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Any phone call or letter from a tenant, requesting a repair, is logged on the computer by the Property Care Advisers. If it is a straight forward repair, they will allocate a priority for the job from the Association's Schedule of Rates.
If the problem is more complicated and needs inspecting, the Property Care Advisor will raise an inspection ticket with an appointment date for the surveyors.
After completing the inspection, the surveyor will, if necessary, produce a works order and the job is given a priority according to the guidelines. This can be overridden.
A Property Care Advisor or the surveyor will then allocate the job to either our own Works Department or one of our approved contractors. A record of the order will be kept on computer.
Once the order has been raised, a satisfaction slip will be automatically sent out to the tenant telling them that their repair request has been registered. The slip will also give the time scale within which the work should be done.
Tenants are asked to return the slips once the work is carried out. All comments returned are entered onto a spreadsheet which can be found on the G Drive under Tenants Comments action taken.
Any negative comments are investigated by the Head of Section and details of any action taken are reported back to the tenant and entered onto the spreadsheet.
Post-inspections are carried out on approximately 1 in 10 of all jobs by the Association's surveying staff.