Call Handling

Social Housing – This is where we started over 30 years ago and we remain true to our beginnings. Several small and large housing associations use us to support their business 24/7.

Facilities Management – We provide many FM companies with a reactive helpdesk service, where their clients call their number but speak to us. We log jobs, deploy engineers, upload job confirmations and save certificates, keeping the caller updated with our progress at all times.

Medical – These calls are very different and require specialist teams, which we already have yet also have the capability to create new ones depending on the need of the client.

Universities – Research, information helplines, signposting and general information support is given to educational teams in Universities throughout the UK.


Many years ago, with Risk Management at the front of our minds, we decided to look at contingency planning. Disaster recovery and business continuity is extremely important to us and have robust means to ensure we keep working when you can’t.

We are resilient and have had many obstacles thrown at us over the years but when the whole of Sauchiehall Street and Bothwell street in Glasgow stopped working, we kept going, as you will see from the BBC article published at the time.

Beast from the east hit the UK in March 2018 and we coped with snow, freeze and thaws over 3 days. This meant that when customers call centres were closed, they were transferred to us as part of their resilience planning, and nearly 19,000 calls later over 3 days, we had successfully kept a number of companies functioning throughout the UK. The experience itself was hard but we have our teams to thank for making this challenge not only a success, but a special achievement.


If you are a small company and don’t know where to start, contact us and let SPS take the hassle away from your important job.

We will greet the caller in your name, organise the trade, plan it in and check it is complete – all as if we were you!

If you are a large FM with expensive Facilities Managers answering general helpdesk calls, then something is not right. Using SPS to co-ordinate all these very necessary actions keeps the customer happy yet allows your Facilities Managers more time to complete the important tasks they are skilled to do.

Responsive Repairs

Not only are you getting call handlers that are trained in how to accurately diagnose a fault and decide upon which trade to call late in the evening or first thing in the morning to repair, but SPS also deploys engineers to sites throughout the UK. Regardless of the problem, we will ensure that an engineer is on site the same day – usually within 4 hours but often faster!

Learn more about our reactive repair service here.

Crisis Care Lines

It can take vulnerable people a long time to have the confidence to make a call and at times, this can be the most important call they make in their lives – reaching out for help.

You need someone to be there for them. You need dedicated, trained, supportive individuals that care and will listen.

SPS has dedicated teams working purely in this area alone and will support, reach out and get the right support for that person day or night.

Our call handlers have saved lives, from listening and doing the right thing. This really is human nature at its best and we are delighted to be a part of helping those that have taken that brave decision to make a call.