Out of Hours Service

The services provided will either be a fully out-sourced solution to deliver all reactive maintenance works or as a top up service to existing in house teams.

The Supplier shall provide a comprehensive Out of Hours (OOH) emergency response service on behalf of Cornerstone Housing Ltd. The service includes emergency call handling, repairs triage, dispatch of operatives, and delivery of make-safe works during all non-core operational hours, including evenings, weekends, and public holidays.

The Supplier will operate a dedicated call-handling function capable of identifying emergencies, Category 1 hazards (HHSRS), and risks associated with damp and mould in accordance with Awaab's Law. The Supplier will ensure timely responses, including meeting required attendance times, providing temporary

solutions where essential services are disrupted, and escalating high-risk cases.

Works include - but are not limited to - dealing with loss of heating/hot water, dangerous electrical faults, major leaks, security breaches, uninhabitable conditions, and other health and safety hazards. All attendances must include appropriate risk assessment, photographic evidence, and accurate documentation.

The Supplier must ensure compliance with all statutory duties, maintain clear communication with residents, support vulnerable occupants, and transfer full job details to Cornerstone by the agreed next-day deadline. Monthly reporting, KPI compliance, workforce competence, and adherence to health and safety legislation form part of the core contractual obligations.