Customer Care Department
The Customer Care Department is responsible for receiving work orders. Work orders are logged into a Maintenance Management System, where they will be checked for material and tool requirements, assigned, tracked, and measured to completion.
The Maintenance Management System will allow the requestors to monitor their requests.
Hours of Operation
The Aftercare Maintenance Department is staffed from 08:00 am to 5:00 pm Monday to Friday except Bank Holidays.
Work Requestors
To better serve all maintenance customers, all non-emergency work order requests must be submitted by email to support@longbrookcares.com. The Customer Care Department can be contacted on 01536 463 230 during the hours of operation.
The following information will be required when submitting a work request:
- Name of occupier/s
- Phone number
- Email address
- Full address to include site name and plot number
- Detailed description of problem
The project coordinator will review all work requests as they are received, assess the severity of the problem, assign a priority level, and then assign the work order to the appropriate maintenance engineers. If further clarification is required, the project coordinator will contact the customer and/or occupier.
Maintenance Engineers
All maintenance engineers will review the work orders as received. The priority level and severity of the problem will dictate the order in which each work request is resolved. When work is completed, the maintenance engineer will add the appropriate comments related to the resolution. The job report will be returned to the project coordinator on the same day that it was completed for final close out.
Response/Resolution Priorities
Response priorities will be assigned to each work order request by the project manager. In some cases, a temporary solution may be implemented pending a permanent resolution.
| Response Level
|
Scenario |
Response |
| Priority 1 – Critical |
System failure or safety hazard that affects a portion of a building with the potential for immediate structural failure or building shutdown. |
Immediate response: work until resolution complete. |
| Priority 2 – Urgent |
System failure that significantly affects the home environment or a serious hazard. |
Same day response: resolution dependent upon conditions. |
| Priority 3 – Normal |
Failures that create minor issues for the building. |
Response within 5 days. |
| Priority 4 – Low |
Miscellaneous building requests that enhance or upgrade existing buildings or spaces. |
Response and resolution variable based on available resources (maximum of 10 days). |
Key Performance Indicators
Performance measures will be established and reviewed for continuous improvement of maintenance and customer care services. These performance indicators will focus on response, work order backlog, completed versus open work, and completed work orders as well as the level of customer service and customer satisfaction score.
Review Intervals
Maintenance performance will be assessed and reviewed on a monthly basis by the company directors.
