Emergency and Out-of-Hours Maintenance Response Service

Cornerstone Housing Ltd is seeking a supplier to deliver a comprehensive Out of Hours (OOH) emergency response service for reactive maintenance works. The service operates during all non-core hours including evenings, weekends, and public holidays. Key Service Requirements: • Emergency call handling and triage of urgent repairs • Identification of emergencies, Category 1 hazards under HHSRS, and damp/mould risks in accordance with Awaab's Law • Dispatch of qualified operatives to attend emergency call-outs • Delivery of make-safe works and temporary solutions • Response to urgent issues including loss of heating/hot water, dangerous electrical faults, major leaks, security breaches, and uninhabitable conditions Core Obligations: • Meet required attendance time targets • Conduct risk assessments and provide photographic evidence at each attendance • Maintain accurate documentation and clear communication with residents • Provide specialist support for vulnerable occupants • Transfer complete job details to Cornerstone by next-day deadline • Deliver monthly reporting and KPI compliance • Ensure workforce competence and full compliance with health and safety legislation The supplier may provide a fully outsourced solution or operate as a top-up service to existing in-house teams. All work must comply with statutory duties and support Cornerstone's commitment to resident safety and wellbeing.