Things break. Reactive maintenance is one number to call when they do, with response times agreed in advance so you know what to expect before you need it.
How a call-out works
- You report the fault by phone or email.
- We triage it against the priorities agreed with you and confirm a target attendance.
- An engineer attends, makes safe, and repairs where possible on the first visit.
- If parts are needed you get a quote before further work, not after.
- The job is recorded against the asset so a repeat fault is visible as a pattern.
Priorities
Priorities are set with you at the start rather than argued about during an incident. A failure that closes a site is not the same as a dripping tap, and the response should not be either.
- Emergency – a risk to safety, security or the ability to trade. Target attendance agreed per contract.
- Urgent – affecting use of part of the site. Target attendance agreed per contract.
- Routine – to be resolved on a planned visit. Scheduled on the next planned visit.