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Responsive Repairs, Maintenance, Void Refurbishment and Small Works

Overview

The repairs & maintenance department provides the following services:-

  • Customer Help Desk and Call Centre
  • Day to day responsive maintenance
  • 24hr cover including Emergency cover
  • Void refurbishments and re-servicing
  • Diagnostic surveying service

Customer Help Desk and Call Centre

TCL Group operates a customer help desk and call centre utilising a direct line for end users to book repair appointments and any job/order related issues. Our Repairs Administrators have been trained in receiving and dealing with repair requests, enquiries and are able to prioritise orders to ensure each call is dealt with effectively and efficiently. If a query cannot be dealt with instantly, the help desk take the enquiry on behalf of the caller, make the necessary contact with either technical staff or operatives and respond back to the resident.

All calls are logged electronically on our ‘CausewayViXEN’ call management system, allowing each call to be logged, processed and allocated to the appropriate operative and tracked throughout its history.

Interfaces with client IT systems is a further benefit that we can offer enabling full and secure access to all repair and performance data on a daily basis.

Issuing of Jobs

After appointments have been made, jobs are entered onto the operatives diary and issued directly onto the operatives PDA. The operative will accept the job and confirm time of appointment and estimated time of arrival. Operative will also confirm on arrival and complete estimated time for the works.

Completion of Jobs

Jobs are completed by the operative and entered onto the PDA including all schedule of rates codes and residents sign off. All data is then transferred to CausewayViXEN to update the order status.

Emergency and Out of Hours

TCL Group operates an Emergency and Out of Hours service including Weekends and Bank Holidays.

Operating Hours
  • Monday – Friday 5.00pm – 8.00am
  • Weekends & Bank Holidays 24 Hour Service

VOID PROPERTY WORKS

Void refurbishments are dealt with by the Maintenance Division. For each void contract a repairs administrator(s) is allocated working with our void supervisor(s) to manage the process from receipt of formal order through to inspection, sign-off and handover.

Each void order is uploaded onto CausewayViXEN and then tracked and updated daily thereby monitoring progress and providing the facility to identify any gains that have the potential to advance the completion date

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