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Business: Sure Maintenance
Services: Heating and hot water
Markets: Public buildings
Date: 08/02/2021

The Guinness Partnership


We have been providing commercial servicing, maintenance and installation services to The Guinness Partnership since 2013, we successfully retained the contract in 2017 when retendered, securing the contract for 3 years (+1).

We service and maintain 75 sheltered and extra care schemes across the North of England from Crewe, Cheshire up to Newcastle in the North East, housing 2 oil and 73 gas fired plant rooms. 


Due to the wide spread nature of the properties we have added support from 45 commercial engineers, enabling us to respond to all emergency / priority jobs within the contractual response times. Resource plans are reviewed weekly to ensure resources meet demand.

The nature of the contract requires us to service / repair / maintain / install a large selection of assets – for this reason we ensured that we assigned a multi-skilled engineer to the contract. 

Due to the increase in repairs / demand we recruit additional engineers over winter; this has enabled us to maintain our service levels over the busier winter months.

Evidencing successful delivery

KPIs: ​​​​​​

  • LGSR compliance: 100% (last 36 consecutive months)
  • Response times:
    • Completed 24 hours: 92.6%
    • Completed 2 days: 100%
    • Completed 5 days: 75%
    • Completed 28 days: 100%
  • Complaints: <0.5%

Due to the experience of the Contract Manager and dedicated Helpdesk we have continued to maintain 100% compliance across all 75 sites for last 36 consecutive months, as a result of proactive and smart scheduling. 

We also service:

  • Commercial catering 
  • TMVs – bi-annual
  • Cold water boost pumps – bi-annual
  • Rain water harvest pumps – bi-annual
  • Sewage pumps – bi annual
  • Laundry equipment

Going over and above:

One of our engineers received internal recognition and a ‘Thank You’ award from TGP for his hard work and positive attitude. He was nominated by one of the Independent Living Managers at a Sheltered Scheme. “Alan comes to our scheme quite often and is always cheering up our residents. Recently we received a lot of positive feedback. He has had some difficult residents to attend to who, for example, have dementia and need a lot of reassuring. He is fantastic with them and is always very polite, jolly and well-spoken when here at the Scheme.

Mark Moore at The Guinness Partnership said:

Sure on our commercial serving are tried and trusted and always ready to listen and work with us to solve and fix issues, all while continuing to keep us 100% gas compliant across all our schemes for well over 3 years and counting.

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