Maintenance, Project & Service Management
Morrison delivers a full range of maintenance, project and service management tools through our dedicated project team. We provide both planned maintenance and reactive building repair services. Planned maintenance services include servicing of plant such as heating, ventilation and air-conditioning systems, as well as electrical equipment testing. We also undertake maintenance to the building fabric, including gutter clearance, window frame replacement and compliance testing.
Maintenance Management
Reactive maintenance visits are triggered by the Help Desk system and are attended to within specific time limits according to the nature of the problem. These time limits are one of our KPI measures.
An innovative element of the Morrison Service is the Handy person. This person looks after a portfolio of buildings, visiting them on a regular basis and carrying out simple non-urgent tasks. They also have a proactive role carrying out Pre-Planned Maintenance checks and highlighting issues before they become reported faults.
Within contracts Morrison create comprehensive forward maintenance plans, usually on a five-year basis. This allows clients to budget for building expenditure and to avoid unexpected downtime and expense cased by reactive maintenance.
Project Management
Morrison offers a project management service which can be purchased by our clients and customers as an 'add on' to our regular FM services. This service is supported by dedicated teams that are equipped with a full range of project management tools and resources. All members of the projects division are trade qualified.
Project management services examples include:
- Capital projects: Morrison has the expertise and resources to deal with capital works programmes from conception to completion. This can be undertaken on a whole or part project basis.
- Space Planning: To ensure that clients get the best value. CAD technology is also available for space planning, new builds and/or extensions to existing premises. Information produced by our projects administration team can be held on our CAFM system.
- Sustainability: Please take a look at our practices here.
Morrison Team brings together a huge range of skills and resources to deliver our services, although we have the back up of an approved supplier list that is maintained and reviewed at regular intervals. Our projects team and approved suppliers meet strict criteria relating to Health and Safety and Finance.
All work is assigned following a closed bid process to ensure best value for each client. The process varies across closed bids, although Morrison is happy to discuss and enforce any procedure that is workable to the individual client.
Service Management
Morrison views service management as being vital for it to deliver a reliable and high quality operation. That's why we operate a Help Desk from our central office which runs twenty-four hours a day, seven days a week. It ensures that all inbound call information is recorded and processed in accordance with set service level agreements. All calls are monitored to ensure job closure and customer satisfaction.
For the estates the Morrison Help Desk runs in partnership with the Independent Accommodation Help Desk (AHD): Clients and customers contact the AHD first at they take down all the repair details, the AHD then pass that job onto Morrison for processing.
The Morrison Help Desk handles around 700 to 1000 calls a week dealing with all aspects of FM such as: Reactive faults, incidents, complaints and plaudits together with assets, replacements & lifecycle. Other responsibilities include warranties, Health and Safety, maintenance, security, cleaning and catering.
Our Help Desk ensures that the correct information for the task in hand is collated and presented to the engineers who undertake the work required. This guarantees timely completion of the jobs and customer satisfaction. Customers are also kept informed of estimated arrival times or any potential disruptions to service.
Our contact centre uses the latest technology to monitor and allocate calls. This gives the client 'real time' feedback as all jobs are logged into the system. The technology gives the client a clear indication of what's happening.
