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    Emergency Welfare Form

    Uploaded by

    Kristopher Harper
    This document outlines a pro-forma that must be used when submitting emergency welfare cases to Openreach's emergency welfare team (EWC). It provides instructions on filling out the form and submitting it properly. The form requires specific mandatory customer information, including name, address, access times, contact details, phone number, fault reference (if applicable), reason for meeting emergency criteria, and confirmation that fault notes were updated. It stresses that only managers can submit cases and clarifies what information the EWC team can and cannot help with.

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    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd

    Emergency Welfare Form

    Uploaded by

    Kristopher Harper
    355 views2 pages
    This document outlines a pro-forma that must be used when submitting emergency welfare cases to Openreach's emergency welfare team (EWC). It provides instructions on filling out the form and submitting it properly. The form requires specific mandatory customer information, including name, address, access times, contact details, phone number, fault reference (if applicable), reason for meeting emergency criteria, and confirmation that fault notes were updated. It stresses that only managers can submit cases and clarifies what information the EWC team can and cannot help with.

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    This document outlines a pro-forma that must be used when submitting emergency welfare cases to Openreach's emergency welfare team (EWC). It provides instructions on filling out the form and submitting it properly. The form requires specific mandatory customer information, including name, address, access times, contact details, phone number, fault reference (if applicable), reason for meeting emergency criteria, and confirmation that fault notes were updated. It stresses that only managers can submit cases and clarifies what information the EWC team can and cannot help with.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    355 views2 pages

    Emergency Welfare Form

    Uploaded by

    Kristopher Harper
    This document outlines a pro-forma that must be used when submitting emergency welfare cases to Openreach's emergency welfare team (EWC). It provides instructions on filling out the form and submitting it properly. The form requires specific mandatory customer information, including name, address, access times, contact details, phone number, fault reference (if applicable), reason for meeting emergency criteria, and confirmation that fault notes were updated. It stresses that only managers can submit cases and clarifies what information the EWC team can and cannot help with.

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    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
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    Fault Repair Emergency Welfare Pro-forma

    This Pro-forma must be used at all times when sending an Emergency Welfare case to the EWC
    team in Openreach.
    Please be advised, you must be a manager to send this Emergency Welfare case to
    Openreach. Cases will be accepted from coaches or team leaders after 7pm and until
    8am when management presence may not be practical.
    First, fill out this form, then click file, then select send to, and click on mail recipient. Ensure you
    do NOT click mail recipient as attachment. This will generate an e-mail which you will need to
    send to emergencywelfare@openreach.co.uk
    Remember: Customer must live alone with no access to a mobile phone (excluding those
    with a careline pendant)

    Uses a wheelchair or has 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

    Or, is registered under the Chronically Sick and Disabled Persons Act 1970

    The Emergency Welfare team can only help where there is an existing fault for us to work
    with. In the exceptional circumstance of a patient needing a line to leave hospital and live
    alone we will accept a provision order.

    If a fault does not exist then one will need to be raised before approaching the emergency
    welfare team.

    If you are having problems placing a fault, then direct your query to the relevant
    Openreach SMC team, they will assist you with any issues you are experiencing.

    To prevent unnecessary delays with an Emergency Welfare case, ensure all Mandatory
    Information is provided below; failure to do so may result in rejection of the Emergency
    Welfare case until this is remedied.

    Name of residential customer


    living alone, with no mobile
    access and meeting the criteria.

    Mrs Eileen Entract

    Residential Customer full address


    & postcode:

    20 Walmer Garden
    Ealing
    London
    UK
    W13 9TS

    Access times and carer /


    neighbours contact number
    (please be specific with the time
    slot, we do not accept 24 hr
    access)

    9:00 15:00

    Telephone No of faulty line

    2085791430

    Fault reference (order / Siebel


    ref in exceptional circumstances

    i.e. : leaving hospital)


    If provision as part of a home
    move for a vulnerable person
    with no mobile please advise
    previous CLI

    NA

    Why does this meet the


    emergency welfare criteria
    please (be specific, as random
    checks will take place with
    engineers who attended )

    Customer is having a personal care alarm due to husband's


    illness

    Please confirm that you have


    updated the fault notes with the
    access times, contact details for
    carer and any other relevant
    information about the customers
    condition.

    Yes

    Please confirm you are a


    manager with your name , email
    address and contact number

    Winmar Maercado
    winmar.kenan@talktalkplc.com

    When you receive the EWC case reference number by email, please ensure you put this on your
    own fault records to prevent contact by more than one manager into Op

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