Reactive maintenance

Our response times are one of our greatest achievements and our commitment to solving problems for customers has helped us keep reactive maintenance contracts for many years. With new smart phone technology reducing paperwork our communication and service is now even quicker.

  • DPP has built a reputation for excellent reactive services, going the extra mile to resolve issues for customers to prevent downtime and loss of trading.
  • We set service level agreements for our reactive maintenance services that give our customers peace of mind they’ll get quick attendance on site when things go wrong, by engineers who know the site and can act fast to address problems.
  • We guarantee each of our customers’ sites has an engineer within a 30 minute journey away.
  • We process 1,000 calls every week.
  • Our rate of first time fixes is close to 85% and we’re going further to get that even higher, with smart phone technology that enables quicker communication, sharing of information and easier decision-making.
  • Our highly stocked vans and close relationships with suppliers also help to maintain high rates of first time fixes.
  • We’re on call 24 hours a day, seven days a week, 365 days a year, available to work in the hours our bar, restaurant and hotel customers need us to help them keep trading.
  • Our engineers are highly skilled with qualifications they’ve achieved over 4-6 years and regular refresher courses to keep their knowledge current.
  • We also invest in expanding our engineers’ range of technical expertise to help them solve more challenges on site and address interlocking systems.
  • We operate an extensive back office system to support our front line engineers. Our customer services team looks after all estimating, procurement, customer liaison and process administration to drive fast completion of works.
  • When remedial works or new equipment are necessary, we provide cost options for shorter and long term fixes, allowing our customers to manage their budgets.
KEY PERFORMANCE INDICATORS (KPIs) REACTIVE MAINTENANCE

We work to our own performance indicators as well as those set by the industry and our customers. Our reactive maintenance KPIs include:

  • Attendance on site within agreed time frames
  • Percentage of first time fixes
  • Remedial works quotation provided within agreed time frame
  • Works completed within agreed time frame