As part of our drive to improve services and work with residents, we are delighted our Resident Scrutiny Panel has completed their first in depth review, looking at our Out of Hours Emergency Repairs Service.
The panel, made up of a small number of dedicated residents worked with THCH between July and December 2017 looking closely at all aspects of the Out of Hours service. They have now produced a thorough and comprehensive report listing their findings and recommendations.
The report was presented by Panel Members to our Operations Committee in February this year, as a result, all 17 recommendations were fully or partially accepted.
The panel were supported in their review with training from the Housing Quality Network.
An action plan with timescales has been developed for implementing the recommendations. Some of the improvements and action we intend to take relate to:
- Better communication with residents by the out of hours repairs contractor
- Improved information for residents on what the out of hours service is (see page overleaf)
- Improved monitoring of any follow on works
- Auto diverting the main switchboard number to the out of hours call handling service – this is now in place and the 020 7780 3070 will automatically divert your call to the out of hours call centre
What is an emergency out of hours repair ?
An emergency is a repair which threatens your health, safety or security or could cause significant damage to your home or the building including flooding or total loss of electricity or water. The aim of the service is to make the situation ‘safe’ and repair where feasible.
How quickly will we attend to your emergency repair?
If your repair is an emergency, our contractor will be with you within 4 hours. There is no need to call more than once to report the emergency.
How do you report an out of hours emergency?
- Call us 24 hours a day, 7 days a week from a landline or mobile on 020 7780 3070. Please always report emergencies by phone.
- A key recommendation from the Resident Scrutiny Panel was that residents should only have one phone number to contact THCH – our main number will now automatically divert to the out of hours call provider.
- THCH ‘contracts out’ all out-of-hours calls, if the call is about an emergency repair the call centre agents will pass the information on to the contractor. If the repair is not seen to be an emergency, notes are taken and the caller is told to contact THCH the next working day.
Click here to see the full report: Scrutiny report ~ OOH