service delivery
Our success is built on our extensive service offering & going the extra mile for our customers.
our approach
Bespoke solutions & delivery are at the heart of what we do. We can advise on a wide range of compliance issues to ensure the safety of your building users & the protection of your building’s valuable assets.
our helpdesk
Our service desk can be contacted by either phone or email. Out of hours calls are auto directed to our out of hours service.
T: 01376 500 411
Flexibility is key, so we have a range of packages & service level agreements to suit your requirements & budget:
- Priority 1 within 4hr
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Priority 2 within 24hrs
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Priority 3 within 72hrs
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Priority 4 within 5 days
24/7 helpdesk
We provide a 24/7 service to ensure your premises are always protected, a fixed contact will be provided for any out of hours requirements with a defined & agreed escalation procedure to ensure all requirements are met.
simpro
Our systems enable us to record asset history information to assist in trend analysis & targeted planning for future capital replacement projects.
KPI's
Our standard chain of escalation would follow on from the service desk number, to the site supervisor, the designated contracts manager & if required through to the company director. We continually monitor & track our response times with internal targets exceeding those within the contract KPI’s.
continuity
We understand that breakdowns can impact heavily on our client’s operations; we pride ourselves not only on our rapid response but also upon our first fix ratio. All our service response engineers are fully trained, operating from fully resourced vehicles to facilitate repairs on time, first time.
TESTIMONIALS
I’m grateful for your updates and for the ECG crew on site, they worked tirelessly to restore our water supply, crewman knocked on every door to explain difficulties they are facing, they did so twice. It would be good for those men to be acknowledged and praised for their efforts.
Thanks to the engineers quality of work on the recent sump pumps and drainage ppm, works carried out to high standard, something we were not used to with our previous supplier, the engineers left no mess and you provided us with a detailed report which covered everything with pictures.
Just wanted to say the support we have received this year from ONE Environmental has been superb we fully appreciate this and acknowledge that it’s not always easy to produce engineers at such short notice.