INTRODUCING THE ALL NEW TRAFFIC LIGHT REPORT SYSTEM© 

 

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Welcome to our new maintenance reporting system, the TRAFFIC LIGHT REPORT SYSTEM© 

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This system is mandatory and must be followed by all, no exceptions to be made, in order that the system is effective.

 

Once you have completed the above form informing us of your issue the software will then send an email to you acknowledging your repair and producing a Unique ID. If you do not receive an email response within 10 minutes of lodging the report it may not have registered, and we would advise that you do it again. However, please do ensure you check your junk mailbox before doing so.

 

Once this has been registered you do not need to do anything further. Our team will, within the next working day, review the nature of your repair and classify it as:

 

RED – An emergency such as flood, risk of fire, gas leaks and hot water issues and we will endeavour to attend within 24 to 48 hours.

 

AMBER – A repair that drastically affects your ability to enjoy your home, it is not endangering life but needs to be resolved swiftly to avoid further disruption and inconvenience. This is matters such as some socket rings may not be working or the shower isn’t working but you do have a set of bath taps, for example. We will endeavour to attend to such repairs within 5 to 10 working days and resolve them within this timescale subject to materials and whether external sub-contractors are required. Damp and mould generally fall into this category but again you must be living in your home as can be reasonably expected of a resident. For example, drying clothes of radiators and not opening windows would contribute to this issue, as well as not using extractor fans in the kitchen/bathroom.

 

GREEN – The nature of these repairs are more of an annoyance and nuisance but do not adversely affect or impair your reasonable use of your home. Remember some of these minor repairs may fall under tenant responsibility such as changing bulbs. These repairs will be carried out within 28 days.

 

We would remind you that you have a duty to mitigate damage and assist our team where possible, for example, if you have a leak placing a receptacle underneath so flooring doesn’t become beyond repair.

 

These timescales are, of course, subject to public holidays and force majeure.

 

IF we do NOT attend within the stated timescales you can contact either your property manager or maintenance manager for an update as to when you can expect an engineer to attend.

Gareth Lodge, Senior Property Manager – gsl@nicholsongroup.co.uk 07476 403 060

Kevin Sharp, Maintenance Manager – kjs@nicholsongroup.co.uk 07758 666 063

 

If we attend your repair and cannot resolve the matter at the first opportunity you will receive an email setting out the issue and when we believe we can successfully resolve the issue.

 

If we can resolve the repair at our initial attendance you will receive an email setting out the nature of the repair we carried out and a link requesting feedback. It is essential that you do complete the feedback survey in order that we can improve. The residents who completed the feedback questionnaire has prompted this response, so it is important for us as a business but also you as residents, so we can offer an improved client service. This will often be received by us on the following week your repair was carried out.

 

 

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All our engineers must complete a worksheet informing us when they attended, how long for and what exactly they did. This sheet is also held on file so if the repair persists and becomes an issue in future that engineer is held accountable to ensuring it is resolved swiftly. In addition, to provide a more professional approach to our maintenance activities all of our engineers will be wearing Nicholson branded uniforms and will display an ID Card on a Nicholson lanyard. This is to give you peace of mind that it is an employee of the company you are dealing with.

 

From time-to-time Kevin, our maintenance & facilities manager, may contact you to attend your property to quality audit the work undertaken to ensure it is of the highest quality, ensuring your home is left clean and tidy after the engineer has attended and any repairs are correct as well as being aesthetically pleasing.

 

On the rare occasion we have not complied with this THE TRAFFIC LIGHT REPORT SYSTEM© and you have exhausted all avenues to resolve the issue with the said managers you can raise a formal complaint with me at office@nicholsongroup.co.uk, but this MUST be after exhausting all opportunity with the office team.

 

We understand that repairs can be frustrating and a nuisance, a real inconvenience, when you just want to peacefully enjoy your home. However, it is essential that you deal with our team respectfully at all times. I would remind you of our “Service With Respect” Policy. You can reads more here - https://www.nicholsonlettings.com/service-with-respect

 

This policy covers not only verbal communication but written communication. For example, a polite report stating you have an issue and would be grateful for assistance is going to met much more receptively than “this is a joke” theme of correspondence. Remember, the engineers receive your reports and it essential they are happy to attend at your property. A polite response may potentially help your repair be attended to sooner.

 

It is essential you also use common sense, for an example, if you have a leaking roof during a storm with gusting winds and torrential rainfall realistically we are not going to be able to send a person up on a 3 storey roof, it would be a health and safety concern. Once the weather permits the team would of course attend to the issue. Also, if we attend a boiler breakdown and the boiler is beyond economic repair, there will be a slight delay as we order a boiler, they are not something any trade would carry a spare of on the van.

 

We are committed to improving our communication levels with you as we progress your repairs .