Housing: Maintenance

The maintenance of the British Military Estate in Italy is managed on behalf of the CO UKJSU by the Facilities Manager (FM). Faults or issues with your house should be directed through the Customer Services Desk by e-mail or phone.

Any fault or defect in the your property should be reported as soon as is reasonably possible  to the Customer Services Desk. Most defects are the responsibility of the Landlord to repair and the Housing Office will coordinate rectificaitons on your behalf. If the landlord is unable to repair the fault within a reasonable timescale (please see response times below) then the Housing Office will instigate their own rectifcation procedure. This comes under the Multi Activity Contract which you will hear refered to as MAC. Out of hours faults should be reported to the Duty Italian Speaker who will coordinate the response on your behalf.

Details on common faults and their classification are contained in the Residents’ Handbook.

Priorities and Response times

Routine

The vast majority of requests for maintenance fall into the ‘Routine’ priority. We aim to complete these tasks as soon as possible, dependant on the availability of tradesmen and current workload. However, in line with current practice of similar Work Service Management organisations in Germany and England we allow an upper limit of 20 working days within which to complete routine tasks.

Urgent

The ‘Urgent’ category is to be used for tasks where the condition of a building or facility is deteriorating and if left for more than a few days may constitute an emergency. In this case we would aim to get a tradesman on site within 24 hours and have the relevant repair complete within 7 days.

Emergency Call-out

An emergency situation is one where any delay in repairing the fault, would present a serious risk to life, security, health or property. We operate an emergency call-out facility that covers the Naples area 24 hrs a day, 365 days a year. Upon receiving a request for maintenance that is deemed to fall into the emergency category we aim to have the relevant tradesman on site within 5 hours. The tradesman should then work to ‘Make Safe’ the emergency situation only; the full repair may then fall into a lower priority.

Gas

During the summer most 1000 litre gas tanks last about 5 months. During the winter months most families will get through the same amount every 3 – 4 weeks! The golden rules concerning gas re-supply are:

  1. Carefully monitor your gas supply (please see instructions below).


  2. If you require a gas delivery, the CSD will always insist on 4 working days notice.(a requirement of the contractor).


  3. The gas truck cannot commit to a specific time for delivery: AM (0800 - 1200) or PM (1300 - 1600) and only the tenant or the tenant's neighbour can accept delivery. (The UK JSU unit cannot accept delivery on your behalf, even if you are busy at work). Please note, once arranged you must be available to accept your delivery, failure to do so may result in a charge from the gas supplier.


  4. There are no weekend or out of hours deliveries.

Checking your gas is easy!

Check your tank weekly and when the guage shows you have about 30% or 300 litres, knock on your nearest UK neighbours door and tell them that you are ordering gas and ask them if they need gas as well. Then contact the CSD (csd@uknsu.it or 0813342111) and order the gas. Arrange with your neighbour to check with you next time they are ordering gas and then share the inconvenience of staying in waiting for the delivery. Please note - if you run out of gas at night or at the weekend do not demand a delivery – it is not possible.