The Institute of Customer Service (ICS) is the independent organisation we use to measure our progress on our Customer Service journey. As part of our membership, the ICS conducts an annual Business Benchmarking survey every August to ask our customers how committed they think we are to customer service.

Our customer service scores are then benchmarked against organisations in our sector and organisations outside of our sector. Scores above 70 are considered good.

I am delighted to announce that out of a possible 100, the score given to Marlowe Fire & Security by its customers was 75.7, a 4.1 point increase on last year’s survey.

Compare this to some well-known brands such as Hermes; 70.2, British Gas; 75.9, Uber; 77.7, and Kwik Fit; 77.7. The companies at the top of the index are Timpsons; 86.4 and Green Flag; 84.6.

The UK all sector average is 78.4 and the Services sector (where we are placed) is 76.7 which we aim to surpass in 2023 as we continue to improve our customer service levels.

The survey looks at 5 Customer priorities – Experience, Complaints, Customer Ethos, Emotional Connection, and Ethics.
Customers rated Marlowe Fire & Security particularly highly for it’s Ethics, Experience and Emotional Connection, and customers reported being most satisfied with the competence of staff, product/service reliability, and the helpfulness of staff.

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The survey looks at 5 Customer priorities – Experience, Complaints, Customer Ethos, Emotional Connection, and Ethics.

Customers rated Marlowe Fire & Security particularly highly for it’s Ethics, Experience and Customer Ethos and customers reported being most satisfied with the competence of staff, product/service reliability, and the helpfulness of staff.

Speaking of the result, Paul Mather, Managing Director of Marlowe Fire & Security said:

“This is a really encouraging result for Marlowe Fire & Security. This is the second time we have completed the survey of our customers since becoming members of the Institute of Customer Service in May 2019, and a 3.4 point increase on last year’s survey is testament to our commitment to delivering good service to our customers.

The pandemic has been a testing time for everyone. It has reinforced to us the value and importance of having good relationships and clear communication with our customers. We will use the insight and feedback from this year’s survey to drive further improvements in the customer experience at Marlowe Fire & Security.”

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The fire started when the resident had fallen asleep with his halogen heater on which caught fire with his blanket in the lounge.

The sprinkler flow switch activated first, followed by the fire alarm in the hallway. The Fire Brigade attended site and woke up the dazed resident who was taken to hospital for a check-up and later released.

One of our engineers attended the site at midnight to assist with the isolation of the sprinkler and reset the Fire Alarm system.

The damage to the flat was minimal and the reinstatement of the activated Sprinkler head was completed the next day by the installation team bringing the system back to full sprinkler coverage in under 24 hours.

NCH believe that the sprinkler activation saved the life of the resident who would otherwise have been in the smoke filled environment for much longer before being alerted.

This is the second successful extinguishing of a fire with a single sprinkler head where a resident was sleeping; preventing a major fire, loss of life and building damage.

Working with Nottingham City Homes (NCH) we have provided a sympathetic retrofit installation of sprinkler systems throughout their occupied social housing schemes.

Read our Case Study for more information.

Nottingham City Homes Case Study

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NOTTINGHAM CITY HOMES CASE STUDY

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Representing Marlowe Fire & Security were David Kingsland and Paul McIntosh and with over 2,600 people taking part in the event, it was a considerable success.

Congratulations to Sally Nightingale and all at Nottingham City Homes who continue to provide excellence for their residents!

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Some great feedback and very positive comments about the new ‘firefighters enclosure’ that Nottingham City Homes is installing in all of their high rise blocks.

On hand were Marlowe Fire & Security’s dedicated Fire Enhancement Team including Chris Johnson, Paul McIntosh, Stephen Walker, David Kingsland and Eddie Willis.

To find out more go to our Fire Sprinklers page or email sprinklers@marlowefireandsecurity.com

Sprinklers

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Working with the Cathedral Staff our Engineers have organised the works around the Cathedral’s timetable and ensured that each hour they downed tools for prayers. The Team used discrete fire clips to neatly hide all cables, providing a tidy, compliant solution.

Lichfield Cathedral Case Study

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Even before the unfortunate events of Grenfell, Nottingham City Homes were committed to and invested in their vision to provide active sprinkler protection systems within their high rise properties.

Working in partnership with Nottingham City Homes for many years, Marlowe Fire & Security have supported our partners in designing and installing sprinklers throughout numerous sites and have now started to work within their portfolio of high rise properties at Radford (Woodlands site).

Nottingham City Homes and Marlowe Fire & Security have spent a great deal of time investigating and selecting the most suitable installation method for each individual property. Minimising disruption to all residents has always been a major consideration.

As part of the design process we agreed that specialist and compliant boxing of the sprinkler system was a necessity. The specialist boxing provides a major benefit to residents by reducing the visual impact the installation would have to their homes. Discrete while providing high level protection, the life safety system installations have all been received very positively by all stakeholders.

Together, it is our intention to provide all high rise properties within Nottingham City Home’s portfolio with sprinkler protection, a true demonstration of Nottingham City Homes’ commitment to ensuring their tenant’s safety.

The partnership between Nottingham City Homes and Marlowe Fire & Security exemplifies our shared commitment to protect what matters.

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Now in its tenth year, the Charity Football Match brings together One Stop Team Members and a select number of their trusted first line Contractors to play against each other and raise as much money as possible for worthy causes.

This year Marlowe Fire & Security Team Members, Darron Gee, Steven Carruthers, Chris Johnson and Goal Keeper Mark Palethorpe were scouted to play in the Contractors Team, taking on the reigning champions, One Stop.

On the night, despite their best efforts and in part due to an own goal by Steven Carruthers, Marlowe Fire & Security and the other Contractors were outplayed and the One Stop Team secured a 4-3 victory.

After the final whistle, the overall winner was announced as the British Red Cross, with just under £2,000.00 being raised by the event which was held in support of those affected by the Grenfell Tower fire disaster. The tragedy has served as a poignant reminder to everyone to recognise the importance of ensuring the appropriateness of their fire life safety solutions – maintaining compliance and to value those we hold most dear.

We would like thank to our Excellent Supply Chain Partners, DVS, CSL and SmokeCloak, who all generously provided raffle prizes and supported our Team and One Stop Stores to raise a fantastic amount of money for a very worthwhile cause.

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