Turkey day has come and gone which means that winter is coming…and so are the heating complaints.
According to a survey by Building Operating Management, 68 percent of facilities managers said that the most common complaints they receive from occupants are about temperature. And 16 percent of respondents said they field a heating or cooling request every day. Complaints can be disruptive especially when you have preventive maintenance or capital improvement projects to get to, but tracking heating and cooling requests over time can provide valuable insight into your HVAC system.
Tracking heating and cooling complaints from occupants
I’ll bet that you can think of a particular person in your building who is constantly complaining about the temperature. How do you determine if the problem is in your HVAC system or your occupant’s imagination? Well, tracking these and other heating and cooling complaints across your building is a good place to start. You may start to see a pattern. Perhaps other occupants in the same area are also reporting issues. Maybe this person is only experiencing issues earlier in the morning or maybe they only experience issues when the outside temperature drops below a certain point. Tracking this kind of data may help you to determine whether a complaint has some substance to it.
Let’s say you’ve received a lot of requests for a certain area and have determined that the temperature in those rooms is not within range. So you check your HVAC system, but it looks okay. Maybe your problem isn’t your HVAC system at all, maybe there’s a leak or poor insulation is allowing heat to escape. Because you tracked the complaints, you were able to determine that there was a hidden problem.
A computerized maintenance management system (CMMS) like FMX can help you to track the frequency, location, date and time of heating and cooling requests.
Responding to complaints
Occupants want to be heard above all else. They will feel a lot better if you can show that you’ve heard them and are making an effort to solve their problem. If you are unable to solve their problem, offering them a kind explanation goes a long way. However, if you ignore complaints, occupants will often take it upon themselves to find a solution to their problems. In the case of heating complaints, occupants will often use personal heaters in their work areas. According to a report by the International Facilities Management Association (IFMA), 60 percent of facilities managers said that their building occupants have brought in personal heaters if they were too cold. Personal heaters can be a fire hazard, cause power outages and can potentially make the problem worse.
A CMMS can improve communication between your team and building occupants. And with FMX, requesters are alerted when any progress has occurred on their request.
Tracking maintenance activities
In addition to tracking complaints, you should also keep a log of your maintenance activities. That way if you experience similar HVAC problems in the future, you’ll have documentation on how you fixed it last time. Tracking maintenance activities should also give you an idea of which pieces of HVAC equipment are requiring more maintenance than others: maybe a particular model is underperforming, maybe all of the models from a specific manufacturer are under performing. Having this information documented will help you determine when to replace your equipment and with what.
FMX can help you coordinate HVAC repairs whether they are performed in-house or by a vendor. You can also track how often you’ve had to make an HVAC system repair and to which pieces of equipment.
Determining when you should make a capital improvement to your HVAC system can be a bit tricky, but it is worth it. You’ll need to know the amount of worker hours it takes to repair your system and whether or not they’ve increased over time (or the amount of time it takes for your vendor to complete the project and what their hourly rates are). It is also helpful to know your cost of inventory for each repair. This should give a basic idea of how much you are spending on your current system and whether or not it would be cost-effective to replace part or all of your HVAC system.
With the reporting and dashboard module in FMX, you can track labor hours/costs and inventory expenses, so that you can focus on convincing your boss to invest in capital improvements.
How FMX can help
FMX enables facilities managers to more efficiently and effectively track work orders, schedule resources, and plan maintenance. Our cloud-based solution features a calendar view simple enough for your team and your occupants to use to submit, track, and manage their requests. You can also use FMX to track equipment histories, worker hours, vendor rates and inventory.
Allison is a product marketing manager at Facilities Management eXpress. When she’s not writing marketing content, she is likely hiking with her dog or cooking delicious Italian food.