Our out of hours service

Capita can deliver a flexible and responsive out of hours service to fit your needs and those of your residents when you don’t have the capacity or expertise to fulfil this service in-house.

Capita’s out of hours services can support any size local authority, housing association or health authority across the UK. We have a team of highly trained and experienced staff who can provide an immediate response and deal with any emergency issues.

Available on a full or short-term basis, Capita’s out of hours call handling services ensures you meet your citizens’ expectations at any time of day or night. Our call handlers are fully trained in your procedures, delivering customer excellence and equipped to deal with the most vulnerable customers. The team have the expertise to triage calls effectively and efficiently, reducing the risk of unnecessary Emergency duty officer call outs and offer a seamless transition between daytime and out of hours’ services for your customers.

Capita’s current out of hours operations manages over 200,000 calls a year

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A responsive and professional approach

Due to the nature of the service we offer, every call we take comes with the belief that the call is an emergency. In order to collate information, instruct correctly and at times advise a caller that an issue is not going to be actioned or is their responsibility, customer service skills are at the forefront of every call we take.

More information

We take all incoming calls, and under agreed procedures, triage to determine whether any reported issues are deemed an emergency under our clients’ responsibility. Our priority is to protect our customers’ assets from material damage and ensure that members of staff, residents or visitors are safe and secure following any issues. We offer four different service levels:

  • Platinum
  • Gold
  • Silver
  • Bronze

Capita also offers a number of optional extras, which include:

  • Tweet monitoring
  • Responding to e-mails
  • Day time step in

Our highly-trained customer services team can handle an extensive variety of calls, including:

  • Housing repairs
  • Heating issues
  • Property access
  • Major emergencies
  • Emergency accommodation
  • Abandoned car removal
  • Anti-social behaviour
  • Building maintenance/security/ alarm
  • CCTV
  • Complaints
  • Graffiti removal
  • Homeless families
  • Housing repairs
  • Major emergencies
  • Noise patrol
  • Street lighting
  • Travellers

We can build a bespoke out of hours call-handling service to fit your specific requirements.

Our team of highly trained experts can be on call to handle your most complex enquiries and take immediate action to resolve any issues fast, so you can focus on your core services, while ensuring you meet your citizens’ expectations at any time of day or night.