What channels does the UKBPM helpdesk accept?

The UKBPM FM helpdesk accepts service requests via telephone (0203 693 3824), email (info@ukbpm.co.uk), and web contact form. All requests are logged immediately with a unique reference number regardless of the channel used.

How are helpdesk requests prioritised?

Requests are triaged on receipt into four categories: Emergency (2-hour SLA), Urgent (4-hour SLA), Planned (72-hour scheduling), and Statutory (pre-scheduled). Priority is assessed based on safety risk, operational impact, and contractual SLAs.

Does the helpdesk provide reporting?

Yes. UKBPM provides regular helpdesk performance reports covering jobs received, jobs completed, open requests, SLA compliance by category, average response time, and contractor performance. Reports are in plain English and available on a frequency agreed with the client.

FM Helpdesk Operations

A dedicated facilities management helpdesk managing every inbound service request — by phone, email, or web form — triaged, assigned, tracked to SLA, and reported. Your single point of contact for all building maintenance needs.

How It Works

The Helpdesk Request Journey

From first contact to closed job — every request follows a structured, documented path.

Phone

Call received

Email received

Web Form

Online request

Work Order

Logged & referenced

Triage

Prioritised

Assign

Engineer dispatched

Resolved

Job signed off

Report

SLA reported

Multi-channel Intake

Phone, email, and web form — all requests are logged to the same system with equal priority and a unique reference number assigned immediately.

Intelligent Triage

Every request is assessed on receipt: Emergency / Urgent / Planned / Statutory. SLA clock starts. The right engineer or contractor is identified.

Live Tracking

Jobs are tracked from assignment through to completion. You can request a status update at any time using your work order reference.

SLA Reporting

Regular reports show jobs received, completed, open, and SLA compliance rates. Full visibility of your building's maintenance performance.

FAQ

Helpdesk — Common Questions

What number do I call for a maintenance request?

Call 0203 693 3824 for all maintenance requests and emergencies. You can also email info@ukbpm.co.uk or use the web contact form. All channels are monitored and logged.

How quickly will my request be acknowledged?

All requests are acknowledged immediately on receipt with a work order reference number. Emergency requests result in immediate dispatch within the 2-hour SLA. For non-emergency requests you will receive a scheduled attendance confirmation within 4 hours.

Can I track the status of my maintenance request?

Yes. Quote your work order reference number when contacting us and we will provide a full status update. When your job is completed you receive a confirmation with the sign-off documentation.

What reporting does UKBPM provide on helpdesk activity?

UKBPM provides regular reports (weekly, monthly, or quarterly — your choice) covering: total jobs received, jobs completed, open jobs, SLA compliance rate by category, average response time, and contractor performance. See our Reporting page for full details.

One Number. One Point of Contact. Full Accountability.

Let UKBPM become your building's single point of contact for all maintenance and facilities requests. Senior-led, fully documented, always reported.

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