For businesses
Contact Centre M&E Training
Practical mechanical and electrical training, delivered by working heating engineers, for the people who take the call first.
The service
Training that pays for itself in avoided call-outs
Most heating calls are resolved — or misrouted — in the first two minutes. We train advisors in the fundamentals of domestic mechanical and electrical systems: how boilers, cylinders, controls and radiator circuits behave, what the common fault patterns sound like over the phone, and which questions separate a five-minute reset from a genuine engineer job.
Sessions are built around your call scripts, your housing stock and your triage categories, and can be delivered remotely or on site. We can also sit alongside your team on live calls as a technical second opinion.
Three clear benefits
Increases staff knowledge and understanding
Advisors learn how heating and hot water systems actually work, so they can ask the right questions and recognise what they're being told.
Increases customer satisfaction
Residents feel heard by someone who understands the problem, and get a sensible answer on the first call instead of a holding pattern.
Decreases wrongly assigned calls
Fewer jobs sent to the wrong trade or the wrong priority — saving engineer hours, van miles and organisational resource.
Who we work with
Contact centres
Repairs and out-of-hours teams handling high volumes of heating calls with limited technical grounding.
Property managers
Managing agents and housing teams who want fewer avoidable call-outs across a portfolio.
Landlords
Portfolio landlords who want tenants triaged properly before contractors are dispatched.
Prefer to talk it through? Email us and we'll arrange a call at a time that suits your operations team — no need to go through the residential booking line.