17-48 Melfield Gardens

e) Frequently asked questions

We’ve put together some frequently asked questions. We hope you find these helpful.

1. What do I do if I have an emergency repair? (See Priority 1 above)

In an emergency, call 0800 0285 700. An emergency repair is needed if the health, safety or security of people is at immediate risk, or something has happened that can badly affect the structure of a building. We aim to complete emergency repairs within 24 hours. If we're unable to do this (for example, because we need to order a part), we will make your home safe and tell you when we will return to complete the work. After 17.00 we operate an out of hours emergency service.

In the event that Jerram Falkus are called out to a repair which is not considered a defect, the repair will be carried out and you will be recharged.

2. What are the resident’s responsibilities during the Defects Liability Period?

The resident’s responsibilities are to: • Report defects to Phoenix, not directly to the contractor • Provide access for work on defects to be completed • Read this guide and follow its instructions on how to operate equipment/appliances. (Ensure you don’t report user-error defects as you will be charged for the contractors visit) • Treat contractors and Phoenix staff with consideration • Contact us with any complaints or concerns

3. What if I am unable to keep any appointments?

Contact Phoenix on 0800 0285 700. They will contact Jerram Falkus who will arrange for another date for the contractor to attend.

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