Part of the VHL Group, Trusted Since 1992
Part of the VHL Group, Trusted Since 1992
Our performance across this period reflects what we consider the baseline standard — not a best-case highlight. These are the numbers our contracts are held to, and the numbers we consistently meet.
| KPI | Our Performance |
|---|---|
| Gas Safety Compliance | 100% |
| Appointments Made & Kept | 98%+ |
| First-Time Fix Rate | 95% |
| Emergency Response (within 4 hours) | 99% |
| Emergency Response (within 4 hours) | 95%+ |
These aren’t targets we’re working towards. They’re the standard we operate to — contract by contract, property by property.
Gas safety compliance is the most consequential obligation a housing provider carries. A missed visit, an overdue certificate, or a gap in the programme isn’t just an administrative failure — it’s a regulatory breach and a risk to residents. We treat it accordingly.
Across every active contract, VHL Mechanical maintains 100% gas safety compliance. Every property is visited. Every certificate is issued. No property expires without action.
This is achieved not through last-minute chasing but through a system designed to prevent gaps before they open. Scheduling is automated. Certificates are generated and validated at the point of job completion. Access failures and refusals are flagged immediately, escalated, and rebooked without delay. Our compliance dashboards give client teams live visibility of programme status at any point — no waiting for a monthly report to find out where things stand.
For housing providers, 100% gas safety compliance means zero regulatory exposure on one of the highest-risk areas of your statutory obligations. That’s what we deliver, consistently, and what we’re prepared to be held to in any contract we sign.
Failed appointments cost more than most contracts account for — in resident frustration, repeat scheduling, management time, and the knock-on effect on satisfaction scores. Our 98%+ attendance rate reflects a simple operational commitment: when we say we’ll be there, we’re there.
Engineers are tracked in real time. Residents receive advance notice of their appointment window and are notified of any changes promptly. Our field management system flags potential scheduling conflicts before they become missed visits, and our coordination team actively manages any disruption to the day’s programme.
For clients, this translates directly into fewer complaints, lower re-attendance costs, and a resident-facing service that reflects well on your organisation as much as ours.
An engineer visit that doesn’t resolve the issue the first time is a cost that compounds — for the resident who’s still waiting, for your complaints team, and for your repairs budget. Our 95% first-time fix rate is the result of engineers who are properly equipped, well-briefed before arrival, and experienced across the full range of faults we’re called to attend.
Every job is reviewed before dispatch to ensure the attending engineer has the parts, information, and access details they need to complete the work on the first visit wherever possible. Where specialist materials or follow-up works are required, residents and clients are informed clearly, with a confirmed return date booked before the engineer leaves site.
When a resident has no heating in winter, a major leak, or a safety-critical fault, the response time is everything. Our 99% emergency response rate within four hours reflects an operational structure built around that reality — not aspirational, not average, but consistent.
Emergency jobs are triaged and dispatched immediately through our field management system, with the nearest available engineer routed to site and the client notified in real time. Our out-of-hours coverage ensures the same standard applies around the clock, not just within office hours.
For housing providers, this performance is your evidence base when residents escalate and when regulators ask questions.
Resident satisfaction is the measure that sits behind all the others. It’s the outcome of engineers who communicate well and treat people with respect, of appointments that run on time, of issues that get resolved and don’t recur. Our 95%+ satisfaction score is one we’re proud of — and one we actively work to maintain through training, feedback loops, and a culture that takes the resident experience seriously on every visit.
full field visibility from first job to last, every day
no property falls through the gap on gas safety or planned maintenance programmes
every visit timestamped, photographed, and logged against the property and asset record
contract performance visible to your team at any time, not just at review meetings
refusals and no-access visits are managed actively, not left to drift
residents can report jobs, track progress, and reschedule appointments directly, reducing contact centre demand and improving communication at every stage
