| Councillor Simon Hackett, cabinet member for housing, said the levels of call for help from tenants were “absolutely unprecedented” and peaked at over 400 calls for assistance a day at the height of the crisis.
"These are huge numbers of people seeking help and it is fortunate that in the run-up to the cold weather problems we decided to increase the 13-man team of gas engineers by five to deal with the winter problems and trained up other employees to deal with frozen pipes," he said.
"This decision was taken because last January we had record levels of call-outs of 3,854. However, even this record was broken in December with over 4,500 calls."
"This was an outstanding effort from the whole team and we believe we did our best to help as many people as possible as quickly as possible," he said.
"I do know that there were some people who had to wait for assistance due to the unprecedented demand, but I hope they appreciate that on balance we did all we could to help tenants" he added.
The company also put on extra staff to handle the telephone system after a huge rise in inquiries and calls for help.
A high percentage of the problems related to the freezing of combination boilers, which brought tens of thousands of gas breakdowns across the country.
The 'combis' work in normal winter temperatures but water in the systems froze during the long periods of sub-zero temperatures
Paul Field, interim chief executive of Sandwell Homes, said the company had dealt with 3,532 calls for help in November and 4,520 in December, increases of 28 per cent and 44 per cent respectively over the previous year.
"Due to the number of calls, we have had to prioritise jobs with a focus on assisting the elderly and the most vulnerable people in the community. We thank tenants for their patience in waiting for assistance during the very busy periods." he added.
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