Trusted protection for people, property and business continuity

Facilities Helpdesk

Our 24/7 facilities helpdesk is a single point of contact for logging, filtering and resolving issues at your residential or commercial sites.
The problem could be a broken lift, leaky pipe, faulty car park barrier, a forgotten entry code or a security incident. Day and night, we take the job of solving it off your shoulders.

Facilities management helpdesk

Our facilities management helpdesk is open 24/7 — because you don’t want to deal with a leak at 2am. Or, even worse, get out of bed for something which isn’t actually a leak.

This isn’t a call centre. Our helpdesk staff are experts in both facilities management and security. We filter calls, prioritise them and act according to urgency and your instructions. It’s a customisable, knowledgeable triage process which prevents unnecessary emergency callouts.

Coverage is available 24/7, including weekends and bank holidays
We understand the difference between a leaking tap and a serious security incident
You have one front door for faults, requests, enquiries, contractors and escalation
We take ownership of the problem, and make sure it gets resolved
You get a clear audit trail from initial report through to completion

You get visibility and control. Our reports show response times, SLA performance, repeat faults, contractor performance and customer satisfaction.

For a no-obligation chat with our team, call CSG on 08445 610 578, or send a message.

Get a Free Security Assessment

Helpdesk facilities — a flexible service

Our helpdesk facilities can be used flexibly, from simply answering the phone out-of-hours to managing every issue. It can be standalone, or integrated with our other security services such as keyholding, access control, CCTV or alarm systems.

Are you with another security firm? That’s fine. We’ll still take the calls, assess the issue, follow your protocols and take ownership of the problem

The facilities helpdesk is ideal for a variety of residential or commercial sites. For example, you may be responsible for:

A care home. Staff can focus on residents, rather than dealing with maintenance problems
Traffic management — issues such as pot holes or faulty temporary traffic lights
Commercial offices with multiple occupants and suppliers to coordinate
Schools and universities — large estates, numerous buildings and limited FM resources
Manufacturing sites where downtime can lead to significant loss

This isn’t just about answering calls 24/7. You’re getting peace of mind that experts are dealing with the problem, even when you’re not there.

For a no-obligation chat about our facilities helpdesk, call CSG on 08445 610 578, or send a message.

Get in touch

Key features of our facilities helpdesk

24/7 support

We’re here when support is needed the most. It’s a 24/7 helpdesk with coverage throughout the night, weekends and bank holidays. We’re even open on Christmas Day.

Expert staff

Helpdesk staff are experts in both facilities management and security. They take ownership of the problem — from the initial call all the way through to resolution.

Flexible service

If you like, we can simply answer calls, collect information and report back. Or we can take full responsibility for complex issues and emergency callouts.

Single point of contact

There’s no need to juggle calls or coordinate multiple suppliers. We give you a single access point for reporting, logging, filtering and resolving problems.

Full reporting

Reporting shows we’re meeting SLAs, highlights problems early and reveals where resources are actually needed. It helps you make the right decisions.

Standalone or integrated

The service can be standalone, or integrated with our security services such as keyholding, access control systems, CCTV, fire or intruder alarms.

Their helpdesk consistently delivers exceptional service. Calls are handled professionally, issues are escalated appropriately, and communication is excellent throughout. We would have no hesitation in recommending their services to other businesses.

Fran, Motogalleria

FAQs

You may have some questions about our facilities helpdesk. We’ve answered some of the most common questions here, although please feel free to call us on 0844 561 0578.

How do you work out whether or not the issue is an emergency?

We take the caller through a series of questions, making sure specific questions are answered before we take action. This flowchart of questions is customised according to your own preferences, and we’re happy to provide guidance. It’s a filtering system which prevents unnecessary callouts.

What happens when there's a genuine emergency?

It depends on the level or urgency, and your own instructions. For instance, you might want us to call out emergency contractors and, up to a specific budget, let them get on with solving the issue straight away. Or you may prefer us to call you first, before taking any action.

If there’s a serious security incident, we’ll immediately call in the emergency services. Our helpdesk is part of our NSI Gold Category monitoring centre where we carry out ARC monitoring and response. Because we’re fully accredited, the emergency response is extremely fast.

How flexible is the helpdesk service?

It’s very flexible. For example, the service can be as basic as just answering phone calls out-of-hours and reporting back to you. Or, if you like, we can cover emergency contractor callouts only. We can trim or extend the helpdesk service depending on what you need.

We’re happy to follow your lead, so call us on 0844 561 0578 to let us know the type of service you’re looking for.

How do you prove you're meeting our SLAs?

You’ll receive a report showing who reported the incident, response times, SLA performance, repeat faults, contractor performance and customer satisfaction. It’s a clear paper trail which gives you visibility and control. You can see what happened and how we dealt with it.

The reports give you an audit trail, which is valuable when it comes to compliance, complaints, incidents and disputes.

Can you identify recurring faults?

Yes, the reports highlight recurring problems. You get detailed information on what’s happening across your estate, where something needs attention and where you need to take action in order to reduce costs.

Can you handle multiple sites?

Yes, we often deal with multiple sites and properties, each with their own triage and escalation protocols.

Why Choose Classic Services Group?

Honest, straightforward advice

There’s no slick sales team or upselling. We provide honest advice about what you might need — and equally honest advice about what isn’t necessary. It’s our job to keep you safe, and save you money.

Decades of experience

Classic Services Group is a family-run company, founded in 1947. We listen and learn, then deliver the right solution based on decades of knowledge and experience as a commercial security provider.

New technology, old-fashioned service

We offer a combination of cutting-edge technology and old-fashioned courtesy to you, our customer. We want to be more than a service provider. It’s about building a warm, friendly, long-term relationship.