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Our Reactive Maintenance Service

Do you find that you experience property maintenance issues at the most inopportune moments, costing you both time and money?

No matter what time of day or night, just one simple phone call to our 24/7 MSL helpdesk will ensure that a suitable tradesman is sent to your site quickly to rectify the problem and get your business back up and running efficiently in no time.

Contact us today to discuss how we can help.

“MSL provide reactive maintenance to over 30,000 sites for customers throughout the UK and Ireland”


MSL Team

What is Reactive Maintenance?

Reactive maintenance is quite simply ‘reacting’ to an issue, such as a breakage/ breakdown, as it occurs. As opposed to planned maintenance, where you inspect and maintain your facility’s fabric and equipment to avoid possible issues, reactive maintenance covers those eventualities that you just cannot predict or plan for. Reactive maintenance services ensure that any unexpected breakage/ breakdowns, whilst frustrating, are fixed quickly, with minimum disruption to your business.

How MSL Can Help

It is impossible to predict and address every issue before they arise and so a reactive maintenance service is vital for every business. Reactive maintenance is often supplemented with a planned maintenance programme, but whatever your approach, below we have included some of the benefits associated with having a reliable reactive maintenance partner:

MSL Plastering and Reactive Maintenance Services

Reactive & Proactive Maintenance

It is clear that a reactive maintenance service is a necessity for all organisations however, there are a number of disadvantages associated with this approach if adopted in isolation. We wanted to include these below so you can make an informed decision about whether to rely solely on a reactive maintenance service or to include a planned maintenance programme too:

A Risky Strategy – Facilities may succumb to maintenance issues on a more regular basis, without scheduled inspections and maintenance, potentially impacting on revenue in the long run.

Shorter Life Expectancy – Reactive maintenance does not pro-actively assess the condition of a property’s fabric and therefore small issues and problem areas are not identified and rectified, meaning the likelihood of an unexpected maintenance problem is higher and potentially more costly.

Unpredictability – Reactive maintenance focuses on addressing problems once they occur. A reactive maintenance service does not allow you to predict when these problems will arise, meaning you cannot plan for them.

Less Control Over Budget – The unpredictability of maintenance issues means that you may be hit by unexpected costs that may not have been budgeted for. It is always sensible to have some budget available for unexpected maintenance requirements.

Unexpected Downtime – A maintenance issue may be serious enough to stop your site from trading and you are unable to prepare your staff for the downtime and the loss of productivity and profits to your business.

Pros of Reactive Maintenance

Little Planning Needed – By simply responding to issues as and when they occur with reactive maintenance it means that you don’t need to spend time and money planning for maintenance or creating a maintenance schedule.

Easy to Understand – Reactive maintenance is a simple process which is easy to understand, you simply react to issues as they arise. As long as you have a reactive maintenance provider on hand, your business will be able to call out a team to rectify a problem should one occur.

No Regular Outgoings – As regular maintenance isn’t occurring, your business won’t have regular outgoing maintenance costs. Instead, you’ll only pay when something needs repairing or replacing.

Nationwide Service

Whether you operate a large facility or manage multiple sites on a National / European scale, you need to ensure all aspects of your business are cared for properly. This will not only help create a safe and healthy working environment for your staff and customers but will also ensure that your business runs smoothly and continues to operate at peak efficiency. To help you with this, we provide a fully comprehensive reactive maintenance service.

Our reactive maintenance service operates 24 hours a day, 365 days a year, right across the UK, Ireland and parts of Europe. Our rates are both competitive and fully transparent; You pay only for the time spent on site and materials, with no hidden extras.

Dedicated To Our Customers

We believe that our relationships with our clients is what sets us apart from our competitors and was the reason we were awarded the title of ‘Top 50 Companies for Customer Service – First in service provider category’.

