Guidelines for Evidence Required for Escalation Closure V4 2025

Guidelines for Evidence Required for Escalation Closure V4 2025

Guidelines for Evidence Required for Escalation Closure

Please ensure the property thing-code and the name and position of the person confirming resolution of the escalation issues are provided at all times. If the escalation contains multiple issues, all should be addressed and evidence provided before the escalation can be closed. Pleased ensure that all evidence provided is accurate.

When emailing Checkpoint with supplier evidence which is in a different language, please could you provide a brief translation of the main content or confirmation of the document’s meaning. For example:

“Please find attached a certificate confirming repair of the fire alarm system”.

The above process will ensure that the review is carried out more efficiently.

The below is not an exhaustive list and is the minimum evidential requirements. It is to be used as a guide and from time to time we may request additional evidence, where this is the case, we will endeavour to request this at the initial stage to manage supplier expectations and maximise resolution ratio.

 

Safety Genre

 

Escalation Type

Evidence Required

General Safety

 

 

Balcony

Oversized balcony gaps

·        Photograph and written email confirmation of new measurements. The image should preferably be taken from inside the guest room initially identified in the escalation.

·        Restrictor devices on balcony doors can only be considered a temporary measure.

·        Mesh or removable panels on balcony balustrades can only be considered a temporary measure.

·        Window that are locked shut and keys restricted from guests would be considered sufficient to close a window escalation. The restriction device should be permanently fixed in place and not be removable by guests or staff.

 

Note: For all of the above, we need to ensure all balconies/low sills have been modified. We require photograph and written email confirmation of new measurements that all non-compliant balconies/windows have been modified in the same manner.

Balcony

Balcony step-ups /climbing allurements

Balcony

Low balcony height

Window

Low windows

Gas

Nonconforming flue distances

 

·        Photographs (must be provided in context and in relation to the issue, e.g. flue termination in relation to any openings).

·        Written email confirmation of new distance measurements. (This could be highlighted on the photograph)

·        Confirmation of removal / relocation of flue (where applicable), e.g. invoice/installation certificate.

·        Certification that the appliance is installed in accordance with manufacturer’s guidelines.

 

Note: Please read in conjunction with Checkpoint’s gas policy regarding manufacturers guidelines.

Gas

Flue to be fitted

·        Installation certificate/invoice required.

 

Gas

Internal open flue boiler to be removed.

·        Confirmation of the removal of the non-compliant gas appliance by a competent person and remaining gas supply made safe/isolated. E.g. invoice for the removal/remedial works.

Gas

Holes/gaps creating migration issues.

·        Confirmation/record of sealing holes / gaps, e.g. internal maintenance record, invoice (if carried out by an external company).

·        Photograph of the remedial work

 

Note: Some issues relating to gas safety may require evidence demonstrating the remedial works have been completed by a qualified gas engineer, e.g.  Invoice, service record, installation certificate.

Pool Safety

 

 

Pool (water quality)

Green/discoloured pool

·        Photograph

·        Recent pool treatment/testing/cleaning records

Pool

Pool separation

·        Photograph

·        Written confirmation of measurements.

Pool

Entrapment / suction (pool outlet defects)

·        Photograph

·        Invoice/record of remedial works

Fire Safety

 

 

Fire Safety

No fire alarm system

·        Fire alarm installation certificate or invoice

Fire Safety

Defective / faulty fire alarm system / non operational

·        Certificate/record from the professional / qualified company confirming that the fire alarm has been reinstated/repaired/made operational.

 

Fire Safety

Missing/incomplete fire alarm system components, e.g.

alarm sounders, detectors or call points, etc.

·        Photographs and installation invoice

Fire Safety

 

 

Unprotected stairway(s)

·        Photograph(s) capturing safety features (e.g. three hinges, self-closing devices, smoke seals, markings/stamp, etc)

·        Installation invoice.

Hygiene & Legionella Safety

 

 

Hygiene

Poor cleanliness / other HACCP related issues

·        Cleaning schedule

·        Associated HACCP documents/critical control logs.

 

Note: this will be assessed on a case by case basis and in accordance with the risks identified as hygiene escalations usually involve multiple defects being identified.

Hygiene

Pest Infestations

·        Recent pest survey / invoice

Legionella

Positive Legionella samples identified/no legionella controls.

·        Recent Legionella testing records demonstrating satisfactory results

·        Documented evidence of control measures in accordance with Checkpoint’s 20-point plan.

 

Note: this will be assessed on a case by case basis and in accordance with the risks identified.

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