CITB call centre chaos leaves builders on hold for hours

Grant Prior 1 year ago
Share

Workers trying to apply for industry skills cards are being frustrated by long delays dealing with a call centre run by the CITB.

Angry training providers and operatives have contacted the Enquirer after being left on hold for hours trying to renew or get new Construction Skills Certification Scheme cards.

One said: “For the last two days I’ve been left on hold for more than an hour then just been cut off.

“And when you try to send them an email you get a stock reply and nothing ever happens.

“This is having a massive impact because you can’t get on site without a card.”

The CITB currently carries out administrative services for CSCS including card application and running call centres.

CITB chiefs announced in December they are terminating the administration contract and are now working through a three-and-a-half-year notice period.

A CSCS spokesperson said: “Our service provider CITB are experiencing high call volumes with a marked increase in the number of applications received which in turn has increased the call waiting times at our contact centre.

“We apologise for the increased length of time it has taken to answer calls and are working with CITB to introduce a number of measures to bring call wait times back to acceptable levels.

“This includes increasing capacity at contact centres and running extra evening shifts to support the processing of applications.

“This will allow more CITB staff to answer phones during opening hours. We expect to see improvements to the service over the next few weeks.

“In the meantime we ask our customers to bear with us. Our busiest times are between 12pm to 2pm, and 4pm to 6pm. Cardholders who call outside of these times will have a shorter wait on the phones.

“If you have a question relating to CSCS you can avoid calling entirely by using our new webchat service on the CSCS website.”

Latest news

BAM Nuttall profit hits 10-year high

Operating margin back to 3% as profit tops £26m
6 hours ago

Interserve benched on £1bn Welsh framework

SEWSCAP 3 deal: Details of latest winners
8 hours ago

Robertson lures property boss from Henry Boot

Nick Harris joins from one of contractor's biggest clients
8 hours ago

London office work shifts towards major refurb projects

London crane survey shows little sign of Brexit blues
22 hours ago

US consultant Tetra Tech to buy WYG for £43m

WYG board backs 55p a share offer at big premium to 16p share price
15 hours ago

Prater soars past £100m revenue

Envelope specialist optimistic 2019 will see another year of growth
14 hours ago

Construction to start on new Farringdon scheme this year

Helical and AshbyCapital acquire Charterhouse Place
15 hours ago

VolkerFitzpatrick wins £27m rail station upgrade

Two stations to be upgraded in Cambridge and King’s Lynn enhancements
15 hours ago

Joiner hit in face by falling steel beam

House builder fined £60,000 for lack of site supervision
15 hours ago

Boost your online presence – join the Enquirer Directory

New site for suppliers and buyers showcases products, services and latest stories
1 year ago

Major contractors going cool on road maintenance market

Highways England taking more work in-house and looking to work direct with supply chain
4 days ago

Infrastructure project final costs average 80% above bid prices

Success measures for projects should shift from an over-focus on costs towards whole-life benefit
4 days ago

Newcastle firm targets £50bn London rooftop homes sector

High Street Group buys London rooftop penthouse firm
4 days ago

London Bridge 39-storey student tower approved

Student accommodation projects return to the Capital
4 days ago

Kier clinches £22m Paisley town hall revamp

Main construction to start early next year
4 days ago

Consultation opens on £1bn trans-Pennine A66 dualling

Plan to dual eight stretches of highway from Penrith and Scotch Corner
4 days ago

Kier project and commercial teams at loggerheads

Insiders reveal tension between teams on major projects
5 days ago

Lords call for HS2 rethink to secure northern upgrades

Warning that HS2 costs are out of control
5 days ago

Margins rising as nmcn enjoys strong start to the year

Water business surging ahead as new housing division expands
5 days ago

Durkan names new CEO as revenue rises to £165m

Ronan Murphy promoted and plans to double revenue in five years
5 days ago

Wates submits first phase of £1bn London housing plan

Havering Council and Wates Residential submit plans for Napier and New Plymouth House site
5 days ago

Affordable and build to rent homes lift Countryside

House builder's modular timber panel factory in Warrington now fully operational
5 days ago

Partner wanted for £800m Salford Crescent plan

Preferred bidder to be named before the end of this year
6 days ago

Interserve staff ‘left in the lurch’ as fit-out division scaled down

Paragon staff left to see out contracts as managers jump ship
6 days ago

Decision on £3bn London Canada Water scheme in July

British Land hopes for green light on first three buildings at 5m sq ft South London scheme
6 days ago

Balfour Beatty warns HS2 delays putting jobs at risk

Contractor warns HS2 workers who cannot be redeployed could be laid-off
6 days ago

HE Simm wins £16m MEP job on London tower

Work to start in early 2020 on Downing student tower job in Vauxhall
6 days ago

Legal & General launches £500m build-to-rent scheme

Firm's largest rental scheme to date will be built in Wandsworth
6 days ago

Cladder falls ten metres onto factory floor

Contractors fined £310,000 after worker suffers life-changing injuries
6 days ago

Blacklisted builders win £1.9m compensation from contractors

Unite settles long-running claim against contracting giants
6 days ago

Contractor services