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APPENDIX 2
SERVICE CALL CATEGORIES
| SYSTEM |
| CATEGORY |
| RESPONSE TIME |
| COMPLETION TIME |
ELECTRICAL:
| - Loss of electricity |
| Emergency |
| 1 Hours |
| 4 Hours |
- Direct or sparking short that could cause a fire (Call OSAN, Fire Dept immediately)
| Emergency |
| 1 Hours |
| 4 Hours |
| - Recurring breaker/fuse problems |
| Emergency |
| 1 Hours |
| 4 Hours |
| - Arching or exposed energized circuit |
| Emergency |
| 1 Hours |
| 4 Hours |
| - Room light switch inoperative |
| Urgent |
| 24 Hours |
| 5 Calendar days |
| - Receptacle inoperative |
| Routine |
| 3 Calendar Days |
| 5 Calendar days |
| - Fixture repair |
| Routine |
| 3 Calendar Days |
| 5 Calendar days |
| - Circuit breakers defective |
| Urgent |
| 4 Hours |
| 2 Calendar days |
| - Smoke/Carbon Monoxide Detectors |
| Emergency |
| 2 Hours |
| 4 Hours |
HEATING/AIR CONDITIONING**:
- Loss of heat when outside temperature is below 55 degrees
| Emergency |
| 2 Hours |
| 6 Hours |
| - Loss of heat (other than above) |
| Urgent |
| 24 Hours |
| 5 Calendar days |
- No cooling when outside temperature is above 85 degrees
| Emergency |
| 2 Hours |
| 4 Hours |
| - No cooling (other than above) |
| Urgent |
| 24 Hours |
| 3 Calendar days |
| - Clogged drainage line |
| Urgent |
| 12 Hours |
| 24 Hours |
- One of Heating or hot water boilers for each tower defect
| Urgent |
| 4 Hours |
| 2 Calendar days |
- All Heating or hot water boilers for each tower
| Emergency |
| 2 Hours |
| 24 Hours |
- One of chillers for each tower defect
- All chillers for each tower defect
| Emergency |
| 2 Hours |
| 6 Hours |
PLUMBING
Gas:
| - Gas leak (Call OSAN Fire Dept immediately) |
| Emergency |
| 30 Minutes |
| 4 Hours |
Water:
| - Water line breaks/no water |
| Emergency |
| 2 Hours |
| 24 Hour |
| - No hot water |
| Emergency |
| 2 Hours |
| 24 Hours |
| - Faucets running full that cannot be shut off |
| Emergency |
| 2 Hours |
| 24 Hours |
| - Replace defective shower head |
| Routine |
| 3 Calendar Days |
| 5 Calendar days |
- Leaky faucets/show heads (replace washers or valve seats)
| Urgent |
| 24 hours |
| 5 Calendar days |
- Replace toilet bowl floats, rods, etc.
(leaking/dripping)
| Urgent |
| 24 Hours |
| 5 Calendar days |
Sewage:
| - Overflow of sewage system |
| Emergency |
| 2 Hours |
| 6 Hours |
- Stopped up drainage (washer, bath sinks, tubs, kitchen sink)
| Emergency |
| 2 Hours |
| 24 Hours |
| - All toilets in unit are plugged |
| Emergency |
| 2 Hours |
| 4 Hours |
| - Sluggish drainage |
| Urgent |
| 24 Hours |
| 3 Calendar days |
- Plugged toilet where units have more than one toilet and only one is plugged
| Urgent |
| 24 Hours |
| 3 Calendar days |
GROUNDS
| - Damaged/Broken Fence |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Tree Limbs Touching Roof/Broken |
| Emergency |
| 2 Hours |
| 24 Hours |
| - Tree Limbs Down |
| Emergency |
| 2 Hours |
| 24 Hours |
MISCELLANEOUS
| - Unit modifications for handicap |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Condemned Units: |
| Urgent |
| 2 Hours |
| 5 Calendar days |
| - Roof leaks |
| Emergency |
| 2 Hours |
| Stop leak 24 Hours |
Urgent (after leak stopped) - Repair 5 Calendar Days Routine (after leak stopped)– Repair 15 Calendar days
| - Door Trim damage |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Exterior Frame damage - door won’t secure (casing, jamb, etc.) *** |
| Emergency |
| 2 Hours |
| 24 Hours |
| - Exterior Frame damage - door will secure |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Interior Frame Damage (casing, jamb, etc.) |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Door hinges, latches need repair |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Closure repair/replacement |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Patch holes in doors |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Replace weather stripping (interior/exterior) |
| Routine |
| 5 Calendar Days |
| 7 Calendar days |
| - Screen repairs |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
- Exterior door lock repairs, including sliding glass Door
| Emergency |
| 2 Hours |
| 24 Hours |
- Resident lockout, if small child is locked in unit, stove is left on or other imminent danger
| Emergency |
| 30 Minutes |
| Immediate |
| - Resident Lockout Other |
| Emergency |
| 2 Hours |
| 4 Hours |
| - Fence/gate repair |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Concrete Repair |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Cracked windows |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
- Broken windows if loss of energy or security/safety Hazard
| Emergency |
| 2 Hours |
| 24 Hours |
| - Missing or disintegrated putty or caulking |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
- Structural damage or any other unsafe condition affecting health, safety, security
| Emergency |
| 2 Hours |
| 24 Hours |
| - Caulk or Grout in tub or shower |
| Urgent |
| 24 Hours |
| 3 Calendar days |
| - Patch holes in walls and paint |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Repair cabinet doors or drawers |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Repair storage room |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Signs (name, housing area entrance) |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
| - Refuse pickup and disposal |
| Urgent |
| 24 hours |
| 5 Calendar days |
| - Replace garbage chute door |
| Routine |
| 5 Calendar Days |
| 15 Calendar days |
NOTE: This list is not intended to be all-inclusive, but those categories and times shown will be representative for performance of like tasks and in measuring timeliness.
** Quarters occupied by personnel who have medical requirements for air conditioning or heat shall be treated on an emergency category basis, regardless of season (30 minutes response, complete in one Calendar day). In the event of more than one emergency, priority shall be given to the medically exempt.
*** If damage prevents securing the facility, work shall be treated as an emergency.
**** When emergency or urgent work is in progress and completion prior to the end of normal business hours is impossible, it shall be the responsibility of the Contractor to continue the work to a point of safe utilization regardless of the time required, at no additional cost to the Government. The housing occupant will be fully apprised of the situation and the Contractor shall proceed with the work in coordination with and in regard for the welfare of the occupants. Completion of work required beyond the point of safe utilization shall be continued by the Contractor the following day as an urgent or routine service call, as applicable.
**** All materials used to fix discrepancies or upgrade MFH must be approved by at least COR or HM personnel (COR, housing QA Inspector, or Housing Manager), prior to installation at all times.
