Out of Hours Repairs Direct Calls Directed to Birmingham Call Centre

Transcription

1 Out of Hours Repairs Direct Calls Directed to Birmingham Call Centre

2 Procedures for Out of hour s Repairs Direct calls directed to Birmingham There is one number ( ) which all tenants use for Repairs, which goes to the Call the Docks and at 4.30pm this will be diverted to Birmingham until 8am when it is diverted back. Weekend cover will commence from 4.30 pm Friday till 8.00am Monday. Birmingham Call centre number Gloucester City Homes free phone number also gives customers the option to press for out of hours emergency repairs which diverts to the Birmingham call centre. Housing Repairs Emergencies You will need to establish if the customer is a tenant or leaseholder. For tenants an emergency repair is classed as follows: -. Any structural damage i.e. any part of the fabric about to collapse 2. Complete loss of power (ensuring customer has checked fuses/trip switch etc) 3. Heating failure during winter for OAP s and disabled only 4. Gas Leaks 5. Burst pipes, cylinders and tanks (continuous leaks that cannot be contained) 6. Blocked WC (only if there is only one in the property) 7. Breakdown of security (OAP s & disabled only) secure and make safe only 8. Passenger stair lift breakdowns 9. Door entry systems (general electrical problems only) where customer cannot get in. 0. If reported by the police damaged windows and doors need police incident number.. OAP s or disabled that have locked themselves out or all tenants if the lock is faulty e.g. key is turning in the lock but nothing is happening Leaseholders You may get calls from leaseholders and we will do emergency repairs where they live in the block and the emergency relates to the block/fabric of the building but not their individual property unless they have a leak, which is affecting a council tenant below. If a leak in a leaseholder property is the problem the leaseholder must call so we can explain we will call a plumber out but they will be recharged (this will give them the opportunity to arrange their own plumber).

3 Housing Repairs Non Emergencies Not classed as emergencies customers will need to call the repairs service the next working day on to book a job between 8am to 4:30pm.. Broken windows/damaged doors - unless they are reported by the police 2. Tenants who lock themselves out (except for above) they will need to call their own locksmith 3. Central Heating repairs unless OAP or disabled or where a tenant has a very young baby or sick child. 4. No hot water Customer can boil a kettle or saucepan 5. Trip switch problems e.g. an appliance not working in a socket 6. Broken sockets 7. Loss of light/power in one room 8. Where a tenant has run out of credit in a meter 9. Overflows unless very hot water is pouring out 0. Leaking waste pipe suggest tenant does not use kitchen sink (use a bowl and tip water away or use bathroom sink). Rainwater coming in through windows or doors. 2. The work reported All Housing Repair emergencies should be ed over to Val George on ValerieG@glos-city.gov.uk. So they can be logged onto the system and then the forms enclosed to be faxed over to Val on first thing in the morning. You will need to supply the following details:- o Reference Number o Name of Caller o Address of Caller o Telephone Number of Caller o Nature of the Call o Action Taken o Date and of Action o Notes Please see attached Template All of our call out Tradesmen have been advised to call when all call outs are complete to confirm the job is complete, what time it was completed and if a follow up call out is required. The call centre agent is to then make a note of this on the to Val George.

4 The Housing Management Responsibilities for Gloucester City Homes Gloucester City Homes may need to be contacted for advice and assistance in certain emergency situations. These include: Where a major displacement occurs due to fire, flood, act of god, terrorism or any other major incident. Where access is required to a property causing problem other residents. Assistance can be provided with the police, other agencies (like Social Services) and the Courts. Sheltered Schemes and Elderly Person Tenants Where a problem occurs in a sheltered housing scheme or with an elderly resident an on call sheltered scheme manager can be contacted via the Forest of Dean contact centre Telephone Number (The contact centre will have a monthly rota for on-call officer. A list of telephone numbers is shown below) A list of designated responsible officers is identified in the table below. The table sets out the responsibility for an issue. In the event that an officer is not available then any officer available should be contacted for assistance. All officers will ensure that their mobile phones are switched on outside of normal office hours. Housing Management Emergencies It must be remembered that the following personnel, who can be contacted in an emergency situation ie: homelessness due to fire, are on a callout basis only and not on standby. Contact can never be guaranteed.

5 Procedure for Gloucester City Homes Staff In the event of a call from Morrison, Gloucester City Homes Staff will:. Establish the facts of the situation and in the first instance provide advice and guidance by telephone. 2. If not, the Officer is to refer the matter on to a Senior Manager or a relevant officer on the list. 3. If the officer has to undertake a call out to assist, the officer will record all the facts and take appropriate decisions. The officer will make a risk assessment to ensure that the relevant health and safety precautions are met. An example could be a joint attendance with the police or a tradesman. 4. If there is a situation where there is a water leak, which requires access to another property within a block, and access cannot be obtained the officer will commence action for legal access on the next working day. If however, immediate access is required for Health and safety reasons, the officer will contact the police and arrange to break into the property, ensuring that it is made secure afterwards, through Morrison. 5. All officers who attend out of hours call outs will record all the facts of the situation and report the next working day to a senior manager, for a case review and follow up action. 6. Officers will be paid for attendance on site for a call out. 7. Most call outs are handled via the telephone and attendance on-site is rare.

6 Morrison Facilities Services Eastern Avenue Depot Eastern Avenue Gloucester GL4 7PG Tel Fax Emergency Call Out Operative: Date: Name of Caller: Address of Caller: Telephone Number of Caller: Nature of Call: Date and of Action: Reference: Action Taken: Notes:

7 Allocation Check List Allocator s Name: Day: Date: Carpenters Job No Job No 2 Job No 3 Job No 4 Job No Plumbers Job No Job No 2 Job No 3 Job No 4 Job No Electricians Job No Job No 2 Job No 3 Job No 4 Job No Gas Fitters Job No Job No 2 Job No 3 Job No 4 Job No To be faxed to Val George daily on

8 DATE OCH S FOLLOW UPS LOG SHEET TO BE FAXED TO VAL GEORGE, GLOUCESTER, DAILY ON NAME ADDRESS FOLLOW UP JOB DESCRIPTION IN WHAT STATE WAS THE TNT LEFT (ie DO THEY HAVE HOT WATER) JOB NUMBER

9 Morrison/Gloucester City Homes Emergency Call Out Procedure Tenant calls GCH on between the hours of 4:30pm and 8am At 4:30pm GCH to divert all Repairs Direct Calls to the Birmingham Call Centre Call is re-directed to Birmingham Call Centre Call Centre Agent to identify the Emergency Status May contact GCH or Technical Manager regarding Customer Issues or to confirm Emergency Status Emergency Accepted No Advise Tenant to Call Repairs Direct during office hours (8:00am 4:30pm) Yes Advise Tenant of action taken and end call Contact the Emergency Repair Operative as per the Rota sent on a weekly basis Ensure the call out will be attended within 2 hours Call out Operative Rota to be sent to B ham call centre each Monday Afternoon by Lynda Smith May contact the Calls Centre to advise of any Customer Issues Call Centre to contact the GCH or Technical Manager with Customer Issues Yes Confirm Operative will attend Yes Operative attended Yes No No Complete an Emergency Call Out form and to Val George Val George will enter the details onto the system If unable to contact operative within hour, contact an alternative operative Escalate to supervisor for advice. Use Call Out Emergency Contact List enclosed if essential