Monday, 9 May 2016


Our front line engineers delivering your repairs

Our engineers are on the front line. They are the face of CarillionAmey, the key people who come to your homes and fix your repairs. It’s really important that at the outset of any appointment, they provide good customer care by calling ahead to confirm appointments; are respectful of your home and your belongings and tidy up when the job is done. It’s also important that they have the right qualifications and are security cleared so that you have faith in them; and they are supported effectively by us so that they can complete more repairs first time.
So who are these engineers and what do we expect of them? For those families living in UK Service properties maintained by CarillionAmey, we employ a wide variety of engineers from multi-purpose tradesmen; plumbers; heating engineers and specialists. All their qualifications are checked, making sure they hold current trade qualifications and they are all security cleared.  For example, all our gas heating engineers must hold the nationally recognised gas safe qualification. Our specialists come from companies that are subject matter experts in their fields; pest controllers, damp specialists, lift inspectors, play park specialists, chimney sweeps, radon and asbestos specialists and street lighting and fire alarm specialists.
Some repairs are simply rectified and can be dealt with swiftly, others take more time because they need thorough investigation to determine the root cause of the problem.  Occasionally, this becomes an on-going exercise for the specialist and they may need other engineers to undertake additional work to assist them. Even with the best scheduling, this can involve a series of appointments and this inevitably impacts on you. This is never ideal but if we can do our best to make sure that all our engineers are efficient, polite, understanding and customer focused, it can make things a little easier for you.  
Our current improvement plan is aimed at making things work more efficiently and with greater understanding of your circumstances as Armed Forces families. To assist, we are increasing the number of engineers in certain trades and in areas where we have a shortfall. We are providing better customer care training for all engineers and we are monitoring and measuring our engineers’ performance on their ability to call ahead to confirm appointments.   

We know how important it is for us to deliver the service you deserve and the performance of our engineers is key. We would love to hear from you if you have good or bad feedback on CarillionAmey engineers. For those who have done a great job, it helps to give them a deserved pat on the back for a job well done and to flag up best practice to their colleagues. For those who have failed to impress, it helps us to investigate what’s gone wrong, why and what we need to do to drive improvement where it’s needed.  Please let us know about your experiences by contacting us.