Chasing repairs

Customer would like to re-arrange their routine repair or follow-on works appointment (by Contractor), and their appointment is within the next 24 hours. (Tip: Remember the definition of the phrase Contractor & HGRS / HGRP)

• Cancel & Re-raise repair

• Send to Chase up team

• Check DRS

Customer would like to re-arrange their routine repair or follow-on works appointment (by HGRS / HGRP), and their appointment is within the next 24 hours.

• Cancel and Re-raise

• Send to Chase team

• Put the customer on hold and call HGRS / HGPR team

Routine repair or follow-on works (by Contractor) that is out of SLA.

• Send to Chase up team

• Cancel and Re-raise repair

• Check DRS

Customer would like to re-arrange their routine repair or follow-on works appointment (by Contractor), and their appointment is not within the next 24 hours. 

• Send to Chase up team

• Cancel & Re-raise repair

• Check DRS

Contractor / HGRS / HGRP has left a 'missed appointment card'.

• Re-raise the job

• Send to Chase up team

Routine repair or follow-on works 'no-show' (by Contractor).

• Send to Chase up team

• Re-raise the repair

• Check DRS

Customer would like to re-arrange their routine repair or follow-on works appointment (by HGRS/ HGRP), and their appointment is not within the next 24 hours. 

• Send to Chase team

• Re-appoint in DRS

• Cancel & Re-raise job