Choosing a facility maintenance vendor: questions worth asking

Most facility maintenance vendors look similar on paper. Same trades listed, same promises about response times, rates within a few dollars of each other. The differences only become visible after a few months, by which point changing again is its own project.

The questions below are the ones that surface those differences early. None of them is a trick, and a good vendor will answer all of them without hesitating.

Who is actually going to do the work?

Ask directly whether the work is performed by employees or by subcontracted trade partners. Both models are normal and both can be run well or badly. What matters is that you are told the truth and that the arrangement is managed properly.

TrionX works through subcontracted trade partners, which we say up front rather than when a certificate is requested. The practical questions to ask about any subcontracted model are the same ones we would expect: who holds the licence and the insurance for the firm on site, whether the same partner returns to the same property, and who you talk to when something goes wrong. A vendor who cannot answer the last one is passing work through rather than managing it.

What does a response window actually mean here?

Everybody advertises rapid response. Ask what the window is for your property, for your trade, at eleven at night, and ask what happens when it is missed.

The answer worth having is specific and occasionally disappointing. A vendor who tells you three hours when three hours is the truth is more useful than one who says one hour and arrives in four. Ask how you will be told if the window slips, because that is the difference between a delay and a bad evening.

Can one call cover the whole problem?

A ceiling coming down after a leak is a plumbing job, a drywall job and a paint job. Plenty of vendors will fix the leak and leave the rest, which means you are now coordinating two more trades and holding the gap between them yourself.

Ask what happens after the primary fault is fixed, and who does the make-good. Working out which trade a problem belongs to should be the vendor's job rather than yours, which is the entire argument for a single number covering all the trades.

What will I have afterwards?

Ask to see a completed work order and invoice from another property, with the client details removed. It takes thirty seconds and tells you more than any conversation about process.

What you want to see is the equipment named, the fault described, the work stated, photographs attached and any outstanding item flagged with a recommendation. What you frequently get instead is a trade, a number of hours and a total. The second kind cannot be filed against an asset, cannot support a warranty or insurance claim, and cannot tell you next year whether this is the third time the same unit has failed. Our note on what a closeout report should contain covers the detail.

How do you handle building access requirements?

In Miami this question separates vendors quickly. Towers, gated industrial parks and managed centres all have their own access rules, and a technician arriving without a certificate of insurance on file simply does not get in.

Ask whether the vendor handles that coordination or expects you to. A vendor who lodges the COI and books the freight elevator as part of the job is saving you a recurring administrative task and, more importantly, saving the wasted mobilisations that otherwise happen every few months.

What does an out-of-hours call cost, exactly?

Ask for the standard rate, the after-hours rate, the emergency rate, the call-out charge and the minimum billable time, and ask when each one applies. Then ask whether a return visit to fit an ordered part attracts a second call-out.

None of this is unreasonable to ask before you need it, and asking at two in the morning is considerably less comfortable. A vendor who is straightforward about rates when nothing is broken tends to be straightforward about them when something is.

What to watch for in the first three months

The questions get you a shortlist. The first quarter tells you whether the answers were true. Three things are worth watching: whether the same fault comes back, whether the paperwork arrives without being chased, and whether you are told about problems before they become emergencies.

A vendor who tells you a unit is close to end of life, and says so months before it fails, is worth more than one whose invoices are slightly cheaper. That conversation is where the money in facility maintenance actually is.