Case Study
Wellesley Court, Maida Vale
Managing Agent: Parkgate Aspen
Service/ Type of Work: Emergency response and repair
DMG Contract: Building Maintenance (traditional)
Building Size: Approx 400 Residents
Our Impact: The crisis at Wellesley Court highlighted our ability to deliver under pressure, turning a potential disaster into a demonstration of reliability and professionalism. Through innovative problem-solving and unwavering dedication, we ensured the safety and comfort of residents while supporting Managing Agents in delivering exceptional service.
Overview
Delivering the “impossible” is at the heart of DMG Delta’s mission. Our commitment to 24/7/365 support for Managing Agents and their clients ensures that critical services are maintained, even under extreme circumstances.
On Thursday, 16 November 2023, DMG Delta was called to address a significant crisis at Wellesley Court.
The communal heating and hot water services had failed during an installation upgrade by contractors. The failure posed a critical risk to the building’s 400 residents, many of whom fell into ‘vulnerable’ or ‘at-risk’ categories, including families with young children and elderly residents.
The escalation came during sub-zero temperatures, creating urgency for a rapid resolution. Initial contractor investigations failed to identify the fault, leaving the entire building at risk of losing heating and hot water services overnight and having to be moved into temporary accommodation by the managing agents.
The Challenge and Solution
Our Managing Director, was contacted at 17:31 and immediately mobilised a crisis response team.
Initial Response:
An engineer arrived at Wellesley Court within 30 minutes at 18:01. Intensive fault-finding efforts, identified the issue: a failed PCB and several blown capacitors requiring immediate replacement.
Overcoming Supply Challenges:
With stockists closed and critical spare parts unavailable, DMG Delta leveraged its internal resources. By 20:30, the MD personally reviewed HQ inventories and identified the necessary components. These were swiftly picked up and taken to site by the Engineer, who travelled all the way down to our Essex HQ from London and back again.
Execution:
By 00:03 (just after midnight), the replacement parts were installed, and the communal heating and hot water services were fully restored.
The Result
Speed of Service:
The first engineer arrived within 30 minutes of the initial call, significantly faster than the industry standard.
Problem Resolution:
Critical services were restored within 9 hours of escalation, avoiding resident displacement and ensuring the safety and comfort of all residents.
Client Trust and Reputation:
This swift and decisive response enhanced the Managing Agent’s reputation and demonstrated the value of reliable partnerships in the leasehold sector.
“ It is undoubtedly the case that had we not had the support and immediate attention from DMG Delta from the point when I initially contacted their MD that the outturn could have been very different. This has reflected positively on all parties, us as managing agents, our client as building owner, and DMG Delta as the facilitator. “