Please note that in the event that tenants are not available to give access to the engineer, that the landlord is responsible for making alternative arrangements. In the event that there is no other option, then a team member from SPM may be able to attend on the condition that the engineer calls a minimum of 45 minutes in advance. As per SPM Terms and Conditions, their attendance is chargeable depending on the length of time involved.
Due to the time involved with arranging appointments with homecare providers over the phone, SPM need to be provided with access to an online account as most providers have an online booking system in place. Should SPM not be notified of the details for online bookings, then SPM will provide the landlord with up to 3 preferred appointment slots from the tenants for them to book directly.
Please be aware that not all providers have a 24/7 emergency call out service. In the instance that they don't and SPM are notified of an actual emergency that cannot wait until the next working day, then SPM will take the necessary action required to resolve the issue and the landlord will be notified of this the next working day.
Should SPM not receive any policy details or be informed of an agreement in place, then SPM are not responsible for any costs incurred if they have arranged another contractor to attend for anything that would have been covered under the homecare agreement. However, if informed after a contractor has been instructed by SPM and the contractor has not attended yet, we can cancel provided the homecare policy details are provided.