How Lord prioritise emergency responses for contract customers

The team at Lord Combustion Services are ready to be called out in an emergency for contract customers to ensure they have access to hot water and heating. Working with over 1000 clients across a range of sectors, we ensure customers have peace of mind when the worst possible situations arise.

How we work

Operating since 1982, Lord Combustion Services colleagues draw upon wide experience of providing heating and hot water services for schools, sports stadiums, care homes, plus NHS and health sector properties.

All of our activities are based on our principles of quality, value, safety and reliability. Continued success has enabled the company to offer a wide range of services whilst maintaining a steady growth.

Ongoing commitment to our clients’ evolving requirements ensures that we provide economic, efficient, sustainable and innovative solutions.

All calls are processed through a bespoke web hosted software system which uses handheld devices to provide real time communication and data capture with our engineers.

Lord Combustion Services Engineer Kelvin At Work

Our approach

We specialise in the service and maintenance of heating and hot water equipment, including a 24-hour contract customer emergency call out facility.

Our technical management team are qualified commercially and in engineering design. They offer solutions to customer enquiries providing reliable and efficient support when the pressure is on.

Customers know that if they need an emergency call out a qualified engineer is on hand to ensure that their issue is dealt with promptly. Further support is available from the senior management team. 

Our senior management team retain strong links with long standing customers, many of whom appreciate their loyalty and continued support.

Service successes

A recent call from a local elderly persons home required assistance for their failed heating and hot water equipment.

A visit by our field based engineer confirmed the single boiler serving the property had suffered catastrophic failure.

Our technical management team were able to co-ordinate the delivery and connection of a temporary boiler to reinstate heating and hot water services.

Heating and hot water was reinstated to the home within eight hours of the original call.

Upon reinstatement of the services, Lord worked with the client to develop a design and programme for the replacement and upgrade of the plant room, the plant room refurbishment was undertaken with no down time of services to the residents.

The design included system redundancy in order to prevent the problems encountered with the existing systems reliance on one appliance.

An holistic review of the use of the occupied spaces enabled areas to be zoned, improving both occupancy comfort and energy efficiency whilst ensuring that areas were not heated when unoccupied.

Crop Elderly Photo

As leading commercial heating, hot water and ventilation specialists who have served the Black Country and West Midlands for more than 40 years, we ensure clients know they can rely on us in the worst situations. We recognise the responsibility of providing essential services to vulnerable clients including healthcare providers, the NHS, elderly persons homes, sheltered housing schemes and schools.

During the Covid-19 pandemic we undertook a large number of equipment installations whilst maintaining a high level of reactive emergency service support for clients with our 24 hour service remaining fully operational. A typical response time from call to attendance on site was less than two hours. We did not miss customer service appointments and response times to breakdown calls were prompt. Our first-time fix rate improved.

This has been a team effort, with work going on into maintaining and improving our standards of service, despite COVID restrictions putting even more pressure on our clients and our own business. We have improved customer service and increased efficiency while ensuring every client knows that if they need them, they can call out Lord for help 24 hours a day, seven days a week.”

New Transit Custom Limited Diffused Silver Trust Ford

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Call us now: 0121 544 4191