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 Principle – Where, 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