Responsive Repairs and Planned Maintenance

Overview

The repairs & maintenance department provide the following services:-

  • Customer Help Desk and Call Centre
  • Day to day responsive maintenance
  • 24hr Emergency response
  • Contract planned Cyclical maintenance
  • 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 call regarding any job related issue. All of our staff have been trained in receiving and dealing with enquiries and are able to prioritise request 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 ‘VIXEN’ call management software, allowing a call to be allocated to the appropriate operative and tracked throughout its history.

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.

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

Planned Cyclical Maintenance works

Planned Maintenance works are also carried out by the maintenance section. These include Building or Estate surveys and preventative works programmes.

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