Gas maintenance
All engineering staff are Gas Safe registered and undergo regular inspection, testing and training to ensure their technical standards are of the highest calibre.
Servicing and certification
HMS delivers gas servicing and landlord gas safety certification to LMH's 14,000 domestic and commercial premises. The servicing schedule's primary function is to ensure that all properties have legally required certification that proves the property and its gas appliances are fit for purpose and safe for our customers to use. We amend our service schedule in some targeted areas of high historical no access calls to a 10 month schedule to help us and our customers stay compliant with legislation and best practice.
HMS recognises that gas safety is a critical business function for landlords and our team have worked hard with the client to link inspection data to their asset management systems to remove duplication and improve data management.
Services are appointed using HMS's modern scheduling system, Optitime, and confirmation letters and text messages sent to customers confirming the appointment.
All inclusive maintenance
In addition to gas servicing HMS also undertakes all inclusive 3* responsive maintenance to LMH domestic and commercial properties. In order to do this effectively engineers are skilled in diagnostic problem solving and have all been trained by numerous appliances manufacturers and carry a range of spare parts and components in order to minimise any possible delay or disruption to customers.
All engineers operate remotely using mobile handheld and scheduling technology. This ensures all repairs are effectively managed to completion.
HMS staff regularly undertake technical training with key component manufacturers to ensure staff have the most up to date knowledge of the products used. This knowledge is then cascaded to the customer service centre (CSC) teams to improve their diagnostic knowledge when taking calls from customers. In periods of high maintenance calls, engineers can be based with CSC staff to give first hand support and in some circumstances resolution over the phone.
New installations
HMS undertakes new installation work on behalf of LMH to upgrade failing or old systems to the latest energy efficient heating systems.
HMS and LMH have worked closely with boiler manufacturer Vailliant on diagnostic training with an aim to reduce future maintenance costs and frequency of breakdowns. The development of quality commissioning practices will both reduce future cost, improve customer care and the operation efficiency of the boilers and radiators.
Working in your home
HMS commits to following our 'Customer Promises' at all times. In order that we can undertake the necessary works we ask customers to:
- Allow prompt access to your home to undertake the works
- Keep appointments, but if you have to go out please let us know
- Remove or relocate any valuables or ornaments to allow the engineer access to the work area.
- Be aware HMS will also inspect your own appliances for safety
Continuous improvement
HMS has implemented a number of innovations in order to add value to the service delivered to clients. One such innovation is the use of GPS tracking to all HMS vehicles. Visibility of this on the internet enables the client CSC to identify the engineer closest to a property for service or repair. Improved access procedures and targeted works scheduling has both improved LMH legal compliance and reduced client costs in this area.
