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Improved Tenant Satisfaction and Reduced Maintenance Costs

Retirement community maintenance team delivers better service with trusted commercial electrical vendor

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The Big PicturE

Tenant and facility electrical projects were falling behind schedule.

Expert maintenance and troubleshooting resolved electrical projects.

Tenant and maintenance satisfaction improved and project costs decreased.

 

Problem: 

Electrical Projects Were Falling Behind Due to Vendor Rescheduling

An upscale retirement community in Southern Chester County had electrical service needs ranging from individual tenant maintenance requests, unit turnover, and grounds management.

Projects were veering off schedule due to vendor rescheduling. Residents were displeased with being pushed back time and again. 

 

Solution:

New London Electric came on as a trusted vendor

We have helped the facility managers successfully complete projects across the community, including: 

  • Regular unit maintenance & upgrades

  • Troubleshooting tricky electrical problems

Fast Maintenance & Upgrade Turnaround. Unmatched Customer Service.

When the maintenance team brings in our electrical expertise, they trust that we are an extension of their team. 

We’ve stepped in to repair a light control timing system, fix tripped outlets, install an exterior ceiling fan among other regular maintenance and upgrade requests from tenants on or before schedule. 

But more so than the work, being an extension of their team means providing excellent customer service from the first knock on the door to the last interaction with the resident. 

Our team worked with the maintenance team to integrate our normal customer-service first style with their facility protocols, including guides for: COVID Procedures, home entrance and worksite protocol, and customer service follow-up.

Deliver Cost Savings by Troubleshooting Difficult Legacy Electrical Work

Years of maintenance under different management teams and electrical vendors is bound to result in some crossed wires (and we mean that literally). 

We helped the team with two particularly sticky electrical situations that were not just inconvenient, but potentially dangerous to residents. 

Closet Wiring Analysis Uncovers Hidden Switch

A tenant and the maintenance team were both frustrated and puzzled when the exterior lightswitch for a walk in closet wouldn’t turn on the light. 

At first, we were puzzled too. The wires were live. The fixture seemed properly installed. But when we inspected the wiring pattern in the electrical box, a figurative light bulb illuminated above our heads. 

The wiring indicated that there was another switch, somewhere, that controlled the light. We found the switch in the off position behind a rack of shirts. 

We rewired the light fixture to be singularly controlled from the outside switch. We placed a blank plate cover over the interior switch to eliminate future confusion.

Fix Strobing and Dangerous Parking Lot Light With Simple Solution

A flickering light in the parking lot had been an on-and-off-again problem for years. Different vendors had implemented stop-gap solutions, but couldn’t find the root issue. The latest diagnostic the maintenance team received claimed the issue was a faulty underground wire (a hugely expensive problem to fix). 

To the team’s relief, we discovered the solution was a far less expensive problem to fix. 

The problem was a wire within the pole that was badly damaged. The underground wire was fine. We patched the faulty wire and the light was fixed within an hour. 

However, NLE also noted that the box holding the wiring was not coded for the public outdoor light. Dangerous wiring was accessible to anyone. 

Upon our recommendation, the team disabled this parking lot light. We scheduled to repair the light in the following weeks.

 

Impact

Happy Residents and Efficient Facility Management

Projects are being completed on time, which has resulted in positive feedback from the residents. In addition to improving customer satisfaction, facility managers are pleased with cost savings resulting from our team’s efficient work and correct diagnoses. 

We look forward to continuing our partnership.