Flood detector incidents

Purpose

This procedure describes the actions to be taken by staff called to a premises following the activation of a flood detector sensor.

Responsibility

All staff

Process

1. Staff should seek to obtain normal admission before using a key.
2. If they are unable to obtain access to the premises, they should contact the contact centre and ascertain whether the flood detector is continuing to alert on a regular basis. If multiple activations have taken place, they should consider the option of forced entry.
3. On entering the premises, staff should check the health and safety of the customer and any other occupants.
4. Staff should ascertain where the flood detector(s) are installed and should check each detector to identify whether it is standing in water. (If necessary, the contact centre should be asked to provide quantity and location details.)
5. Where the presence and source of any flooding is immediately obvious, e.g. overflowing basin, staff should take immediate action to prevent further flooding and remove the risk of flooding – e.g. turn off the taps and remove the plug.
6. Where any detector is found to be standing in water, staff should:

• Seek to identify the source of that water and take action to prevent further flooding – turn off the water at the mains or at an isolation valve close to the source of flooding.
• Remove that detector to a dry place.

Where there are no signs of flooding and none of the detectors is standing in water, staff should:

• Seek to identify the detector that is being triggered.
• Dry the floor and the underside of the detector.
• Wait up to 5 minutes to see if the detector has ceased to trigger.

Where any flooding has been caused by a plumbing problem (e.g. burst pipe, loose connector, blocked drain), staff should advise the customer of the need to call a plumber.

Where there is a history of repeated false activations, staff should make a referral to one of the Installation Officers for review of the requirement for the detector, the location and manner of its installation.

Where the flood detector has been removed from its installed location as a result of flooding, staff should notify the contact centre of this and should ask the Installation Officer to arrange re-installation following completion of any plumbing work.

Where there are repeated flooding events and staff has strong reasons to doubt that the customer is able to manage with the current level of support, they should make a referral to ASC for reassessment of the customer’s needs.

Where part or all of the dwelling is unusable as a result of water damage, staff should enquire into whether customer has friends or relatives who might provide short term temporary accommodation.

Staff should:

• Call the contact centre, to report their findings and recommendations
• Where the customer is a RSL/LBC tenant and a plumber is required, ask the contact centre to report the incident to the relevant repairs team.
• Where the customer’s home is uninhabitable, ask the contact centre to contact ASC for emergency assistance.