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New Facilities Management Company

22 March 2017

Maintenance on all Trust estates is shortly to be taken over by Rydon Maintenance.

RydonFrom April 3 the Estates Helpdesk and Production Desk will no longer take calls/emails for any Estates maintenance requirements.

All calls for any maintenance/repairs will be taken by the Rydon Helpdesk, either by the following email: or by telephone, 0808 164 3959.

The maintenance/repair will be issued a unique call reference and will then be logged onto the database. Rydon’s Helpdesk will then assign the work to one of six operatives or if required to a specialist contractor, i.e. garage doors.

Two maintenance operatives will operate in each area, i.e. Sussex, Kent and Surrey and each request will be given a specific time scale depending on the severity of the reported problem.

Rydon’s maintenance operative or specialist contractor will complete the required works either by a permanent repair or in the case of parts being required a temporary/make safe repair will be carried out until such time the parts are available

Rydon’s will also carry out a series of planned preventative maintenance at each location within the SECAmb geographical area. This will cut down on the number of reactive calls.

Rydon, formed in 1978, is a successful construction, development, maintenance, investment and management group operating predominantly in London and the south east but with contracts across the north west and south west of England.

Their Head Office is in Forest Row, East Sussex. Four principal companies operate within the Group: Rydon Maintenance, Rydon Construction, Rydon Homes and Ryhurst.

Rydon Maintenance delivers facilities management and refurbishment services to NHS, education and local authority clients.

They will be delivering all mechanical, electrical and Public Health systems and fabric maintenance to all SECAmb properties and a fully manned Helpdesk to raise repairs 24 hours a day, seven days a week.

This contract will be managed from their Healthcare division office just outside Dartford, which is also the home of our Helpdesk. Day to day delivery of the contract will be from both the Dartford office and Head Office in Forest Row.

You will regularly see their operatives around the SECAmb estate carrying out routine planned maintenance tasks as well as responsive repairs. Operatives will wear Rydon uniforms and carry photo ID badges at all times whilst on SECAmb property. All operative vehicles will carry Rydon livery.

Your main point of contact on a daily basis for reporting repairs, providing feedback or raising issues will be the helpdesk whose email is or by calling the following number is 0808 164 3959. This number will remain the same for all calls

The Helpdesk will be fully manned from 08.00 hours to 17.00 hours Monday to Friday (excluding bank holidays). Outside these hours, calls will be redirected to our Out of Hours call centre provided by Centra. Regardless of a call being in or out of hours, the process is more or less the same.

The helpdesk has the facility for receiving, logging and giving the appropriate response to email and telephone communications. The Coordinator will provide the caller with a work order Unique Reference Number and provide updates in order to keep you apprised of the progress of requests.

Once the work has been completed the operative will sign against this that it has been completed.

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