📞 Wellington Home Watch – Customer Contact Policy
This policy defines when Wellington Home Watch will urgently contact the homeowner to report conditions observed during a Home Watch visit and to request direction on next steps.
🚨 CORE PRINCIPLES – NON-NEGOTIABLE
- Wellington Home Watch observes and reports — we do not make repair decisions unless pre-authorized.
- Life-safety concerns are reported immediately.
- The homeowner retains final authority on repairs, vendors, and costs unless emergency action is required to protect life or property.
- All contact attempts and instructions received are documented.
A) Situations Requiring IMMEDIATE Owner Contact
Life-Safety or Emergency Conditions
- Suspected gas, chemical, fuel, sewer gas, or unknown strong odours
- Carbon monoxide alarm activation
- Fire, smoke, burning odours, or heat damage
- Flooding, burst pipes, or active water intrusion
- Structural collapse, ceiling failure, or major impact damage
- Evidence of forced entry, vandalism, or break-in
- Police, fire, or emergency services attendance at the property
Note: Emergency services are contacted first when required. The homeowner is notified immediately afterward.
B) Situations Requiring URGENT Direction From the Homeowner
- Active water leaks not immediately life-threatening
- HVAC failure during extreme weather conditions
- Loss of power exceeding normal utility outage expectations
- Sump pump failure or rising groundwater
- Refrigerator or freezer failure with food spoilage risk
- Garage door failure preventing secure closure
- Alarm system malfunction or repeated false alarms
- Visible mould growth or strong persistent musty odours
Wellington Home Watch will report findings and request direction regarding vendors, access authorization, and spending limits.
C) Non-Urgent Issues Reported Without Immediate Contact
- Minor maintenance observations
- Cosmetic wear or deterioration
- Low batteries in non-critical devices
- Minor pest evidence without active infestation
- General housekeeping or cleanliness notes
These items are documented in the visit report and communicated through the standard reporting channel.
D) Contact Methods & Escalation
- Primary method: homeowner’s designated emergency contact method
- Secondary methods used if no response is received
- If no response and action is required to prevent damage, Wellington Home Watch may proceed only within pre-authorized limits
- All contact attempts are time-stamped and logged
Documentation Standard
- Date and time issue observed
- Nature of the condition
- Contact attempts made and responses received
- Instructions given by the homeowner
- Actions taken or deferred