SSG operates a fully staffed Service Centre at our head office in Wolverhampton, dedicated to managing all customer inquiries. Our team ensures prompt responses and efficient scheduling of our field engineers to meet the needs of each valued customer.
Preventative maintenance scheduling
Option 2 & then Option 1
Service and maintenance plans
Protect your investment. Improve safety. Reduce risk.
Choose a plan that keeps your system performing as its best:
Nurse Call plans
Fire safety plans
Frequently asked questions
Why do I need to provide a purchase order number when reporting a fault?
Your purchase order number links the fault report directly to your contract and billing records. This ensures our engineers arrive with the correct spare parts and documentation. It also helps us track service history for your equipment.
What are the response times for addressing a fault?
For Fire Alarm emergency faults, SSG follows the BS5839 standard with an 8-hour response time.
For Nurse Call emergency faults, SSG’s target response time is within 24 hours.
When will my maintenance visit be scheduled?
The Service Centre team schedules maintenance visits at contract setup. Your Regional Coordinator will reach out one month before the scheduled visit to confirm. Engineers will then be assigned to complete the required work.
Why did I receive a quote for remedial work?
Non-urgent issues discovered during maintenance visits are documented and quoted separately for labour and parts. Urgent issues are reported to you immediately on the day they’re identified, and you can request immediate assistance if needed.
What does it mean if my equipment is deemed obsolete or high risk?
Equipment is classified as obsolete when parts are no longer available, and we no longer use harvested parts due to their lack of traceability and reliability. In cases where a simple fix can be made without new parts or complex configuration, our engineer will of course attempt a repair on-site.
What is the definition of emergency?
Nurse Call: an entire system has failed leaving an entire ward/area with no alarm system.
Fire: a panel has failed leaving an entire area with no alarm system.
Do you offer warranties?
Everything we do is done with product quality and longevity of service in mind. Our extended warranties are a testament to the confidence we have in our equipment, our systems and our teams.
We’ve introduced a range of warranties to ensure our customers receive a high level of after-sales support and service.
Protection with SSG
The SSG Field Service and Maintenance Team have expert knowledge of our products and can easily access additional tiers of support, guaranteeing you a quick and effective service.
They work closely with our product development teams who design, test, and validate our systems, so you’ll be working with people who know your system inside and out.
They also provide valuable customer feedback to our development teams to continue improving the products and services you’ll receive.
Fault prevention
Regular maintenance means that issues and breakdowns are prevented, and in-house teams have more time to dedicate elsewhere.
Financial and penalty savings
Prevention of issues and breakdowns reduces emergency call-outs, offering potential financial savings and fewer penalties.
Affordable repairs
Certain plans offer discounts on spare parts to make repairs more affordable when they are necessary.
Extended cover
Extended cover over weekends, bank holidays and throughout the night.
Planned preventative maintenance (PPM)
Provision of
equipment spares
Remedial
repairs
Emergency
repairs
We have four functions
We perform educated risk assessments and ensure ongoing compliance with HTMs and British Standards. You will be provided with an audit trail in the form of a certificate of compliance at the end of each job.
Ongoing support you can rely on
With access to current and historical fault logs, and our experience at interpreting them, we can work together to find the root cause of issues and resolve them. You’ll be back up and running quickly and future issues and emergency callouts can usually be prevented.
SSG designs, manufactures, and develops all our Nurse Call products at our UK headquarters, uniquely placing us to work with you throughout your product’s entire lifecycle.
We improve both mature and discontinued products’ resilience and maintain the availability of spares.
Spares
To support the ongoing running of your system, we ensure spare parts are readily available, or, in the case of older products, an upgrade solution is in place.
To help with the day-to-day running of your systems, we can take payment by credit card to facilitate the immediate despatch of goods and services.
As a UK manufacturer, we aim to despatch replacement items within 2 working days, subject to availability.
When items need to be returned to us for repair, we’ll advise and keep you updated on the repair feasibility, cost, and timescales.
For the health and safety of our engineers, we ask that all items returned to us are accompanied by a Certificate of Decontamination. Please see ‘Download’ below.
Clients who sign up to service and maintenance plans may benefit from preferential rates for spares.
Hear from our engineers
SSG engineers understand the impact they have on hospital operations. They bring enough clinical awareness to minimise disruption to patient care, and are passionate about what they do.
“I love working in hospitals as I help to keep patients and their care teams safe. I’m always conscious that I am working in a clinical environment, and I need to minimise disruption to clinical care.”
Richard Beighton
Regional Managers
“I know the maintenance that we carry out will prevent system failures and loss of critical functions in a hospital. With good, frequent maintenance, we can prevent issues from happening in the future. We don’t see the maintenance we do as a tick box exercise; we make sure patients stay safe and feel safe.”
Brad Timmins
Regional Managers
