We understand the importance of delivering response maintenance works quickly and smoothly to minimise disruption to clients and customers, and to prevent faults from escalating.
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.
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 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.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.
Please see below for a few examples of Reactive Maintenance contracts we deliver.