Breakage and damage to a customer's property

Purpose

This procedure describes the actions to manage an incident in which a customer’s property is broken or damaged.

Responsibility

All staff

Process

In the event of customer property being damaged or broken as a result of the activities of Careline staff visiting or working in the customer’s home, they should:

• Bring to the customer’s attention any damage that has been caused.
• Record the details of the damage on the job sheet.
• If the customer is unconcerned about the damage, this should be noted on the job sheet, although it should be understood that a customer always has the opportunity to change their mind on this matter.
• Where staff have a camera / camera phone, pictures of the damage should be taken.
• Report the damage to the Operations Manager on your return. Who upon receipt of the job sheet and email should review and contact the customer by telephone to check the details.
• If the customer wishes the company to rectify the damage, they should undertake to process the matter through Camden’s systems. State that someone will contact them in the near future. (A claim form will be sent out to the customer from the Council insurance department.)