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    Breyer B-Line: Experts in Responsive Repairs and Maintenance

    At Breyer Group we put our residents first. With our B-Line service you can be assured of an immediate response to your repair call and feel safe in the knowledge that any work will be carried out to the highest standard with minimal disruption.

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    Breyer B-Line: Experts in Responsive Repairs and Maintenance

    Emergency repairs are dealt with immediately whatever the hour of the day. For non-urgent repairs your customer service adviser will be able to give you an appointment to suit you whilst you are on the phone.

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    Breyer B-Line: Experts in Responsive Repairs and Maintenance

    Our dedicated call centre is ready for your call 24 hours a day, 7 days a week and 365 days of the year. And once we receive your call it is our mission to provide you with a completely stress-free experience.

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    Breyer B-Line: Experts in Responsive Repairs and Maintenance

    This involves repairs and refurbishments to unoccupied properties. Breyer B-Line Responsive understands the impact void properties have on our residents and the local community. Therefore it is our intention to prevent void properties becoming a place for anti-social behaviour by refurbishing them as quickly as possible.

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    Breyer B-Line: Experts in Responsive Repairs and Maintenance

    We currently have a growing fleet of 247 commercial vehicles and 17 cars, which is run through an efficient maintenance service in order to deliver a two hour response time for emergency repairs and a same day response for urgent repairs.   

Introduction

We use locally based operatives who are qualified, skilled and experienced and, importantly, who know your community. We provide them with the latest tools and equipment and are in constant contact via our state-of-the-art ServiceManager scheduling system to ensure you receive the perfect repair at
the time we promise.

It is this resident focused approach that makes us stand out from the rest. We have been delivering responsive repairs over many years for Housing
Associations and Local Authorities across London and the southeast, and have built our reputation on our consistently successful management of their
buildings.

These public bodies have come to expect the highest standards from the Breyer Group and our statistics reflect our reputation - an unbeatable 100% of emergency repairs are completed within target. But it is not just about performance. Our life changing investments in your local communities are empowering residents in all sorts of innovative ways.

Please browse our website to see how we are putting people first and making it our priority to make sure that the services we have developed remain firmly focused on you, the resident

Reporting a repair?

 

Alternatively please call our dedicated call centre on 01708 383 500 if you wish to report a repair. The call centre is open 24 hours a day, 7 days a week, 365 days of the year.

Emergency repairs are dealt with immediately whatever the hour of the day. For non-urgent repairs your customer service adviser will be able to give you an appointment to suit you (either in the morning between 08:00 and 13:00; or between 13:00 and 17:00) whilst you are on the phone.

We are in touch with our operatives at all times via our web based job management system so we will always be able to send you the right tradesperson for the job from the nearest location.

Similarly we have constant access to our supervisors’ diaries so that appointments for pre-inspections can be made where necessary.

For more complex repairs our technical support team can assist your customer service adviser with a correct diagnosis of the problem to speed the process up.

If you are worried about anything your customer service adviser can access any important property information including any special needs requirements and details of any previous repairs carried out.

When you have agreed an appointment to suit you we will give you a job reference number and contact name in case you need to contact us for any reason.

To keep you informed we will confirm your appointment by text message at the time of booking with a follow-up reminder the afternoon before your appointment, and another when the operative is on his or her way.

For your security and our training purposes all calls are recorded and logged.

First class customer service

Our dedicated call centre is ready for your call 24 hours a day, 7 days a week and 365 days of the year. And once we receive your call it is our mission to provide you with a completely stress-free experience.

Your call will be dealt with courteously and efficiently. Our customer service team is fully trained in customer care and can help diagnose the repairs you need. We have a further specialist team of technical advisers available for more complex repairs on hand 24 hours a day.

We have complete, ‘real-time’ access to our operatives’ diaries so when you call, a customer service advisor will already be in a position to make you an appointment within a two hour slot. Emergency repairs will be dealt with immediately - and don’t worry if disaster strikes at night – our ‘out-of-hours’ cover works just the same.

