A broken boiler is any tenant’s worst nightmare. That’s why our team is on hand 24/7 to make sure your tenants’ heating systems are efficient, effective and safe.
When the worst happens, you want to know that your tenants’ heating systems will be repaired quickly, that’s why we manage all repairs in-house through to completion – and we keep you and you’re your tenants informed of progress every step of the way.
Diagnosing issues right first time
Our dedicated customer service centre is available 24 hours a day so that customers are never left waiting when their heating or hot water stops working.
Some breakdowns are due to simple fixes, so our customer service centre will discuss some simple and safe checks that customers can do at home which may avoid the need for an engineer appointment.
But when these simple checks don’t get things working again, we use details of previous engineer visits and warranty information to diagnose problems correctly and allocate an engineer with the correct tools and skills to fix the problem.
A highly trained team
Our dynamic resource scheduling tool and locally based engineers helps to ensure that all booked appointments go to the next available engineer with the relevant qualifications, skill sets and van stocks, so we complete the job right first-time.
Support for vulnerable customers
We work with clients to identify vulnerable customers, understand their specific needs, and add notes to our systems so that everyone at Liberty can support them in the correct way. We have staff across the country who have completed Dementia Friends training, Mental Health Awareness and Mental Health First Aid and have robust process in place to safeguard your customers and our staff at all times.
Boiler repairs a year
BS 7593:2019 Standard
We comply with the standard and fit a permanent in-line filter and carry out a chemical clean and fresh water flush before an inhibitor is added to ensure systems are performing at their optimum level.
We implemented this to improve the way residents use energy in their homes to maximise energy efficiency e.g., smart controls with automation and optimisation functions.
Our control centre will identify the issue with the customer on the phone or webchat and assign an engineer with the correct van stock to the address. This enables us to send the right person to every job. In some instances a delivery driver can be allocated to the contract reduce the need for off-site parts purchases.
Customer engagement is a top priority for us. Meeting with hard-to-reach customers to express the importance of maintenance and ask if there are any outstanding repair requirements has a highly successful response as it minimises ‘no access’ and decreases responsive repairs. This provides cost savings for our clients, as preventive maintenance reduces the amount of responsive repairs required in the future.
Customers can call our contact centre 24/7 or speak with us on webchat to book, amend and cancel appointments anytime. Customers receive text messages to confirm when appointments are booked and to remind the customer of upcoming appointments.
To ensure that we exceed your specified KPIs, our management team proactively monitor each job as well as individual engineer performance. We use this information, along with real-time progress updates to continually identify areas for improvement and ensure we’re achieving your required KPIs.