Reactive Maintenance.

Reactive maintenance is repair work carried out when something breaks or fails, such as a jammed roller shutter, a roof leak, a lighting failure or a heating fault. The aim is to make the site safe quickly, then fix the problem properly so it doesn’t disrupt picking, deliveries or welfare facilities for longer than necessary.

You call one number or log it through the customer portal. Our helpdesk records the job, prioritises it by risk to people, stock and operations, sends the right accredited engineer and keeps your team updated until the job is closed. Out of hours, the National Operations Centre takes the call.

Urgent issues are prioritised and the first step is always to make the site safe. Security incidents are attended in 30 minutes on average. Response times for maintenance trades depend on the trade and the priority level, and are agreed in your contract before we start.

ProFM delivers soft FM, such as security, cleaning and grounds, with its own teams. Hard FM work, such as electrical, mechanical and fire systems, is carried out by accredited partner engineers that ProFM vets, schedules and manages under your contract, so you still have one account manager, one helpdesk and one monthly review.

Every job is logged against the asset, so patterns show up in the monthly review, such as the same shutter failing every few weeks. That evidence lets us recommend a repair, replacement or adding the asset to your planned maintenance schedule, which usually costs less than repeated call-outs.