Service & Maintenance

Trust – it takes a long time to build up. It takes a moment to lose. At Space we don’t lose our customers because we don’t lose their trust. In fact, such are the strengths of the bonds that we have forged with our customers that over the last few years we have actually expanded our business across the UK, based on our customers’ desire to place their business with us on a national basis.

Our customers know that we understand their increasingly pressurized, demanding environments, and have the ability to keep any disruption to their business to an absolute minimum. With highly skilled service and maintenance teams nationwide, supported by a national technical support team, they know that we can respond quickly to any call, anytime.

Our straight-talking and open reporting pervades everything that we do. Here are some good examples of how it best manifests itself:

• 24-hour, one number Call centre which ensures that there is a consistently polite and speedy response to all requests for service 24 / 7, 365 days a year.
• Advising of engineers’ Estimated Time of Arrival (ETA) for service calls and the status of any return visits required.
• Accurate equipment surveys and equipment condition reports.
• Fully completing scheduled Planned Preventative Maintenance visits (see below) according to contract specification.
• Ensuring that all requests for “Extra to Contract” work are justified and valid.
• Producing accurate and timely invoices and invoice reconciliations.
• Providing accurate Management Information Systems (M.I.S.) reports, the source data being available to the customer if required.
• Close management of sub-contractors.

Planned Preventative Maintenance (PPM) procedures - in order to reduce breakdowns and resulting service calls, we adhere to some core principles of high quality preventative maintenance:

• Forward planning of all PPM visits and provision of PPM programmes to customer representatives to give due notice of forthcoming visits.
• Use of engineers’ service report checklists to document PPM visits attended.
• Management and monitoring of all PPM activity to give quality assurance - full range of M.I.S. reports available to view.
• Use of cancellation forms to record PPM visit cancellations and the reasons for cancellation.