Each customer has the support of a caring and knowledgeable account team headed by an Account Manager who oversees the relationship including performance management, continuous improvement and issue resolution. The team includes a dedicated helpdesk advisor, who is fully up to date with your business and its challenges. This ensures we can help solve any issues you may be experiencing quickly and efficiently, without you having to repeatedly explain the nature of your business, saving vital time. Our advisors are all fully maintenance trained, so you can be sure you are getting the right advice. Depending on the service levels we’ve agreed and the severity of the problem, your helpdesk advisor can arrange for the right tradesman to be on site from within 2 hours to 5 days.

MSL Ltd provides expert reactive maintenance services across a range of industries. Read more below about some of the sectors we cover:

The inSYNC Web Portal

Our inSYNC integrated FM system allows full transparency of any ongoing reactive maintenance work. From first logging a job through to completion, you are able to track the progress of every job, as well as allowing you to access to your maintenance spend via downloadable information reports. These reports also allow you to identify areas of recurrent problems that may need further investigation, helping you curtail any issues before they develop.

We have recently launched a site based inSYNC portal, enabling each site to log jobs and request quotes (within agreed parameters). Other features include a comments box to facilitate interaction with MSL.

“MSL handle 1,000,000 communications per year across the customer inSYNC portal, e-mail and telephone channels”

MSL Electrical Testing and reactive maintenance services

Our Accreditations

MSL has a rigorous approach to health & safety and holds the ISO 45001:2018 SSIP accreditation. This means that you can be sure that any reactive maintenance job we undertake is approached with safety in mind.

We use reliable, accredited, skilled and experienced tradespeople including our own team of MSL electricians, plumbers and carpenters together with specialists in boarding & glazing, drainage, pest control, gas, locks, roller shutters, graffiti removal and more. No job is too big, too small or too difficult.

It really is as simple as a phone call. You report the issue to us, we send out the right tradesmen, they fix the problem and your business continues to run smoothly.

Some Of Our Retail Clients


Some Of Our Charity Clients


Some Of Our Leisure Clients


“MSL Provide FM helpdesk & maintenance services to over 100 well-known
companies and brands”

Some of the Trades we Cover:

Air conditioning HVAC
Asbestos removal Jetting/drainage
Boarding & Glazing Joinery/carpentry
Brickwork Locksmiths
Building Painting/decorating
Electrical Pest control
Fabrication Plastering
Fences & Gates Plumbing
Fire Extinguishers Roofing
Floor cleaning Security services
Flooring Shutters & grilles
Gas Works Welding
Graffiti Removal


When it comes to broken glass or damaged or broken window frames, we understand that time is of the essence, in order to protect and secure your business premises, staff and customers. That is why we have a dedicated 24-hour boarding and glazing service, so no matter the time of day or night, we can be with you quickly to resolve the problem.

We will secure your property immediately, boarding up any broken or damaged windows and doors, whilst our professional and highly qualified team of glaziers can supply and fit all types of glazing units.

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For thousands of business’s, roller shutters provide that first line of security, keeping your business safe and allowing you to leave at the end of the day safe in the knowledge that your property is secure.

So, when your roller shutters fail – whether through vandalism, burglary, accidental damage or a simple failure to operate – it can be extremely troubling. That’s why MSL have a dedicated and professional roller shutter team, who will solve any and all roller and security shutter problems quickly and efficiently.

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Nothing’s quite as bad as a blockage or bad smell in your drains. Not only does it mean that certain parts of your facility are unusable, but the working environment can become deeply unpleasant.

Drainage issues can be extremely challenging, however, MSL’s drainage specialists won’t just find the problem, they’ll solve it for you. Using our specialist equipment, we feed a camera through the drains to ascertain where the issue is. Once this has been found, we can isolate the areas that need work, remove obstructions, thoroughly clean and repair structural defects.

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If you have a pest problem – such as rodents, birds or insects – MSL’s pest controllers provide a humane and discrete solution to your problems.

We offer the complete package, including inspection, treatment and prevention, as well as approaching each job with health and safety as a primary concern. We aim to treat your pest problem as quickly as possible, as if left untreated infestations can spread disease, cause damage to your property or contaminate your water systems, which could all impact your maintenance costs.

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