The challenge
Reacting to a business critical issue outside the scope of our TFM contract and outside of our authority. There are times when we need to act fast to prevent impact on our customers’ operating processes or if there is a serious health and safety concern.
When a major leak occurred on our customer site, outside our remit, it threatened to cause considerable damage to the foyer and first floors, our team needed to act quickly and decisively to resolve this issue.
In these situations, there is little time to weigh up our contractual obligations against allowing such an event to continue on our customers’ site. For OCS working in partnership with our customers means we often need to go beyond what is required to ensure service excellence.
The solution
Our team identified this issued and understanding the implications of allowing this leak to continue unresolved, they reacted as a matter of urgency. Our onsite Handyman immediately took control of the situation, locating the source of the leak and applying a temporarily solution to the problem until our technical team could reach the site and fully resolve the issue.
The outcome
Our close partnership with our customer made all the difference in this instance, our understanding of their business needs, their suppliers and 3rd party contractors meant we knew we could take appropriate action for the benefit of all parties concerned.
Our team’s quick and decisive action stopped extensive damage from occurring, reduced costly repair requirements and greatly reduced the risk of serious accidents. With the leak fixed it also ensured that our onsite cleaning team could commence cleaning as soon as it was safe to do so.
