When raising a repair it is important that we diagnose the fault correctly to ensure the right trade attends and to try and complete the repair in one visit.
For example if they are reporting loose or uneven patio slabs ask how many are affected and how long they have been like it. On some occasions if there are numerous faults within the property or a large piece of work is required an inspection may be needed..
Here are a few examples of types of questions to ask when diagnosing a repair.
Carpentry: My kitchen unit handles and fronts have come off.
Q to ask: How many handles and fronts are affected? Are the kitchen drawer or cupboard handles? Do you still have the parts to refix or do they need renewing? How long has it been like this?
Description: Please attend as 3 kitchen drawer handles have come off and need refixing. Contract Holder still has the handles to reattach. They have also reported that the one drawer front has come off and needs refixing. Contract Holder has advised they have not been attached for a number of weeks.
Plumbing: My tap and radiator are leaking.
Q to ask: Is it the hot or cold tap? Is it in the kitchen or bathroom? Is it to the sink or bath? Is it leaking from the spout or the fitting? Is the leak constant or just when the tap is in use? Are you able to contain the leaks? Can you put a towel or bowl underneath the radiator to catch the water? Is it affecting your heating or hot water? Which room is the radiator in?
Description: Please attend as the hot water tap to the bathroom sink is leaking from the fitting when in use. The leak is containable as the water is running into the basin. There is also a leak on the hallway radiator from the valve. Contract Holder is able to contain the leak with a towel and it is not affecting the heating or hot water.
Electrical: My thermostat isn’t working, I have no hot water.
Ask the caller if they have heating and if so the fault is electrical if not the issue is with the boiler so a gas engineer or plumber will need to attend.
Q to ask: Have you tried changing the batteries? Do you have an electric shower? Have you changed the settings on the thermostat recently to timed instead of manual? Is their a light on the receiver box next to the boiler?
Description: Please attend as the thermostat is not working so contract holder has no hot water. They do have an electric shower so have working bathing facilities. Contract holder has tried to change the batteries but there is still no display. There is a red light on the receiver box next to the boiler.
Gas: I have no heating or hot water
Q to ask: Do you have money on the meter? Are there any error codes showing on your boiler? (this should be an F followed by a number) What is the pressure showing as? Do you have an electric shower? Have you tried to re set and re-pressurise the boiler? Is your thermostat working? Are there any leaks on your radiators?
Description: Please attend as contract holder has no heating or hot water, F12 error code on boiler showing and has tried to reset and re-pressurise. There is money on the meter and the thermostat is working correctly. They are not aware of any leaks to the radiator or boiler that may be the cause.
If an error code is showing such as F9 or the pressure is below 1.0 you need to talk the caller through re-pressuring the boiler.