The service department is operated between 9am and 6pm, 7 days per week. Outside office hours duty engineers take calls. If their mobile telephone is on a message service, your call will be returned as soon as possible.

If circumstances beyond our control delay our arrival by more than 2 hours from the agreed time, we will call to let you know, and/or to reschedule.

While taking details of your service call we will try to establish exactly what the fault is to enable us to rectify it in one visit by bringing the relevant accessories needed to effect the repair. If there are related systems on site, which need attention but have not been reported as faulty, it may not be possible to rectify on the same visit.

The company holds a range of equipment loan stock for substitution when customers’ equipment fails. Loan stock is allocated on a first-come basis. Customers requiring a guarantee of availability should discuss this with the company. The company reviews the level and diversity of loan stock on a regular basis and makes the appropriate changes based on current and forecast usage.

The company carries approximately 2 months supply of consumables and spares in our base and on vehicles. These cover a wide range of systems and are to be used for repair of most common faults. Other faults may require specific items that will be ordered as needed. If this is the case we will advise you of the Likely time scale.

Any item sent in for repair will be inspected and repaired within 2 weeks of the service call. If this period is extended for any reason we will contact you with a target completion date. On inspection, if the estimated cost of repair including parts and labour is more than £250 we will ask your authority to proceed by Letter/email

If, on inspection, the cost of repairing the item (outside warranty) is in excess of 75% of the equipment’s replacement value, we will notify you by Letter together with our recommendation and estimate for replacement.

Any letter we send you concerning service department repairs will be followed up by telephone a week later and then a week after that. If we have had no decision after the second call, the item will be returned to the ‘holding area’ in our stores and no further action will be taken.

In the event that following a service visit by our engineer further action is required to clear the fault, we will call the site within 24 hours with details of our proposed action plan, time scale and likely result. Additional visits may require us to coordinate with product manufacturers or working outside normal hours.