Sectors Facilities Management

Engineer in yellow hi-vis and white hard hat

Specialist Contact Centre Support for Facilities Management

With over 20 years’ experience, we support facilities management providers across the UK with reliable 24/7 call answering and out-of-hours call handling support, helping manage reactive maintenance, escalation, and service continuity outside normal working hours.

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Male contact centre operators at Lemon Contact Centre

Facilities Management Call Answering Specialists

Our operators are experienced in handling FM-related calls, following your procedures and logging interactions directly into your systems to support reactive maintenance and escalation. Transparent reporting and quality assurance ensure consistent service delivery.

FM call handling and email management in line with your processes

After hours facilities support delivered by trained UK operators 24/7

Experienced in managing out-of-hours reactive maintenance

Clear workflows for urgent issues and on-call engineer escalation

Calls logged and updated directly within your CAFM & CRM systems

ISO certified for Quality Management and Information Security

Male and female engineer looking at laptop

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Outsourced Call Centre and Helpdesk Support

Lemon supports facilities management companies with national portfolios, providing consistent call handling and helpdesk support across multi-site estates. We work either alongside an existing internal FM helpdesk or as a fully outsourced FM helpdesk, acting as the primary point of contact for reactive maintenance, service requests, and escalation.

Our operators work directly within client CAFM systems to log, prioritise, and dispatch jobs to on-call engineers and approved subcontractors in line with agreed workflows and response times. Using bespoke support tools, including an advanced diagnostic system and a comprehensive knowledgebase, we triage calls quickly and accurately, improving first-call resolution rates.

Our processes are underpinned by clear reporting and recorded calls, providing visibility of call volumes, response times, escalation activity, and overall service performance.

Customer service outsourcing solutions. Get in touch today.

24/7 Availability UK based Bespoke service

0800 612 7595

No. of employees:

1-20

21-100

101-500

500+

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What types of calls can Lemon handle for FM providers?

Lemon handles a wide range of facilities management calls, including reactive maintenance requests, faults, access issues, service enquiries, and out-of-hours incidents. Calls are triaged and prioritised in line with agreed procedures and service levels.

Can Lemon support our existing FM helpdesk?

Yes. Lemon can work alongside an existing internal FM helpdesk, providing overflow or out-of-hours call handling, escalation, and job dispatch to ensure continuity of service outside normal working hours.

Do you provide a fully outsourced FM helpdesk service?

Yes. For some clients, Lemon acts as a fully outsourced FM helpdesk, serving as the primary point of contact for service requests, reactive maintenance, and escalation, while working directly within client systems.

How are jobs dispatched to engineers and subcontractors?

Operators log and prioritise calls within client CAFM systems and dispatch jobs to on-call engineers or approved subcontractors in line with agreed workflows, response times, and escalation procedures. Our bespoke On-Call Matrix software can be utilised to manage engineer rotas.

How do you provide visibility and accountability for FM call handling?

Lemon provides clear reporting and call recording, giving facilities management teams visibility of call volumes, response times, escalation activity, and overall service performance.