babcock guide 

 

Contacting the Helpdesk

Babcock provides a 24/7 response service for all building property repair and maintenance requirements. This is supported by a centralised Helpdesk in the UK through which you can report all repair and maintenance requests.

 

Contact us:

German free phone 0800 888 4242

Or Report your fault via our web portal at http://bssghelp.babcock.co.uk

Or Via e-mail, mail us at This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Helpdesk agents log all requests with a category, depending on the urgency of the issue. These categories are as follows: 

EMERGENCY URGENT ROUTINE

Where there is imminent danger to health, life or building if no immediate action is taken.

Babcock will attend to make safe.

Where work needs to be completed swiftly to prevent further damage to property or put right a controllable health risk Where work is necessary to prevent further damage and restore normal working order

Response time

During core hours (Mon- Thurs

08:00 – 16:00, Fri 08:00 – 12:00)

45 mins

 

Out of hours – within 3 hours

Response time

Within 5 working days

Response time

Within 20 working days

Fault Reporting in Service Families Accommodation - help us to help you

The accurate description of both location and fault is essential when reporting faults to the Helpdesk. To assist us in sending the correct engineer to the correct location, please apply the 5 W’s principle:

 

Where, What, Why, When and Who

Where

Address / Building number / Flat number / etc.

Room Description – Living Room / Bedroom 1 /Bedroom 2 /

Bathroom / Kitchen etc.

Area – Corridor / Stairwell / Cellar / Attic / 1st Floor / 2nd Floor

Location of POC – if the key is with a neighbour –

Remember, the neighbour has to attend with the tradesman.

 

What

Exact description of fault – example:

Window pane cracked

Window lock broken

Window does not close

Brickwork around the window loose

Window frame cracked / loose

If you simply put Window broken we do not know which trade to send.

 

Why

Cause of damage:

Wilful

Accidental

Wear & tear

Unknown

 

When (would you like us to attend)

There are four 2 hour slots available –

Monday to Thursday:               08:00 hrs – 10:00 hrs

                                                   10:00 hrs – 12:00 hrs

                                                   12:00 hrs – 14:00 hrs

                                                   14:00 hrs - 16:00 hrs

Friday:                                        08:00 hrs – 10:00 hrs

                                                   10:00 hrs – 12:00 hrs

              

Regretfully our tradesmen are not able to call occupants before attending appointments

 

Who

Name & Telephone / mobile number of POC (The agent should repeat your name and numbers, to ensure we have the accurate information)

Please advise the Helpdesk if your telephone/mobile number changes

Complaints & Queries

If you are unhappy with the service you have received in dealing with Babcock, you can raise a formal complaint by calling the German free phone 0800 888 4242. If you are making a complaint, make this clear to the operator so that it can be correctly recorded as such and you will be given a unique complaint reference number. Babcock Customer Care team will make contact with you within one working day and endeavour to fully conclude their activities to investigate and resolve the complaint within 14 days of receiving the complaint.

It seems evident that many members of the BFG community are still not aware of the Babcock complaints and query process or are reluctant to use it. So, we are now giving our customers the opportunity to drop in to a BSSG Customer Support Office and speak to a member of the Customer Care Team face to face and to raise any concerns or ask questions. The Babcock Customer Support Office at Sennelager NAAFI Max was opened on the 12th of December 2016, aiming to bring Babcock closer to the community and be more visible and approachable.

Customer Satsifaction Survey

One of the recent changes is the project to improve the Babcock Customer Satisfaction Survey methodology. The previous method of cold calling the customers via phone has been replaced by the implementation of a new survey card. The customer simply ticks boxes to rate the service and has the option to leave a remark. These cards will be left by the tradesmen after completion of work within Service Families Accommodation (SFA) or Single Living Accommodation (SLA) and the customer has the option of handing it back to the tradesman or posting it in one of the post boxes located in all Stations.