WS30

Check

• Is this related to another job raised within the last 24 hours? Please complete a proxy check with the full postcode. If it is, follow ‘if issue has already been reported’ 

Actions in CSMS

If issue has already been reported:

• Create a new CSMS with customer’s name and address. Contact number to be added into Additional Information box and not phone number field
• Log the CSMS for info as the issue has already been reported and route to none
• Create a new action in the existing in hand CSMS and capture
  • Customer Name
  • Phone number
  • Address
  • Any vulnerability

New Issue:

• Create a new CSMS and Capture the following:
  • Customer name
  • Phone number and an alternative
  • Customer’s description of the issue
  • Correct address of the issue and exact location
  • Any access issues
  • Customer update preference (call or text)
  • Any vulnerability
• Route to XXXXX (If the job doesn't raise in xxxxx, you'll need to alert the appropriate team. In Hours contact Water Distribution on xxxxxx, OOH contact xxx on xxxx xxxxx)

Respond to the Customer

Thank you for reporting this issue to us. A Synco Water Inspector will attend as soon as possible to attempt to turn off the supply, this is usually within 24 hours. Our planning team will be in touch via your chosen method once the job has been scheduled. Somebody will need to be at the property to ensure the water has gone off. You will then need to engage a private plumber to fix any leak within the property. Once the leak has been fixed you can contact us again to request the water supply to be turned back on.

In some cases, the Inspector may be unable to isolate the supply, and we may need to raise follow on work for our service partners to undertake a repair to the external stoptap. Our Inspector will let you know if this is the case, and how long this is likely to take.

Pass CSMS number on to the customer for their records.