For further peace of mind

  • We always offer a 2 hour response to an emergency repair
  • We always offer the same day response for an urgent repair
  • We will always explain what priority your repair has been given and give you a timescale for completion.
  • We will also give you a job reference and a contact name
  • We will keep you informed of your repair’s progress all the way – right from your first call through to your aftercare
  • We will always make sure that whoever visits your home carries an identification card and follows the Breyer Group’s code of conduct
  • We will always make good and remove any debris once work has been completed

And to make sure we keep our promises we are constantly monitoring our own performance and workforce to make sure we are delivering our best. To help us do this we randomly inspect 20% per cent of completed works and ask you to kindly fill in a resident satisfaction survey to get your feedback.

 

 Feedback

LBH logo“I am just writing to convey my pleasure with the quality of service and work that you are currently providing on the kitchen and bathroom refurbishment programme.

Since June 2015, I believe that you have completed 33 kitchens and 47 bathrooms, and from the satisfaction surveys returned, you have achieved a satisfaction level of almost 100%.

The positive comments received from our customers show that you are delivering a professional and customer-focused service, and this has not gone unnoticed”

Capital Projects Manager, London Borough of Havering

Void repairs and refurbishments

This involves repairs and refurbishments to unoccupied properties. Breyer B-Line Responsive understands the impact void properties have on our residents and the local community. Therefore it is our intention to prevent void properties becoming a place for anti-social behaviour by refurbishing them as quickly as possible.

We understand that these properties are surrounded by people’s homes and we pride ourselves on working with the minimum of disruption to neighbouring residents by ensuring that void properties are reinstated within agreed timescales and often ahead of schedule. Thanks to our Voids Maintenance Teams (who are made up of both specialist and multi-skilled tradesmen and women); we aim to re-instate vacant homes within 3-20 business days depending on the level of refurbishment required.

Given our rapid response and fast turnaround of a void home we are able to return void properties back to our clients quickly, efficiently and cost effectively. This means that our clients are able to re-let these units and reduce homelessness within the local area.

All void repairs are completed to a high standard which must satisfy our team of surveyors whose role is to ensure we achieve Decent Homes standards as a minimum.

Joint Venture, Pyramid Plus:

In 2013 Breyer Group was delighted to be invited by A2Dominion to establish a joint venture company providing responsive repairs for occupied buildings and refurbishment works to vacant properties for a portfolio of 15,000 homes within the London region.

This joint venture will run for 10 years with A2 Dominion as majority shareholder. If you would like to read more about the venture please click the Pyramid Plus logo above or click here

 

Customer feedback helps us to ensure our services remain of a high quality. If you would like ot submit feedback, please follow this link in order to help us understand where we can improve the service we offer.

Customer Feedback Form

Breyer Group improves its on-the-road performance

We currently have a growing fleet of 247 commercial vehicles and 17 cars, which is run through an efficient maintenance service in order to deliver a two hour response time for emergency repairs and a same day response for urgent repairs.   

The main challenge experienced by our fleet management was the controlling of fleet performance as well as the ability to monitor our drivers’ behaviour. Before initiating the use of TomTom’s WEBFLEET it was recorded that 5.9 driving events would occur per hour.

This has forced us to look into a solution that would reduce the frequency and severity of incidents alongside the number of claims, which in turn would result in cost savings.

Nigel Wood, our Finance Manager, explained “We use the system to allocate the most appropriate contractors to jobs, optimising business efficiencies and customer response times. The TomTom’s WEBFLEET has provided the ability to obtain detailed information on driver performance.

Whilst explaining the benefit of TomTom’s WEBFLEET, Nigel added. “We used TomTom’s WEBFLEET facility as a tool to raise awareness of ‘duty of care’ as well as health and safety issues. By encouraging drivers to monitor their own behaviour through the on-board system that tracks and scores their driving, we quickly established a culture where everyone wanted to improve their scores”.

Overall, the introduction of TomTom’s WEBFLEET has completely transformed the operations methods of our fleet, allowing us to monitor and profile the performance of our vehicles with data insights on incidents. The driver-behaviour-monitoring tool has definitely caused an improvement in terms of number of reported accidents.

Case Studies