Frequently Asked Questions
1. What happens when I call the 0800 number, will an operator answer or is it automated?
Yes, our call centre operators are here to help and take your call personally, every weekday from 7.30am - 5.00pm. Outside of these hours there is a very efficient answer service that quickly transfers your message to a monitoring service. We are usually able to respond to calls within 20 minutes.
Yes, our call centre operators are here to help and take your call personally, every weekday from 7.30am - 5.00pm. Outside of these hours there is a very efficient answer service that quickly transfers your message to a monitoring service. We are usually able to respond to calls within 20 minutes.
2. Can I track the progress on my job with you if I’m not on site?
Yes, each job has its own, unique tracking system that allows customers to track progress online. This requires a simple set-up process, so only designated people are authorised to enter the system. Let us know at any time and we'd be happy to set-up a tailored system for your needs.
Yes, each job has its own, unique tracking system that allows customers to track progress online. This requires a simple set-up process, so only designated people are authorised to enter the system. Let us know at any time and we'd be happy to set-up a tailored system for your needs.
3. It’s imperative we have costs under control, do you provide estimates or quotes before work commences?
Yes, we allocate budgets to our electricians when we issue each job, these are set by our clients. If the work required will exceed the budget the electrician assesses what is required and gives us an estimate of the costs over the budgeted amount, we then communicate with the client as to whether they would like us to continue or provide an official quote for the additional work to be completed, once it is approved on a future date.
Yes, we allocate budgets to our electricians when we issue each job, these are set by our clients. If the work required will exceed the budget the electrician assesses what is required and gives us an estimate of the costs over the budgeted amount, we then communicate with the client as to whether they would like us to continue or provide an official quote for the additional work to be completed, once it is approved on a future date.
4. How will I know an approved NFM contractor, do they have ID?
Yes, our tradesmen are easily identified by uniform, name tag or branding.
Yes, our tradesmen are easily identified by uniform, name tag or branding.
5. If scheduled maintenance is completed, will you let us know if additional work is required?
Yes. Once the maintenance is completed, if any additional works are required we will communicate with the client and provide any recommendations and costs so they can decide whether they want to go ahead.
Yes. Once the maintenance is completed, if any additional works are required we will communicate with the client and provide any recommendations and costs so they can decide whether they want to go ahead.
6. Once a job has been completed, can you provide us with a list of preventative measures for us to consider for future wherever possible?
Yes. Once a job has been completed, whenever possible, we will advise our client of any preventative measures that could be put in place that will prevent these electrical issues from occurring and ultimately reduce your costs.
Yes. Once a job has been completed, whenever possible, we will advise our client of any preventative measures that could be put in place that will prevent these electrical issues from occurring and ultimately reduce your costs.
7. We keep detailed KPIs, can your system track, log and report these to us?
Yes. We can provide our clients with reports on demand, with any details they require regarding their call-outs, from how many there have been at a specific site, to the actual faults that have occurred. Our clients can then analyse where their costs are occurring and we can recommend what can be done to reduce them.
Yes. We can provide our clients with reports on demand, with any details they require regarding their call-outs, from how many there have been at a specific site, to the actual faults that have occurred. Our clients can then analyse where their costs are occurring and we can recommend what can be done to reduce them.
8. If I’m not happy with the standard of work, who do I register my concerns with?
Please call the 0800 number or email the call centre as soon as possible. We need to know so we can deal with the issue and ensure it doesn't occur again.
Please call the 0800 number or email the call centre as soon as possible. We need to know so we can deal with the issue and ensure it doesn't occur again.
9. Our business has stringent compliance codes to adhere to, are your people experienced with these standards and the paperwork required?
At the start of a new contract we establish what our client expects from us, how they would like us to manage their call outs, and planned maintenance work requests from beginning through to completion. This may be via email, a phone call, accessing their own job services systems, or a combination. Our electricians are well aware of our client protocol and our expectations of them.
At the start of a new contract we establish what our client expects from us, how they would like us to manage their call outs, and planned maintenance work requests from beginning through to completion. This may be via email, a phone call, accessing their own job services systems, or a combination. Our electricians are well aware of our client protocol and our expectations of them.
