Telephone Recording Consultation

We are considering introducing telephone call recording and are holding an online consultation for all our tenants to discuss this on Thursday 14th November 2024 at 6:30pm via Zoom

Please click here (https://forms.office.com/e/vM5cT1zVJN) to reserve your space or call  Marcia Cunnison. Community Partnership and Engagement Officer on Tel: 077397 05048 

This meeting will provide an opportunity for you to ask questions and provide feedback on this proposal. Your feedback is important to us.

Why are we considering telephone recording?

We are aiming to improve the quality of our services and to protect both our staff and our tenants.

Most of us are familiar with call recording announcements when making phone calls to banks, insurance companies and our system if introduced will be similar.  The digital technology allows the recording of real time phone calls with the option to playback. Our system is fully compliant with data protection legislation. 

Telephone recording can help to:

• Improve the quality of our services
• Resolve disputes more efficiently
• Protect our staff and tenants

If a caller becomes aggressive or abusive on the phone to a staff member, the staff member has been instructed to terminate the call and senior managers will then investigate and take appropriate action.  Should a caller raise a complaint with the way a call was handled then we shall also investigate by listening to the call and taking appropriate action. 

What will happen to the recordings?

Recordings will be securely stored and only accessed by authorised personnel. They will be used for training purposes and to resolve disputes and to improve the quality of service we provide.  

What are the next steps?

Following this consultation period, we will review all feedback and make a decision.

If you are unable to attend but would however like to offer your valuable feedback please follow this link to do so: https://forms.office.com/e/mBrD4WhUsH