British Forces Germany & Italy

Babcock Support Services GmbH

Fault Reporting Assistance

FAULT REPORTING SFAs- The 5 Ws – Where, What, Why, When, Who

The accurate description of both location and fault is essential when reporting faults in SFAs and Communal Areas to the BSSG Technical Services Centre (Helpdesk).

Please move/remove furniture and all items away from walls, window sills etc. before the tradesmen attend.

HEM to advise the Helpdesk if the SFA is empty (on e-key)

Please remember to apply the 5W PrincipleWhere, What, Why, When, Who.

Where

  • Address /Building number / Flat number / etc.
  • Room Description – Living Room / Bedroom 1 /Bedroom 2 / Bathroom / Kitchen… etc.
  • Area – Corridor / Stairwell / Cellar / Attic / 1st Floor / 2nd Floor
  • Location of POC – if the key is with a neighbour –

Remember, the neighbour has to attend with the tradesman.

What

Exact description of fault – example:

  • Window pane cracked
  • Window lock broken
  • Window does not close
  • Brickwork around the window loose
  • Window frame cracked / loose

If you simply put Window broken we do not know which trade to send.

Why

Cause of damage:

  • Wilful
  • Accidental
  • Wear & tear
  • Unknown

When

There are 2 hours slots available –

  • Monday to Friday: 08:00 hrs – 10:00 hrs
  • Monday to Friday: 10:00 hrs – 12:00 hrs
  • Monday to Thursday: 12:00 hrs – 14:00 hrs
  • Monday to Thursday: 14:00 hrs – 16:00 hrs

The tradesman will not call the occupant before attending

Who

  • Name & Telephone / mobile number of POC (please ask the agent to repeat your name and numbers)
  • Please advise the CCC Helpdesk if your telephone/mobile number changes