Maintenance & Breakdown Cover

Smith & Byford provide a comprehensive 3 to 5 star service to a variety of Social Landlords, Housing Associations and Local Authorities, providing them with a breakdown service available 24/7, 365 days a year. To ensure we provide the highest quality responsive service, and adhere to specific contract conditions and timeframes, we implement the process below:

In-house, trained contact centre

Our fully trained contact centre are available 24/7, 365 days a year available to efficiently deal with all resident calls, facilitate engineer call out booking and to carry out daily diary management to ensure all repairs are completed on time.

Mapping System

When a breakdown is reported our mapping and engineer tracking system, which is integrated with our diary system, intelligently pulls data from our engineer van trackers to identify the closest engineer with relevant qualifications. This ensures we send the right engineer with the right tools/materials to fix the problem first time.

First Time Fix

First Time Fix is a key driver for our organisation as we recognise the impact this has on customer satisfaction and efficiency. To achieve this our highly trained team of specialist engineers are provided with sufficient van stock, allowing them to complete the repairs whilst on site.

Engineers

Our engineers are multi skilled, Gas Safe registered engineers trained and qualified to deal with any emergency.

Out of Hours

Our Out of Hours emergency team work around the clock to ensure any emergency works are quickly responded to.