Response Maintenance
Fast, Reliable Property Maintenance for Critical Repairs
We are responsible for maintaining over 100,000 homes for 12 separate customers across the UK. Our centralised call centre is on hand to assist customers across the UK 24/7, with our locally managed, directly employed tradesmen available to make safe and complete works within a 2-hour window.
What Are Response Maintenance Services?
Response maintenance refers to urgent or planned repair works delivered on a reactive basis. These include electrical faults, plumbing failures, heating breakdowns, or general property damage that could pose a risk to occupants, compliance, or operations.
Bell delivers a full range of multi-trade response services including:
- Emergency make-safe works
- Responsive repairs across gas, electrical, heating and plumbing systems
- 24/7 helpdesk and triage through our central call centre
- Statutory and planned preventative maintenance (PPM)
- Digital case tracking and performance reporting
Our qualified and experienced teams carry out electrical, plumbing, heating, gas and multi-trade works for clients in the Social Housing, Ministry of Defence and Commercial sectors ensuring their reactive requirements are met within the set timescales. Our teams also carry out PPM works for many of our clients, ensuring complete compliant with all statutory obligations.
We are fully accredited with Gas Safe, NICEIC and SNIPEF.
Responsible and Localised Delivery
We are a digital first and data driven business and utilise technology to create contract efficiencies and enhanced service delivery through seamless integration with client IT system and real-time sharing of data.
When choosing material suppliers, we use a ‘Think Local’ approach, ensuring our supply-chain, where possible, consists of local businesses from a 15–20-mile radius of our works. This approach not only ensures we attain components at short notice, meeting priority timescales and/or any unforeseen works, but also contributes to local economies and development.
Fundamentally, customers remain at the heart of everything we do
We value open and transparent communications and understand the importance the Customer’s Voice plays in achieving successful. We believe our exceptional care is a direct result of our 30 years’ experience, commitment to customer care and providing a reliable service which meets individual needs and are proud to report customer satisfaction scores of 98% across our business.
We take time to understand local demographics and community needs during mobilisation and ensure effective ongoing customer communication. We ensure customers remain fully informed at all stages of our works and implement a comprehensive suite of communications ranging from online appointment scheduling and update text messages, to chat functions via our website and call centre staff available for queries or amendments. We seek and listen to customer comments and views and strive to involve customers in setting standards and monitoring performance.
Why Clients Trust Bell for Response Maintenance: How We Solve Your Problems
We work with clients facing time-sensitive, high-pressure repair needs. Here’s how Bell supports you:
Challenge 1: Urgent repairs that must be resolved quickly
Solution: Our 24/7 helpdesk and local operatives ensure rapid mobilisation, with works completed or made safe within tight timeframes.
Challenge 2: Maintaining compliance and safety across large portfolios
Solution: We deliver PPM and statutory maintenance alongside reactive works, using integrated IT systems to track performance, ensure audit readiness, and share real-time data.
Challenge 3: Communicating clearly with residents and building users
Solution: We prioritise resident communication with booking tools, updates, and dedicated contact staff to ensure an informed and supported experience throughout the repair process.
Response Maintenance FAQs
What types of repairs are included in response maintenance?
Response maintenance includes urgent or unplanned repairs such as gas, electrical, plumbing or heating issues, as well as make-safe services and emergency call-outs.
Can Bell support national facilities management contracts?
Absolutely. With national coverage and regional delivery teams, we support multi-site and portfolio-based facilities management contracts across the UK.
Do you deliver works in live commercial environments?
Yes. Most of our work is carried out in occupied buildings. We plan works carefully to minimise disruption and maintain safety for building users.
How do you prioritise response maintenance requests?
Jobs are triaged via our 24/7 helpdesk based on urgency, safety risk, and impact. Emergency works are attended within a two-hour window, while routine tasks are scheduled in line with SLA agreements.
What makes Bell different from other facilities maintenance companies?
Bell uses a directly employed workforce, offers national coverage, and has decades of experience delivering consistent, high-quality services for commercial facilities management clients.
