It is our policy that all Maintenance reported is acted upon within 24-hours, this is dependent upon the nature of the fault reported. Maintenance can usually be split into two categories: Urgent and Non-urgent.
Non-Urgent Maintenance can also be split into a further category of On-Going and Preventative Maintenance. The following explanations are a brief outline as to how Urgent and Non-Urgent Maintenance is dealt with by SAMS Accommodation:
URGENT MAINTENANCE: This would cover things like water leaks, electrical installation problems and gas leaks. Our policy during normal office hours is as follows:
Gas Leaks: Transco would be asked to attend and if required a qualified Gas Plumbing Contractor would also be requested to attend immediately to carry out the repair.
Electrical Failure: This sometimes can be rectified by simply speaking to the tenants and checking the Electrical Fuse breakers and resetting. However, if there is a more serious problem which involves the installation a qualified electrical contractor would be asked to attend immediately or in extreme circumstances where there appears to be a problem with the main supply, Western Power would be asked to attend.
Water Problems: There are a variety of water problems which can occur. If there is a problem with the main rising water main coming into the building, South West Water would be responsible for this and they would be asked to investigate.
Other Water Problems: These can range from water leaking through the roof to water coming through the ceiling below a bathroom or simply a water leak from a kitchen tap, these would also be dealt with immediately and the appropriate Contractor asked to attend.
In all the above cases SAMS Accommodation would deal with these types of problems immediately to make safe and then report to the Landlord to receive his instructions on any further actions to be taken.
NON-URGENT MAINTENANCE: As mentioned earlier this can also be split into On-Going and Preventative Maintenance. Simple maintenance faults reported can range from small things like loose door handles, broken curtain rails, faulty kettle etc. These are not life-threatening or a danger but nevertheless require swift attention as these can cause an inconvenience to the tenant. In these cases a reply to the tenant would be within the 24-hour period and in some instances the repair would be carried out in this time, although it must be noted that in some properties our instructions are to report to the Landlord first or to use their preferred Contractor which can sometimes delay the repair slightly.
ON-GOING AND PREVENTATIVE MAINTENANCE: These types of maintenance can come about during normal Non-Urgent Maintenance. As an example a tenant could report a water leak in the bathroom every time they bath. A Contractor working on this fault could attend and take the bath panel off to find the floor wet and on further investigation the floorboard and joists are rotten, and require replacement. This would be On-Going Maintenance and would have to be reported to the Landlord for their instructions, in the meantime the Contractor would seal the bath where the original leak occurred in order for the bath to be used temporarily. If on sealing the bath the Contractor finds that the ceramic tiles above the bath are flexing and could become loose and require re-fixing or replacement with a PVC type panelling to prevent the same thing happening in the future, this would be classed as Preventative Maintenance and an estimate would have to be forwarded to the Landlord with a report for his instructions.
The above explanations are only a brief description of how our prompt and efficient Staff and Contractors help SAMS Accommodation to achieve their targets of maintenance repair within the 24-hour period to give an outstanding but never equalled service.
The procedure for reporting maintenance problems to SAMS Accommodation is to go to: www.samsacommodation.co.uk and click on the Tenants drop down box and follow the fault reporting, this will automatically generate a Fault Log Number and start the process for dealing with the problem.