In 2003, Marlowe Fire & Security was awarded the contract to provide planned preventative and corrective maintenance of fire detection and emergency lighting systems throughout Durham University’s campus encompassing 188 sites, including 114 accommodation buildings.
SUMMARY OF SERVICES: Planned and reactive maintenance, installation and remote monitoring
SOLUTIONS: Fire detection, emergency lighting and intruder alarms
CONTRACT START/END: 2003 – ongoing
GEOGRAPHY: North East
NO. SITES: 188
To enable successful working within these premises, the following considerations were implemented during mobilisation:
All staff were provided with a bespoke contract induction and made aware of all specialist considerations the occupants have and provided clear instructions on how to act in accordance with the University’s guidelines.
All staff are provided with a contract specific code of conduct and the importance of acting in a professional and polite manner, ensuring that appropriate ID is always carried
All works are scheduled in advance around timetables and term time to produce minimal disruption to occupants
A 4 hour reactive response is maintained to ensure that all issues are dealt with effectively and efficiently
Dedicated Service Engineers have been allocated to generate familiarity
Basic system training has been provided at time of maintenance visits to Site Managers to enable them to resolve most standard issues
During this contract our management and operational teams have become very familiar with the unique environment a communal residential property presents and we have learned to successfully work around their needs.
The Durham University estate covers a varied range of system types including:
GENT by Honeywell
Morley by Honeywell
EMS Radio Systems
To manage these systems, we maintain GENT Elite Technology Centre status and a formal partnership with Cooper Menvier.
Due to the specialist environment and geographical density of the University’s estate we have found it beneficial to allocate a dedicated Senior Engineer to undertake the required planned preventative maintenance visits. This ensures familiarity is maintained between our representatives, the University and its residents.
The dedicated engineering resource is supported by our large team of Regional 24/7, North East, Service Engineers who also support in the undertaking of corrective maintenance visits.
Prior to the visit, the dedicated Customer Support Advisor calls the relevant Site Manager to confirm availability as per the agreed annual schedule. In the event the date is no longer suitable the schedule is amended and the visit re-arranged for a more convenient date.
To meet the University’s requirements a rigorous customer care procedure has been implemented, enforced and developed over the past 14 years. Aligned with Durham University’s own values as “A Responsible University”, which provides a social and value-led framework for its staff and students, we commit to and support in the upholding of the University’s values through its own day-to-day service delivery.
“This is very positive feedback from high with the College and shows appreciation of the work your guys did at the Moatside Court fire panel replacement, following rain water damage at the weekend. Please pass our thanks onto the engineers and all involved. Its excellent to see that Marlowe can provide this level of emergency service out of hours.”