3.1.2 Officials at all centres visited complained of the DPW's lack of and/or slow response to complaints lodged via its maintenance hotline/call centre. Leeuwkop correctional centre had for instance lodged a request for the maintenance of the cold room and boiler at the Juvenile centre as early as January 2010, yet 8 months, and numerous follow-up queries later, no response was received. The justification that the cold room had been installed by the DCS itself, and that therefore that department should take full responsibility for its repair, was rejected.