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Blame it on the Rain

CASE STUDY

 

Facilities will experience water leaks- it becomes not a question of if but when.  The inevitability of water leaks is tolerated, however recurrent leaks exasperate facility management.  These leaks have the potential to destroy merchandise, and adversely effect the desired shopping experience.  When a client called with an emergency leak order, Resicom was able to determine the cause, repair of the source of the leak, and provide information to mediate amongst the mall tenants and management when no one wanted to assume liability for the damages and repairs.

 

Scope

The scope of work needed to execute the project includes:

  1. When a work order is received, a Resicom technician needs to be dispatched within 4 hours of the call.
  2. Equipped with a detailed checklist and digital camera, the technician identifies the location of the leak and documents any subsequent damage.
  3. Project management technology is utilized, and any previous leaks for this location are reviewed to determine similarity to the current leak, and a possible responsible party.
  4. The store management is contacted to determine the severity of the leak, and mall management is then contacted by Resicom and the store manager on duty. 
  5. Ideally, the technician should arrive at the store when mall management is also assessing the leak.
  6. The technician will determine the cause of the leak with the mall representative present, and begin attempts to stop the leak.  
  7. Once the leak is repaired, Resicom will then repair any damage caused by the water.

 

Challenges

The constraints of the project include:

  1. The exact source of the leak comes into question, and both facility tenants and mall management are reluctant to assume responsibility; in this particular case the mall management attributes the leak source to HVAC equipment, while the HVAC technicians believe that the issue is with the roof.
  2. Because emergency requests are unplanned, the primary Resicom technician may be scheduled elsewhere, and the secondary technician can not get to the store within the 4 hour time frame.
  3. A Work Order, the Damage Claim Checklist, and Damage Claim Checklist Example must be received by the technician prior to arriving at the facility. 
  4. The technician must submit all paperwork, photos and other pertinent information by the following morning in order to properly update the client.

 

Solution

Understanding the client’s need is key to a successful emergency leak work order.  In this instance, the expectation revolves around immediate response and determining the source of the leak so that repairs can be approved and expedited.  Resicom must have exact processes in place, along with reliable technicians who have received thorough training of our procedures and client expectations.  

Our solution to this project included:

  1. If neither a primary nor backup technician is available, a local vendor who has been trained in our process is contacted so that a technician is onsite within the 4 hour window.  
  2. The technician reviews the leak with mall management, gathers and documents information in regard to the leak source, and then relays that information to the client and mall management. 
  3. Resicom contacts all parties involved and schedules an an onsite meeting to review the leak.
  4. Resicom, the mall operational manager, and the heating and cooling technicians will all be present at this meeting.  Photos and notes are distributed. 
  5. The responsible party will be determined for repair work.
  6. Resicom will quote for the necessary repairs and will complete all work per the approved quote.

 

Summary

At Resicom we understand the frustrations that a client experiences when water leaks reoccur, and the source has been unresolved for months, perhaps years.  These damages can result in costing the client an excessive amount of money that is difficult to recoup.  Our goal on every leak is to determine the source of the leak and quickly repair the issue.  If the leak returns we are able to leverage our technology & information where the history of the problem has been documented, contact the responsible party, and then mediate to achieve the necessary repairs.

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