Emergency responsive repair service

1. Statement of intent

1.1 Woking Borough Council aims to provide a 24 hour responsive repair service to cover any emergency housing repair which may occur.

Back to top

2. Detail

2.1 Should an emergency occur during office hours it will be dealt with as a make safe or emergency category repair.

2.2 Outside of office hours a telephone service is provided by a customer service centre on behalf of the Council, who in turn contact the Woking Repairs Service duty officer if an emergency repair is required. Woking Repairs Service carry out the repair often making safe and completing the work the next working day or they may call on a range of contractors to carry out work or contact other members of the Housing Service for advice or authorisation of action.

2.3 This service is provided between 5.00pm on a normal working day and 9.00am the following day. All weekends and public holidays are included in the service.

2.4 All calls are logged and submitted to Housing Services each day for monitoring and to ensure service standards and targets are met.

Back to top

3. Key targets / standards

3.1 A repairs operative to be on site within two hours of receiving an emergency call.

3.2 Percentage of emergency repairs outside of target to be monitored.

Date approved: 18 September 1995
                              23 March 2005
                              19 February 2009

Date Amended: 18 June 2002
                              08 February 2004
                              14 March 2005
                              04 February 2008
                              19 February 2009