Occupant Support

Describe the outcome required as well as the immediate issue. The starting information should identify the location, people affected and any change in use, so the assessment addresses the current requirement rather than simply repeating the previous arrangement.

The brief identifies supported requests, information provided, logging and escalation. It can cover building guidance, service coordination and follow-up within the agreed role. Repairs, tenancy decisions and specialist advice remain connected to the appropriate responsible party.

A support contact needs clear authority. Agree which requests can be resolved directly, which require approval and which should be escalated urgently. Personal information should be limited to what the service needs and handled through the agreed access and retention arrangements.

The proposal identifies the responsibilities that remain with the site or property team and the work included in our instruction. Connected repairs and specialist activities receive their own clear scope, so each person understands what they must arrange and what records they will receive.

Provide common request types, building information and the teams responsible for services. Identify operating hours and escalation contacts. Agree the records and updates needed so requests can be followed without creating competing lists or losing ownership.

We establish the support categories and contacts, then define how requests are received, recorded and passed on. Follow-up checks the agreed next step and keeps the user informed. Handover transfers unresolved requests with their owner and relevant context.

For several sites, we agree consistent reporting and escalation while retaining local contacts and operating requirements. Each action stays connected to its building or service area, with a named route for decisions that affect the wider operation.

Occupant numbers, request volumes, support hours and the range of tasks affect cost. On-site presence and remote coordination have different requirements. The proposal should identify the service boundaries and reporting rather than imply unlimited support for every issue.

Tell us about operating hours, critical periods and the activities that must continue. The programme and price should reflect those constraints, including any phased delivery, additional access arrangements and reporting needed by the operational team.

Offices need work coordinated with staff and visitors. Retail needs trading and deliveries considered. Hospitality brings guest areas and food operations into the brief, while education needs access planned around teaching. Our complete service and project offering supports all sectors, with the arrangements based on each site's actual activity.

We cover Northumberland, Tyne and Wear, County Durham and Tees Valley, including Berwick-upon-Tweed, Alnwick, Morpeth, Hexham, Newcastle, Gateshead, Sunderland, Durham, Darlington, Hartlepool, Stockton-on-Tees and Middlesbrough. View all locations.

For a multi-site requirement, provide the local contact and working restrictions for each address. A common service brief still needs the differences between premises recorded.

Read about setting maintenance frequencies for the principles behind an evidence-based recurring programme. Official guidance provides the relevant context for this service. Browse the Knowledge Centre.