We understand that repairs don’t always happen during office hours. That’s why Oak Tree Housing Association provides an Out of Hours (OOH) emergency repairs service for urgent issues that cannot wait until the next working day.
When you call our Out of Hours number, your call will be handled by our approved repairs contractor. They have upgraded their systems and are now using an AI-supported call handling system to help direct your repair request quickly and efficiently. This system helps ensure your call is prioritised correctly and passed to the appropriate emergency operative without delay.
What Happens When You Call?
Your call will be answered and you will be asked a series of questions about the issue. The system helps identify whether the repair qualifies as an emergency. If it is an emergency, the relevant tradesmen will be instructed to attend.
If the issue is not considered an emergency, you will be advised to contact our office during normal working hours so the repair can be logged and progressed appropriately.
The AI-supported system does not replace human decision making. It is there to assist call handlers in gathering accurate information and making sure emergency repairs are dealt with as quickly as possible.
Tips When Calling
To help us assist you quickly:
· Clearly explain what is happening and when it started.
· Provide accurate contact details and ensure someone is present to allow access if required.
If safe to do so, take steps to minimise damage (for example, turning off the water supply during a leak).
Our priority is always your safety and the protection of your home. The use of technology in our Out of Hours service is designed to improve response times and ensure emergency repairs are managed effectively.
Thank you for your cooperation in helping us deliver a safe and responsive service.