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Message 1 of 3

Prioritising repairs

Phone and broadband went down Sun pm. Online system says repair by Fri pm. My elderly mother,92, has an fall/alarm pendent system which obviously now does not work and means she can not now be left alone. There is no way on the current system to record repairs as priority- any suggestions?
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Distinguished Sage
Distinguished Sage
Message 2 of 3

Re: Prioritising repairs

You can qualify for a priority welfare fault repair under one of these criteria:-


The user must live ALONE
Have NO access to a mobile phone (this does not cover limited coverage the EU must not physically have a mobile phone)
And 1 of the following
Uses a wheelchair or has a serious mobility problems
Has a serious or progressive disability or condition
Has a severe mental health problem
Has a severely sick child
Has any other serious medical condition
Is registered under the Chronically Sick & Disabled Person Act of 1970
To free up a hospital bed where a working phone line is a condition of the patients release
When a resident is moving out of a residential care home and into a private accommodation
When a resident is moving out of sheltered accommodation and into a private accommodation
When a resident is moving out of a refuge for vulnerable people into private accommodation
Just having a care alarm would not be normally be classed as a priority.
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Distinguished Sage
Distinguished Sage
Message 3 of 3

Re: Prioritising repairs

In the BT residential code of practice document it says.


"You can apply for our ‘Free Priority Fault Repair Service’ if you have a long-term illness or disability and can’t leave your home. The service applies to the phone service and equipment you rent from us. It makes sure that, whenever possible, you get priority treatment if you report a fault"

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