Log Maintenance Calls – Rail Units

What you need to know…

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The maintenance helpdesk is operational from 09.00 to 17.30 Monday to Friday

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All rail units should log maintenance jobs via the maintenance helpdesk, air units should follow

the SGP process

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Under no circumstances should the unit contact the contractors directly. The contractors will not

action any jobs unless it is placed via the helpdesk

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The maintenance helpdesk number is

0207 543 3397

and all maintenance related calls should

come through this number

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An out of hours service is operational between 17.30 and 09.00 Monday to Friday and all day

Saturday and Sunday inclusive of all Bank Holidays.

Only business critical jobs are to be

placed during this time.

Operations Managers and Operations Directors will be notified if the

out of hours service is used to place B or C callouts

How we do it…

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Before logging the call you need to decide on a priority category based on the urgency of the

maintenance problem and how quickly you need an engineer to attend

•

Category A

– Emergency: within 2 – 4 hours – business critical only (very high cost)

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Category B

– Urgent repairs: within 24 hours (medium cost)

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Category C

– Non-urgent repairs: within 5 working days (lowest cost)

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Once you have agreed the category, phone the maintenance helpdesk on

0207 543 3397

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You will need the following information to hand:-

¾

Unit Number

¾

Contact telephone number

¾

Any asset/serial numbers of the problem equipment

¾

Be prepared to explain the full nature of the problem

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You will be given a reference number which you must log in your Shift Standards Planner & for

future reference should you need to follow the call up

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Should you need to follow the call up then you can do this by calling the helpdesk, quoting your

reference number, who will in turn contact the appropriate contractor and report back to you

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For any non-urgent queries, the helpdesk can also be contacted via the following email address

–

[e-mail]

August 2009

Unit Managers

You are responsible for…

• Having an effective cleaning schedule in place
• Reporting any faults in a timely manner
• Taking all necessary steps to protect the public & the company by following food safety
procedures if a fault arises with food storage or display equipment
• Recording all maintenance calls & reference numbers in your Shift Standards Planner
• Recording all contractor visits in the attendance log in the Shift Standards Planner
• Following up on any outstanding logged calls in a timely manner & recording the outcome
in your Shift Standards Planner