Responsibility
1. Gas Servicing Operatives and Housing Officers when visiting a property, the Customer Service team via telephone and other trained staff.
Action
1. As part of every gas service Operatives will ask any tenants who are at home, whether they understand how to operate their heating efficiently.
2. When any of the members of staff listed above finds out that a tenant doesn’t fully understand how to operate their central heating, they should refer them to the Repairs Handbook for advice. If there is still a problem the tenant should be asked to call back. Staff should then explain:
i) how to turn off the electricity to the heating appliance.
ii) how to set the clock to correct time.
iii) how to set the programmes on the timer after explaining the most efficient way to use the system.
iv) the position of the room thermostat and the most efficient setting.
v) the position of cylinder thermostat and the most efficient setting.
vi) the thermostatic radiator valves.
They should also make tenants aware that full instructions may be printed on the inside door panel of their boiler where accessible.
3. When new Gas Servicing Operatives, Housing Officers or Customer Service Staff join the Association, they will receive training on advising tenants to using their heating efficiently. Energy awareness courses are provided for Gas Servicing Operatives, Housing Officers and the Customer Service team.
Recording
1. The properties visited are shown on the works order.
2. The time spent during each visit is recorded on job tickets. These are filed by the Customer Service Team.
3. Where a service is involved, the service sheet will have a tick in the box confirming that the system has been fully explained to the tenant or that they are already conversant with operating the system.