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LANDLORD MAINTENANCE SUPPORT PACKAGE

At Greentherm we want to be the contractor (or Service Provider) that the end user – the customer/landlord, resident – looks forward to coming into their homes or maintaining their property.

We aim to be “The Contractor of Choice” for our clients.

Our services for landlords cover every aspect of the mechanical & electrical industry, our landlord services in detail are;

• Gas servicing – CP12 certificates.
• Boiler and central heating breakdowns.
• Cyclical maintenance of central heating and plumbing systems.
• Plumbing.
• Electrical installations and periodic testing.
• PAT testing.
• Air conditioning, refrigeration installation & maintenance.

We have developed a successful “Customer Care Service” within the residential division of our operations where we look to care and support residents before, during and after we work in their homes.
We believe that Customer Care is at the heart of everything we do.
We invest in continuous training of all our staff – be they call centre staff, site engineers, even our managers – in Customer Care.

Good communications is essential, and this starts with the approach to the customer at the call centre where we will have a friendly welcoming and caring approach to every query, giving reassurance and confidence to the customer. This includes looking at better ways of communicating with residents who may not have English as the first language, where we will buy in to existing support services used by our clients.
It is about being accessible and able to communicate to those residents who are disabled, vision or speech impaired, to ensure they are confident they are having a service they can relate to that meets their needs.

Recently we have developed our “Customer Care Charter and Code of Conduct” Policy which we revise and tailor for each new client with resident focus group involvement to ensure it meets local needs. It states that we will;

• always keep disruption to the absolute minimum.
• not use the location as a store for materials or tools.
• always clean up afterwards using our own equipment, not the residents/homeowners equipment, on a daily basis before leaving their home.
• do our best to leave the site in the same way as we found it, or better.

We understand that sometimes appointments have to be changed through circumstances beyond the customer’s control. We also understand that some customers – especially where there are people that are frail and sick - may need appointments changed at short notice, for health and other reasons.
At Greentherm we will do our best to help and support the customer and make the process as easy and painless as possible. Likewise, if we are running late for our agreed start time at their home, we will telephone ahead, apologise for the late arrival, and give an estimated time we will be there.

Registered Social Landlords (RSL’s)

At the inception of any new gas servicing and responsive repair contract we aim to reduce breakdowns considerably. Where breakdowns occur we aim to achieve a “First Fix” in no less than 95% of breakdowns. This is achieved by having a true and comprehensive asset register of all installations and key components agreed with the client at the earliest stage possible following on from mobilisation. This benefits the resident, the Client/Landlord and ourselves because we;

• Ensure our stock levels especially impress stock on vans is at a level to meet need and achieve a high level of First Fix.
• A Planned Preventative Maintenance approach reduces breakdowns and distress for residents
• Parts liable to become obsolete can hopefully be obtained in time to keep systems operational and extend the life to allow the client to better programme funding more meaningfully.
• The client can have a better pro-active approach to target its funding and in many cases use the information for external grant funding through the use of modern A-rated boilers, solar thermal or solar-pv and other carbon reduction initiatives bringing reduced running costs to residents as well.

Private Landlords

• We can provide a similar service to smaller landlords, even if they own one or a great number of properties.
• The ethos of gas safety and servicing levels remain throughout the company and we do not treat any gas appliance or landlord any differently.
• We also carry out one off gas servicing for the private homeowner.
•  We pride ourselves on very high service levels and we will welcome any enquiry from an RSL through to a single homeowner.

Call now to make an appointment on 01708 720190.

 
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