Improved system for reporting out-of-hours emergency repairs

From September 4th 2017 Perth & Kinross Council tenants can enjoy an improved out-of-hours emergency repairs reporting service.

On average there are approximately 3,200 calls per year out-of-hours. Previously calls were handled by one on-duty member of staff. New arrangements will see a team of dedicated call centre staff handle out-of-hours calls from tenants who need to report an emergency repair.

The new out-of-hours arrangements will deliver a more effective service to tenants by providing:

  • Experienced call handlers and many extra phone lines to ensure tenants call are answered quickly
  • A more responsive service to all tenants during periods of severe weather when call volumes tend to be higher
  • An effective recording mechanism for all calls received, which will enable improved monitoring and reliability of all aspects of the out of hours service.

Housing Repairs out-of-hours emergency repairs calls will be handled by the call centre staff from 6pm to 8 am on Monday to Friday each week, and also over every weekend, on public holidays and over the festive period.

The new arrangement is a 12-month pilot project that will be reviewed regularly to ensure high standards of service delivery are maintained. Tenants who use the service will be asked for their feedback and views on how the new service is operating.

Tenants who need to report an emergency repair out-of-hours should call 01738 476000 and select Option 4.