Reactive maintenance · Across the UK

Reactive maintenance, owned until it is fixed

Faults are unavoidable. The silence after a report is not. Every issue is triaged, attended, chased and closed with a clear record.

Request a proposal Attendance times
Emergencies 24/7 within 2 hours A named owner for every job English & 中文
Reactive jobIllustrative, not live data
Example job ticketWater leaking from a ceiling in a common area
  1. 1
    ReportLocation, urgency and photos logged
  2. 2
    TriageEmergency or non-emergency
  3. 3
    AssignA named owner within Homoon FM
  4. 4
    Approve costsWithin your agreed threshold
  5. 5
    Verify and closeFixed, not just attended

An example job. Not a real report.

Attendance times2 hours emergency, 24/7 Cost controlYour approval threshold Ways to reportStaff, phone line, email

Scope

What our reactive maintenance includes

Reactive work can involve any building system. Our maintenance scope has no system exclusions.

Issue logging

Location, description, urgency and evidence such as photos.

Triage

Emergency or non-emergency, which sets the attendance time.

Attendance

Our own staff or a specialist, with the information and access they need.

Progress chasing

Quotes, parts and return visits followed up so the job keeps moving.

Occupier updates

The person who reported it kept informed, especially when access, comfort or trading is affected.

Closure reporting

What was done recorded; closed only once resolved.

Service commitments

Our attendance times

Emergencies are attended within 2 hours, 24 hours a day, 7 days a week, including nights, weekends and bank holidays.

Emergency attendance 24/7
Emergency attendance
2hours

24/7, every day of the year.

Non-emergency attendance
48working hours

For issues that are not emergencies.

Response
24working hours

Every reported issue receives a response.

Progress updates
72hours

Until the issue is closed.

Cost control

Spending kept within limits you set

Each client agrees an approval threshold with us, so urgent work is not held up and larger costs are never a surprise.

  1. Agreed once

    Set your threshold

    We agree an approval threshold with you at the start.

  2. Within threshold

    Work goes ahead

    Repairs within the threshold proceed without delay.

  3. Above threshold

    You approve first

    Anything above it is sent to you for approval before it goes ahead.

Recurring faults

Stop paying for the same repair twice

Reactive data shows where a building is struggling. Monthly reporting highlights repeat problems so they can be fixed through planned works under our hard FM service.

  • Unresolved or recurring faults escalated
  • Subcontractors measured against KPIs we set
  • Our own staff and specialist subcontractors
Monthly report: repeat faultsIllustrative, not live data
  • Entrance door closerReported several times
    Repeat faultPlanned replacement
  • Stairwell lightingSame circuit each time
    Repeat faultPlanned works
  • Heating in meeting roomsSeasonal complaints
    Repeat faultAdded to PPM

Example only. Not a real building.

Reporting

Several ways to report an issue

However it arrives, every issue gets a named owner within Homoon FM.

On-site staff

Tell our team in the building.

Emergency phone line

For urgent problems, day or night.

Email

For non-urgent issues, with photos if you have them.

QR-code reporting

Upload photos and videos straight into our system.

Coming soon

Who it is for

For anyone tired of chasing repairs

Whole buildings or single floors, across all property types, including student accommodation.

Managing agents

Dependable reactive repairs across their properties.

Owners and investors

Repairs handled promptly and evidenced, without managing every contractor.

Corporate occupiers

Confidence that a reported issue will be owned and resolved.

Related

Related services

Hard FM

Planned maintenance that reduces reactive work.

Hard FM

Compliance

Checks, certificates and remedial actions tracked.

Compliance management

Client portals

Work orders and reports in one place.

Client portals

Questions

Frequently asked questions

How quickly do you attend?

Emergencies are attended within 2 hours at any time of day or night, every day of the year. Non-emergency issues are attended within 48 working hours. Every report receives a response within 24 working hours, with progress updates within 72 hours.

Who carries out the repairs?

Our own staff and specialist subcontractors. Subcontractors work to KPIs set by Homoon FM so that quality stays consistent.

How are repair costs approved?

We agree an approval threshold with each client. Work within the threshold proceeds straight away, and anything above it needs the client's approval first.

How do occupiers report a problem?

Through our on-site staff, our emergency phone line for urgent issues, or by email. A QR-code tool for uploading photos and videos is coming soon.

Will occupiers be kept informed?

Yes. Occupier communication is part of the process, particularly when works affect access, comfort or trading, and updates continue until the issue is closed.

Get repairs under control

Reported issues slow to fix or hard to track?

Tell us about the building and the problems you are seeing, and we will suggest a practical next step.

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