The HMO Experience Property Podcast

033 | You need to know these 3 things about Emergency Call Outs!

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RESOURCE LINK

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    IN THIS EPISODE

    Being prepared for any kind of emergency is vital to ensure your customers get a 5-star service. We all tend to think about the regular call outs like a boiler going down but what if one of your customers has a medical emergency or the police are involved?

    In this episode of The HMO Experience Property Podcast, Matt Harris of MiRentCo London talks with Steve Mitchell of Vivoco Lettings and Property Management, about their experiences with dealing with and putting in place proactive policies to deal with emergency call outs in their HMO properties.

    If you’re looking to brace yourself for the world of dealing with emergency call outs in your HMO property, make sure you tune in to this episode of The HMO Experience Property Podcast!

    EPISODE HIGHLIGHTS

    Introduction [00:00 – 03:06]

    The Boilers Gone Down [03:06 – 10:00] 

    Leverage the Professionals [10:00 – 15:26] 

    Irrational Fears [ 15:26 – 17:03]

    Calling 999 – [17:03 – 26:09]
    The Final Word – [26:09 – 29.25]

    KEY TAKEAWAYS

    1. It’s very important that you have a plan and process for all eventualities so that you know what to do immediately rather than creating a plan on the fly. Knowing what you need to do and the steps you or your team need to action will continue to build customer loyalty in a testing time.
    2. Having regular checks on the items that can go wrong it essential to spot potential issues before they go wrong than always waiting and being reactive to solve problems when they go wrong.
    3. Should you have to call the ambulance service then ensure
    4. Always to take next of kin details as part of the move in process so that should you
      5. need to contact someone on behalf of your customers then you have all the
      information to hand.
    5. Understanding the root cause of a callout is critical to ensure that the issue doesn’t happen again. Being able to resolve issues so they don’t occur again to improve the customer service experience is something that will set you apart from the competition.
    6. Read and understand the Housing Health & Safety Rating System [HHSRS] so that you understand what you are required to monitor. Having good paperwork and paper trail relating to the issue and how you implemented improvements across your business will stand you in good stead.

      7. If you enjoyed this episode of The HMO Experience Property Podcast, please don’t forget to subscribe, tune in and share this podcast!

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        • CONNECT WITH THE HOSTS

        Matt Harris 

        Steve Mitchell 

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