Planned and Reactive Maintenance

The contract with Skanska for Planned and Reactive Maintenance came into effect on 1 November 2022.

The new management arrangements of the authority's buildings is carried out by Skanska with one single helpdesk and contact details for all building-related faults across the county

The new helpdesk gives colleagues the ability to log all building-related faults and urgent health and safety matters from anywhere in the county with the same email address or phone number.

From 1 November 2022, please use the following details to contact Skanska:

Email: Kenthelpdesk@skanska.co.uk
Telephone: 0800 901 2464

Skanska - available services

The scope of services available to Schools for which KCC are responsible are set out in the table below:

Services for non KCC schools and Academies, free Schools, UTCs, and any other School that receives funding from DfE

Any school in Kent can access these services by contacting the Helpdesk and placing an order, you will be advised of any charges when you place your order.

	Services	KCC Funded (for schools where KCC is responsible)	Classcare Scheme Funded	Schools Funded
1	Landlord Funded Statutory Inspections (LFSI) including Gas and Oil Boiler servicing and safety inspections Lifts, Fixed Hoists and Conveyance Systems annual testing and maintenance Fire Alarms and Emergency Lighting annual service and testing Fixed Wiring Testing and C1 and C2 rectification works (not portable appliance testing) Gas Catering Equipment and Kitchen Gas Installations annual inspection and servicing Water Hygiene Risk Assessments and Reviews Asbestos Management Surveys Tree Safety Surveys	Yes	No	No
2	Resultant works from the above LFSI services within scope of Classcare Package 1 scheme	No	Yes	No
3	Resultant works from the above LFSI services not within scope of Classcare Package 1 scheme	No	No	Yes
4	Other Reactive Maintenance requests within scope of Classcare Package 1 scheme	No	Yes	No
5	Fabric Maintenance not included within Classcare Package 1	No	No	Yes
6	Mechanical, Electrical and Plumbing Maintenance not included within LFSI or Classcare Package 1	No	No	Yes
7	Relamping	No	No	Yes
8	Portable Appliance Testing	No	No	Yes
9	Security, Access and Intruder Systems Maintenance	No	No	Yes
10	Building Management Systems Maintenance	No	No	Yes
11	Standby Power Systems Maintenance	No	No	Yes
12	Audio Visual Equipment Maintenance	No	No	Yes
13	Television Cabling	No	No	Yes
14	Handyman and Portering Services	No	No	Yes
15	Clocks Maintenance	No	No	Yes
16	Locksmith Services	No	No	Yes
17	Hard and Soft Landscaping Services	No	No	Yes
18	Green or Brown Roof Management	No	No	Yes
19	Internal Planting	No	No	Yes
20	Snow Clearance	No	No	Yes

Response times for your order or call

All service requests need to be made by contacting the helpdesk, where your call will be assessed and prioritised appropriately.

Priority	Description	Response Times	Examples
A	Matters giving rise to an immediate: health and safety security or business continuity risk	Respond within 15 minutes Initiate an interim solution within two hours Permanent solutions to be achieved within 48 hours of Health and Safety Call Security measures must be permanently rectified within 24 hours	Fire alarm non operational Unsafe gas catering equipment Sparking or burning of main electrical board Lift Entrapment
B	Matters which: prevent or severely restrict the school conducting normal operations	Respond and implement, an interim solution within three hours Permanent rectification to be achieved within two business days	Loss of electrical power in some parts of the building Substantial roof leak not causing an immediate H&S hazard Loss of heating or hot water
C	Matters which impinge upon the proper working of the school in relation to all users	Respond and implement an interim solution within six core service hours Permanent rectification to be achieved within four business days	Minor roof leak Minor plumbing or drainage faults such as urinals not flushing or slow drain Repair to lighting
D	Matters of a routine nature	Respond within two business days Permanent rectification within 5 business days	Repairs to sheds or out buildings Non urgent lighting repairs Non urgent rainwater guttering repair Non urgent ironmongery repair Plug sockets not working

Response time: The point in time when an email or telephone acknowledgement is received by the caller from the TFM Contractor's Helpdesk
Interim Solution time: The point in time when the Contractor attends site and makes safe or achieves an interim fix to the reactive service request
Permanent Solution time: The point in time when a permanent solution to the reactive service request is achieved by the Contractor

Tracking progress on your service request

The helpdesk will provide regular updates on progress of service request. You will also be able to access the helpdesk system to obtain a live status of your service request.

KCC contact if you have any questions

If you require any further information please email estates.enquiries@kent.gov.uk.

What to do if you have a complaint about the service that you are receiving from one of the providers

Please ensure all service requests are reported to the Helpdesk. If you experience any issues with the service provided, please raise your issue or complaint by emailing the Helpdesk copying in estates.enquiries@kent.gov.uk and classcare.enquiries@kent.gov.uk detailing the nature of your complaint. This will then be monitored by KCC, and we will contact you directly if appropriate.

What do I do in an emergency?

In case of an emergency, please contact the Helpdesk 24 hours a day, seven days a week.