A member is reviewing the guidance for out-of-hours calls which are escalated to duty housing managers. The escalations can include fires, floods, concerns for welfare, etc.

They’d be interested to know whether any organisations could share any best practice around this, for example, the use of checklists (to ensure consistency) and dynamic guidance (where managers are encouraged to update/flag concerns about the guidance continually if they come across anything that doesn’t work in practice or needs updating).

If you can help, let us know below.