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Planned and Reactive Maintenance

What's changing?

From 1st October 2015, the service that KCC currently provides for Planned and Reactive Maintenance will be changing. The KCC Property Service Desk will no longer be your point of contact for reactive building maintenance including all Classcare claims.

Why have we made these changes?

Following feedback from schools regarding the current services we are making these changes to improve the service that you receive. These include:

  • a higher level of service
  • the ability for schools to have live access to the helpdesk system so that you can see when your next inspection is due, test certificates and progress of any reactive calls
  • quicker response and rectification times
  • a dedicated 24 hours a day, 365 days a year point of contact and service provider
  • the ability to access other services  such as landscaping, handyman services

Who is the provider for my area?

  • Skanska  - covering schools in the following Districts: Dartford and Gravesham, Tunbridge Wells and Sevenoaks Helpdesk: 0800 901 2464, westkenthelpdesk@skanska.co.uk
  • Amey – covering schools in the following Districts: Tonbridge and Malling, Maidstone, Ashford, Shepway Helpdesk: 01622 624003, midkentschools@amey.co.uk

What services will be available?

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

Can non KCC schools and Academies, free Schools, UTCs, and any other School that receives funding from DFE access services?

Any school in Kent can access these services via 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

NoNo

2

Resultant works from the above LFSI services within scope of Classcare Package 1 scheme

No

YesNo

3

Resultant works from the above LFSI services NOT within scope of Classcare Package 1 scheme

NoNoYes

4

Other Reactive Maintenance requests within scope of Classcare Package 1 scheme

No

YesNo

5

Fabric Maintenance not included within Classcare Package 1

No

NoYes

6

Mechanical, Electrical and Plumbing Maintenance not included within LFSI or Classcare Package 1

No

NoYes

7

Relamping

 No 

No

Yes

8

Portable Appliance Testing

NoNoYes

9

Security, Access and Intruder Systems Maintenance

No

No Yes

10

Building Management Systems Maintenance

No

NoYes

11

Standby Power Systems Maintenance

No 

No Yes

12

Audio Visual Equipment Maintenance

NoNoYes

13

Television Cabling

NoNoYes

14

Handyman and Portering Services

NoNoYes

15

Clocks Maintenance

NoNoYes

16

Locksmith Services

NoNoYes

17

Hard and Soft Landscaping Services

NoNoYes

18

Green / Brown Roof Management

NoNoYes

19

Internal Planting

NoNoYes

20

Snow Clearance

NoNoYes

How quickly will my order or call be dealt with?

All service requests need to be made by contacting the relevant provider in your area and logging a call with the helpdesk.

PriorityDescriptionResponse TimesExamples
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
  • Loss of electrical power in some parts of the building
  • Substantial roof leak not causing an immediate H&S hazard
  • Loss of heating / hot water
CMatters 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 / drainage faults such as urinals not flushing or slow drain
  • Repair to lighting
DMatters of a routine nature
  • Respond within two business days
  • Permanent rectification within 5 business days
  • Repairs to sheds / out buildings
  • Non urgent lighting repairs
  • Non urgent rainwater guttering repair
  • Non urgent ironmongery repair
  • Plug sockets not working
  1. Response time: The point in time when an email or telephone acknowledgement is received by the caller from the TFM Contractor's Helpdesk
  2. 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
  3. Permanent Solution time: The point in time when a permanent solution to the reactive service request is achieved by the Contractor

Please speak to your relevant TFM Contractor as call out charges may apply.

How do I track progress on my service request?

The service provider 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.

Who do I contact at KCC if I have any questions?

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

What if I have a compliant about the service that I am receiving from one of the providers?

Please ensure all service requests are reported to the relevant providers Helpdesk. If you experience any issues with the service provided, please raise your issue / complaint by emailing the relevant provider copying in buildmaintenq@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 your usual emergency contacts and the provider in your area instead of KCC Property Service Desk.