Action Line offer clients the option of: Free phone 0800, 0845 or standard land line numbers. The following services are available: Day time - HELP DESK (Monday – Friday) site hours Monday – Thursday from 8.00am – 4.30pm Friday – 8.00am – 3.30pm Action Line support the site team during the week by assisting tenants that are unable to make contact with site team by phone. Action Line staff take messages, help tenants with any enquiries or complaints and forward all information on a completed log to the appropriate site manager. --------------------------------------------------- OUT OF HOURS SERVICE ANSWERING EMERGENCIES Monday – Thursday from 4.30pm – 8.00am next morning Friday from 3.30pm – Monday 8.00am --------------------------------------------------- This all adds up to a 24 HOUR SERVICE --------------------------------------------------- We also offer our customers an additional day time service - CORDINATING AND ORGANISING CLOSURE OF DEFECTS (Monday – Friday) This service is tailored to clients individual requirements Hours are negotiable dependant on clients needs ---------------------------------------------------

We are able to offer our customers a unique bespoke service to suit individual requirements. When your staff leave site at the end of the day, you can relax and feel confident that there is a reliable, professional service available to deal with any issues or problems that may arise from your works. When a call is received by Action Line Call is logged Date Time Tenant's name, address, postcode and telephone number Nature of complaint Your contract details Complaint coding Call is assessed as to urgency

Before a sub-contractor is called out, Action Line’s experienced staff ask all relevant questions: they are fully trained and able to deal with most problems. If Action Line staff can solve the problem or if it is not an emergency they will deal with the complaint. A complaint log is completed and forwarded by fax or e-mail overnight, to your site manager, for his attention the next morning. If a call is an emergency and cannot be rectified by Action Line staff, they will immediately contact the sub-contactor responsible and pass on the information. The tenant is called back to keep them informed. Action Line staff monitor and keep in contact with the sub-contractor throughout this process to ensure the problem is resolved. The tenant is then called back to make sure they are happy with the service they received and the problem has been resolved to their satisfaction. This information is also faxed or e-mailed overnight to ensure the site manager is kept informed. Action Line will forward a report to client’s regional office at the end of every month.