CNG Housing Handbook 2025-2026

A. CNG Housing Procedure: Help Desk‐Housing

In case of damages in the rented apartment or when any appliance is not working properly, HR has set up a “Repairs and Maintenance Procedure” to ensure that repairs are accurately recorded and arranged in a timely manner.

As part of our continuous improvement plan, we invite you to use the Help Desk–Housing tool to centralize the housing process and facilitate communication among all parties involved. All day-to-day housing requests must go through this platform or the QR code assigned. A personal QR code will be sent to you individually via email. You will also receive a printed magnet with the QR code for you to keep in your fridge. Please do not share your individual QR code.

Any damage or repair request will be handled by HR, following our Repairs and Maintenance Procedure/Help Desk–Housing. It is also important to emphasize that all properties with a lease contract via a real estate company have different response times, as we depend on their authorization based on the answer given by the landlord.

To ensure that any damage is attended to in a timely and efficient way, only requests received through Help Desk–Housing will be handled. No exceptions.

This system will allow us to keep track of all requests and at the same time to ensure each of them is taken care of from the reporting date until the work is finished.

Please include the following information when creating a ticket:

• Include as much information as possible regarding your request. If applicable, attach pictures or videos.
   
• Name of the person who will be in the apartment during the technician’s visit, if not you. Please make sure this person has previously been informed.
   
• The availability for the next two weeks of the person who will be in the apartment during the repairs.
   

Upon receiving the ticket, HR Housing will reply to you within the next two business days.

Sometimes, due to a high number of requests, there may be a delay in responding. However, as soon as HR is notified of any damage through our Help Desk–Housing, our maintenance handyman will come to inspect the damage and, according to actual findings, your request will be prioritized based on the urgency and complexity of the issue and responded to as soon as possible. Via Help Desk–Housing you will be informed of the date and time of repair.

Important note:

• Certain surfaces, including brick, tiles, and Venetian plaster, are strictly prohibited from being drilled or hammered into to prevent damage.
   
• Most of the floors are laminated, so they should be cleaned with minimal water. The mop should be thoroughly wrung out, and any excess water must be dried immediately.
   
• Appliances provided in the apartment and/or by CNG (such as oven, cooktop, refrigerator, etc.) can only be repaired through the Housing Department. Please do not attempt to repair these items yourself or through external services, as this could void warranties or result in further damage.
   
• All damages in the apartment beyond normal wear and tear will need to be covered by the staff member. This includes any harm or breakage that exceeds the expected depreciation from regular use. Staff members are responsible for maintaining the condition of their apartment/house and will be liable for any repairs or replacements necessary due to negligence, misuse, or intentional damage.

B. Emergencies

I. What constitutes an emergency:

An emergency is an urgent, serious, unexpected, and usually dangerous situation that poses an immediate risk to life, health, safety, and/or property, and requires immediate action.

Examples: fire, gas leak, flooding that poses a threat to your life/health, electrical risk. What to do in those cases?

II) Serious incidents that require immediate response:

If you experience any of the following incidents during the weekend or after office hours, please contact Continental Assist (601 355 7610) *Please save this number in your phone.

• Locked out of your house/room (Main door and/or Interior doors).

• Broken window (exterior window facing the street) as a result of a sudden and external situation.

• Plumbing issues such as a broken pipe, a leaking toilet, or any damage that interrupts the normal supply of water to your apartment. 

• Partial or total electrical failure or short circuit inside your apartment. 

• For additional information, please refer to the following document.

If you experience any of the above during business hours, Monday to Friday from 7 AM to 5 PM, please contact
Maria Mosquera (maria.mosquera@cng.edu, +57 3175100975).

C. Continetal Assist: After business hours Emergencies

It is very important to keep in mind that as part of our repairs policy, CNG has arranged a Home Assistance Service with Continental Assist for any emergency situation. This service is available for our International Hire Staff members and is intended to support EMERGENCY situations at home with specialized technicians and full support in English. Each staff member has services for:

• Plumbing: 3 events per year

• Locksmith: 3 events per year

• Glass breaking: 1 event per year

• Electricity: 3 events per year

• Accessories (water mixers, sanitary kit, bulbs and switches): 2 events per year

• General services: 2 events per year

• Referral to specialized technicians: unlimited

If you consider the damage an emergency, call Continental assist: (601 355 7610) *Please save this number in your phone.

D. Additional Services

All costs related to additional requests made by a staff member, such as maintenance and repair of a washer/dryer, hanging paintings/hammocks, or any other additional repair, are the responsibility of the staff member. If the staff member chooses to use the services of CNG HR’s handyman, the request should also be sent via Help Desk–Housing. Via this platform, the staff member will be informed about the costs (labor and/or spare parts), and once your agreement is given, the handyman will schedule the visit. These costs should be paid directly to the handyman.

To keep in mind:

• All communications with the realtor/owner need to be handled through the HR Housing Department.

• Most of the processes need prior approval from the owner or realtor and this may take some time. 

• If you call a technitian that was not previously authorized by HR Housing, you will be liable for any damage or loss.

• No reimbursement will be granted if you hire a technician without previous authorization.

• For any additional information, please read carefully the HR Housing Handbook or contact the Housing Team.

***As a precaution, please ensure you know where the fire extinguishers and the gas and water shut-off valves are in your building. Keep your emergency contacts magnet in a visible and accessible place***.