Managing a Water Leak and Welfare Concern at a Vacant Property for Bupa
client:
Bupa Dental Care
Services Included:
Security Services
Location:
Scotland
Major Water Leak at Vacant Property
RelyOn was contacted by Bupa to attend a vacant property in Scotland experiencing a significant water leak. The property in question had been left unoccupied for some time, and a water-related emergency had occurred. This case study highlights the critical response and actions taken by the RelyOn team to mitigate the situation and ensure the welfare of the tenants in nearby flats.
Our Response
Upon arrival at the scene, RelyOn’s officer discovered that an emergency plumber had previously attended the site. However, instead of isolating the water supply solely to the affected vacant property, the plumber had mistakenly capped the water to the entire building, which included flats located directly above the property.
Upon discovering the water shut-off issue, the officer immediately contacted Bupa’s helpdesk. However, the helpdesk team faced difficulty in reaching an available emergency plumber, which meant the situation could not be rectified until the following morning. Given the urgency of the matter, the officer took proactive steps to ensure the welfare of the affected residents.
Taking immediate action
Recognising the need for immediate intervention, the officer arranged for a supply of bottled water and microwaveable meals to be delivered to the flats. This would help sustain the residents through the night while waiting for the emergency plumber to arrive first thing the following morning.
I have worked for Bupa in Property services for almost 18 years but it was at the start of last year when I became part of the operational Property team for Bupa Dental. Since this time I have worked with a number of our suppliers for this portfolio, in relation to Relyon, I can advise I have been pleased with their openness, integrity and focus on the customer needs.
As a result of the way that we have been able to work together, we have enhanced the clarity on our processes, reporting and the availability of the same for the Practice team on sites. I am now working with Relyon on a plan to add a further 52 sites from another business unit in the UK.
Nigel Westcott
Head of Corporate FM, Property Bupa Dental Care
Until our Officer arrived on site
Until meals delivered to ensure the welfare of residents
Communication from Senior Management with the resident
Parties managed through the incident
RelyOn’s officer worked efficiently to ensure that the residents’ basic needs were met, providing enough bottled water and meals to ensure they could manage until the water supply was restored. The officer also provided updates to Bupa’s helpdesk, ensuring clear communication regarding the temporary arrangements made for the residents' welfare.
This case exemplifies RelyOn's dedication to ensuring that every aspect of an emergency response, from technical repairs to welfare support, is handled with urgency and care. In this instance, quick thinking and effective problem-solving helped mitigate a potentially serious welfare issue and ensured that residents were looked after until the situation was fully resolved.
Ready for services you can RelyOn?
Contact us with your concerns or needs and we’ll work with you to provide a plan to keep your premises, staff and assets secure.
Simon Thomas
Security Operations DirectorSimon brings 30 years of experience in the security industry to his role at RelyOn, where he leads the Security Services division across the RelyOn group of companies. He is dedicated to maintaining the highest service standards for our clients while driving innovation and implementing cutting-edge approaches to security management.
Request a call back
"*" indicates required fields
