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REPORTING AN EMERGENCY

In the unlikely event that you experience an emergency you should follow the procedure given to you by your developer.

If you after care is being handled by After Build, then this will be your procedure:

Telephone 0330 1242262 – please be advised that you may be charges if you call this emergency service for any other reason than a legitimate emergency.

When an operative is deployed it is their aim to arrest the immediate problem but not necessarily to resolve the cause – this may be arranged at a later date.

Any consequential damage caused as a result of a genuine emergency will be dealt with after the emergency has been addressed e.g. re-decoration following a water leak.

LEGITIMATE EMERGENCY

An emergency is defined as a “sudden and unforeseen incident immediately creating a risk the the health of the occupant(s) and/or damage to the property rendering it uninhabitable, insecure or dangerous.”

There may be occasions when you consider a situation an emergency but to ensure we can provide a prompt and reliable service to those genuinely in need of our assistance we must apply the following guidelines. Please do NOT call the After Build emergency service unless your problem fits at least one of the following criteria:

1. DRAINAGE AND PLUMBING

Problems will be deemed an emergency when:
a. The toilet is the only toilet in the property and cannot be flushed manually using a bucket of water;
b. The toilet is leaking even when not in use and the leak is gushing and non-containable:
c. The bath, shower, basin or pipework is leaking even when not in use and the leak is gushing and non containable;
d. The external drain(s) is blocked and backing up (if it is deemed that the cause of the blockage is due to inappropriate use by the occupant, the occupant may be liable for call-out costs).

2. HEATING AND BOILERS

Problems will be deemed an emergency when:
a. The boiler fails to operate between 1st October and 31st March;
b. If the boiler is older than 12 months and has not been serviced the call will not be deemed an emergency (the occupant is responsible for maintaining boiler service intervals);
c. If the occupant still has hot water and heating, this will not be deemed an emergency;
d. If there is the possibility of a gas leak the occupant must switch the gas off and leave the property immediately and call their gas provider;
e. If there is the possibility of an airlock in the radiators the occupant will be advised that should an engineer be deployed they will be covered in the event that the airlock is due to a faulty radiator valve, otherwise if the radiators merely need bleeding, the occupant will be charged for the call out costs.

3. ELECTRICAL

Problems will be deemed an emergency when:
a. There is no electrical supply and the consumer unit RCD switch fails to restore the supply;
b. If there is no supply to the immediate neighbourhood this will not be deemed an emergency as it would appear to be a utility company problem.

4. SECURITY

Problems will be deemed an emergency when:
a. An exterior door is damaged compromising the security of the property;
b. A double glazed unit is damaged compromising the security of the property;
c. The interconnecting door between an integral garage and the property and the garage door itself are damaged compromising the security of the property;
d. A door or double glazed unit in a detached garage or outbuilding is damaged is not deemed to be an emergency;
e. Damage to an interior door that does not compromise the security of the property is not deemed to be an emergency.