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University of Birmingham – Planned & Reactive Maintenance

J Tomlinson undertakes two contracts on behalf of the University of Birmingham, with works comprising of the installation of commercial and domestic heating installations, and the planned and reactive maintenance of all heating appliances.


University of Birmingham


£120k p.a.


2014-2019 (two year extension)

Services Provided by J Tomlinson

Service, maintenance and installation of commercial and domestic gas appliances.

Project Background

J Tomlinson undertakes took contracts on behalf of the University of Birmingham; the installation of commercial and domestic heating installations, and the planned and reactive maintenance of all heating appliances. These works are undertaken across all sites, including:

  • Teaching facilities
  • Office buildings
  • Occupied student accommodation (halls of residence)
  • Tied houses

The latter contract incorporates the maintenance of domestic central heating systems and industrial burners, spanning a range of manufacturers and models. The contract is semi-inclusive, meaning that J Tomlinson absorbs the first £500 required for a repair before sourcing quotes from suppliers.

The works were previously being undertaken by two separate contractors. Upon securing both contracts in 2014, J Tomlinson kept the works under two separate contracts, but aided the university by providing one single set contact details.

We provide a 24/7/365 call-out and emergency response service within a one-hour period of notification, ensuring minimal delay to the university and its staff/students when an issue is reported. For this contract, we use dedicated engineers whom are able to carry out service and maintenance on commercial and domestic appliances within the university. This assists in programming and first-time fixes – a critical requirement, particularly during the winter months.

As per the university’s programme requirements, all annual service visits to student accommodating and tied houses are completed by August 31st, ensuring that all properties due to be occupied to the start of the new September term are fully-serviced and inhabitable.

Following a successful partnership, the university agreed to extend the contract by two years in summer 2017.

J Tomlinson Solution

J Tomlinson places a strong emphasis on security throughout all elements of our service delivery, including:

Full identification – all engineers and vehicles display a strong corporate image that is immediately recognisable. All engineers including sub-contractors, wear full identification badges displaying their name, contact details, photograph, and signature. Each badge has an expiry date and is collected when employees leave the company.

Site protocol and thorough inductions – all engineers receive a detailed site induction with outlined site rules, including access and signing in procedures, signing in and out of the university’s reception on arrival and departure. We have a procedure in place for handing back keys to the keyholder at the end of each working day or upon completion of works. Access to student’s flats is arranged through the university’s Site Management Team and Caretakers Office.

Security Checks – all engineers, including sub-contractors, undergo enhanced DBS checks.

Close Collaboration

The university have direct access to our system for real time information. This allows instant access to progress of a particular job and against programme. We provide a daily report on performance and update on each task. We are responsible for all electronic and hard copy record keeping duties and make all documentation available to our client upon request.

Our Contract Manager attends three monthly meetings at the University to further discuss contract progress. The Contract Manager also maintains close liaison with the university’s Contract Administrator to ensure that all works are carried out as specified.

J Tomlinson receive monthly scores from the university, which are determined by productivity levels and perceived performance. The business has scored consistent 4 and 4.5 scores since commencement of the contract.

Added Value

J Tomlinson works closely with the university to incorporate added value into its service delivery at every possible opportunity, with a view to aiding forward-planning for the university, reducing costs, and minimising disruption.

Examples of systems introduced to add benefit include:

UNIFORMED APPLIANCES – advising the client to utilise the same manufacturer for boilers across the site, assisting with better on-site stock levels.

IMPRESS STOCK SYSTEM – the university agreed to allocate J Tomlinson a fully secure unit on site to enable us the storage of spare parts – helping us to continue to achieve fast, first-time repairs.

Preferred engineers –  J Tomlinson has a pool of preferred engineers who meet the company’s required standards for call-out repairs, including:

  • Extensive experience undertaking service and maintenance and domestic appliances.
  • Site familiarity
  • High record of first-time fixes.

LIFE CYCLE PROGRAMME – J Tomlinson compiles and maintains life cycle programme documents showing – at a glance – the life expectancy details of each installed appliance across the university. Each appliance is assessed upon call-out visits/annual services and allocated according to their condition and age. This is shared with the university, helping to aid budgeting and forward-planning.