Customer Journey Map: Damp & Mould
Contact Information:
Email: repairs@wealden.gov.uk
Repairs Helpdesk: 01323 443375
Website: www.wealden.gov.uk
Process Overview:
When a new damp and mould case is reported, the following steps are taken:
Step 1: Initial Contact
Who can report a case?
- Residents can contact the Repairs Helpdesk via phone or email.
- Statutory and voluntary agencies may also refer cases.
- Housing staff may be involved in the process.
Step 2: Triage Questionnaire
- An over-the-phone triage questionnaire is conducted to determine the priority of the case.
- The priority is assessed based on vulnerability and severity of the issue.
Step 3: Inspection Scheduling
Inspection Timeline:
- 1 working day for urgent cases.
- 10 working days for moderate cases.
- 28 working days for less severe cases.
The inspection date is agreed upon with the resident.
Step 4: Property Inspection
The Property Services Team conducts a property inspection.
A report is created outlining the next steps.
Works are raised to contractors based on priority timescales:
- Safety Advice: Provided immediately.
- Safety Work: Completed within 24 hours.
- Preventative Works: Raised and completed within 5 working days.
Step 5: Follow-Up Actions
Scenario 1: Further Investigation Required
- Preventative works are undertaken as soon as reasonably practicable.
- A report is created and sent to the tenant.
- The case is closed.
- A follow-up call is scheduled.
Scenario 2: Preventative Supplementary Work
- Preventative supplementary work is issued to contractors within 5 working days.
- Works are completed as soon as reasonably practicable.
- A report is created and sent to the tenant.
- The case is closed.
- A follow-up call is scheduled.
Scenario 3: Completion of Preventative Works
- Preventative works are completed as soon as reasonably practicable.
- A report is created and sent to the tenant.
- No further action is needed.
- The case is closed.
- A follow-up call is scheduled.
