Emergency Out of Hours Repairs Update

24/12/2020

At Cornerstone we are always looking for ways to improve our services for customers. As such we have been reviewing our emergency out of hours repairs service and we feel that improvements can be made.

To ensure our teams are fresh and safe to complete repairs to your homes each morning, we felt that trades staff answering an out of hours phone in the middle of the night did not provide the best balance or service to you.

Cornerstone will now be working with Orbis to provide an out of hours emergency repairs service. Orbis has over 30 years’ experience providing specialist out of hours call answering services to over 400,000 homes.

What will change?

If you have an emergency out of normal office hours call the usual number 01392 273462

The new system will then redirect your call to an Orbis out of hours call handler who will assist you in assessing whether your repair is an emergency and whether a Cornerstone tradesperson needs to attend at that time or if we can attend the next day.

You should see an improved service from persons trained to offer advice and direct your call to the right person or contractor. Orbis have knowledge of Cornerstone’s repair responsibilities and priorities as set out in your tenant handbook https://www.cornerstonehousing.net/tenancy-information/tenant-handbook/

Who will complete my repair?

Cornerstone aims to deal with all emergencies within 24 hours. Often it is possible for Cornerstone to attend to your repair the next morning but where there is an immediate risk to safety or an immediate danger to persons or property we will send someone out to help.

Our excellent Direct Labour Force can’t do everything and sometimes we may not have the right person available. Therefore in those instances we may ask one of our external contractors to visit your home to complete a repair or make things safe. All of our appointed contractors have been selected to work to Cornerstones high standards.

What about my personal information?

 As part of our commitment to data security we do not share customer details with Orbis only details of our properties and addresses.

If you need to report an emergency,  you will just need to share your name, address and your contact number so we or our contractor can help you. We work with trusted partners who are also required to uphold data privacy and GDPR rules.

If you have any questions about these changes please contact us at mail@cornerstonehousing.net