Staffordshire 10


39


Reporting Faults through the MODern


Housing Solutions Help Desk The MODern Housing Solutions Help Desk telephone number is:


0800 707 6000 (Freephone) The Help Desk is available 24 hours a day, 365 days a week.


All faults should be reported to the Help Desk. To report a new fault, you will need to call the Help Desk, selecting Option 1, and provide the Help Desk Agent with the following information:


• Name • Address • Telephone number


• Details of defect or problem reported. The Agent is likely to ask you a series of questions to help us identify the problem in more detail


We will tell you whether we need to inspect the problem before arranging work and whether there is any immediate action you should take. The Help Desk Agent will then give you an appointment, which is based on the response times below:


• Emergency - attend within 3 hours and make safe within 24 Hours, with subsequent permanent rectification in line with Urgent and Routine categories


• Urgent - rectification within working 5 days • Routine - rectification within 20 working days


You will be provided with an AM or PM appointment on an agreed date for all your Response maintenance requests reported to the Help Desk. You will then receive an appointment letter confirming the details for Urgent and Routine jobs.


Your Accommodation


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