Marlowe Fire & Security has worked in partnership with Nottingham City Homes (NCH) since 2007 providing a wide range of fire life safety services across its estate of over 100 residential and occupied premises.
SUMMARY OF SERVICES: Planned and reactive maintenance and installation
SOLUTIONS: Fire detection, emergency lighting, fire extinguishers, sprinkler systems, risers, smoke vents and intruder alarms
CONTRACT START/END: 2007 – ongoing
GEOGRAPHY: East Midlands
NO. SITES: 120
The systems installed cover a wide range of specialist manufacturers of which we are an authorised partner of, ensuring our operatives receive direct training and affording the highest level of technical and operational support available.
We implement several specialised measures to ensure the specific requirements of these sites and their vulnerable residents are met; including:
Providing Engineers with clearly marked livery and uniforms, dual branded with Marlowe and NCH’s logo’s, to ensure familiarity with residents
Pre-booking maintenance visits in advance, allowing site managers additional time to prepare sites and their occupants for attendance
Providing contract inductions and specialist Customer Care training to any Operative involved
Due to the geographical density of the estate, maintenance visits are undertaken by a dedicated, multi discipline, Service Engineer, supported by our preferred team of Nottingham Service Engineers, ensuring consistency and familiarity with residents and competence with the systems they manage.
The same Engineers are utilised on a rota basis to attend all corrective call outs 24/7. Our engineering density within the Nottingham area ensures that the graded response times are always met.
In parallel to the Service Team, we similarly deliver a wide range of installation work for Nottingham City Homes. Installation work is coordinated and managed through a dedicated Project Manager, and delivered through our in house team of Project Engineers supported by specialist, vetted and qualified subcontractors.
In order to ensure a high level of service delivery, we provide NCH with a dedicated Account Management Team to ensure contract performance and continued customer satisfaction. The appointed Designer and Key Account Manager is responsible for the provision of quotations, new system designs, and as an escalation for any issues with service delivery and the organic development of the account.
The Account Manager is supported by a Customer Support Advisor who provides day to day support in the running of the contract and is responsible for scheduling and booking in all planned preventative maintenance visits around the Housing Association’s requirements.