How We Operate

We know that you need to be confident that when a job is passed to us, it will be dealt with competently to completion, without the need for chasing us or having your tenants chase you. It is also vital that any work carried out has been costed and approved before it is started.

Communication is key, which is why we have dedicated office staff dealing solely with our maintenance division; communicating between engineer, tenant and landlord/agent to ensure things run smoothly for all parties. Our workflows (attached) explain, from start to finish, how we carry out any work instructed by you.

1. Once instructed, we liaise directly with the tenant, giving a three-hour arrival window, in which we will attempt to complete work during the first visit. If possible, we will source materials from our well stocked vans, always contacting your office to advise and gain approval of additional cost before fitting of parts.
2. Should additional parts be required, our engineer will source these and contact your office, providing costs for a return visit. Once go ahead is given, parts will be ordered and when arrived, we will contact the tenant directly to book a return visit.
3. If a return visit is considered urgent, we will chase for the arrival of these daily and keep the tenant informed of progress.

On the rare occasion that one of our engineers gets held up on a job and will arrive outside of the time slot given to your tenant, we will make contact with them at the earliest opportunity (always within the allocated time slot) to advise or rearrange if needed.

‍Additional Services Offered

For our established clients, where we carry out regular services, we provide an emergency callout service, whereby:

• Any instruction to a serious leak, where there is immediate risk of injury or considerable damage to property, will be attended and made safe on the same day
• Callouts for no heating or hot water will generally be attended to within one working day from instruction
• You have access to our on-call phone number for evenings and weekend emergencies only, offering reassurance that, should a leak develop out of hours, an engineer will attend

We used well established systems which allow us to log when a service is due. This way we can send a reminder to you via email before the service is due if you wish. Our software also enables us to save and view all engineers notes regarding any works carried out previously at each individual property. 

Should larger scale works be required, whether it be a boiler replacement or bathroom refurbishment, we have an installation division working from the same office to guarantee continuity and speed of service. For example, when it comes to a boiler in need of urgent replacement, we can move from quote to installation within a number of days.