Back to FAQ's

There are certain periods when the level of calls we receive asking for help
increases – opening and closing times, during bad weather and after the weekend – these are the common times when people discover that there is a problem with their door. But how do we manage this varying workload?
 
All calls are allocated a target response time that relates to the issue with the door. We use the information provided by our customers when they log the call to determine which bracket the call should fall into:

Critical emergencies are identified as:

• The door is fixed closed, cannot be opened manually or electronically and is the only door available
• The door is fixed open, cannot be closed manually or electronically and is the only door available
• The door poses a Health and Safety risk to personnel
• The door poses a security risk to personnel

We aim to attend to critical calls on the same day they are logged.

Urgent calls are identified as:

• The door will not function automatically, but can still be used manually
• The door has failed, but there are other doors available

We aim to attend to urgent calls within three working days

Routine calls are identified as:

• The door still functions, but may be making a noise or is not functioning smoothly
• The fault appears intermittently

We aim to attend to routine calls within seven working days.

We will also take into account other factors such as the building closing time. You can help us to correctly log your call by providing as much information when you log your call – more often than not, calls logged simply tells us that the door isn’t working!