

• 95% of calls were answered, ensuring tenants received prompt support.
• Significant cost savings, by reducing unnecessary call handling and prioritising genuine emergencies.
• Improved tenant experience, with faster, more effective problem resolution.

By ensuring that every call was directed to the right place at the right time, Answer4u helped A2Dominion maintain high levels of customer care while keeping costs under control.