An enterprise approach to emergency response.
Most operational damage in commercial real estate happens between 6pm and 8am, when the building is least supervised and most vulnerable. A failed pump, a burst pipe or a fire-system fault that goes unattended for hours can compound into a multi-million-dollar incident.
Crown operates engineering pools on call 24/7 across every market we serve, dispatched against agreed SLA clocks the moment an incident is logged.
When a building system fails outside normal hours, the response window determines the cost of the incident. Crown operates 24/7 emergency response across every market, with defined arrival SLAs, on-call engineering pools and full incident documentation.
Speed of response is the largest single determinant of incident cost. A leak contained in 30 minutes is a maintenance event; the same leak attended six hours later is an insurance claim.
Single emergency number per region answered in local language and English. Engineer dispatched against an SLA clock that starts at the moment of call. Incident documented and reported on every event, with permanent fix scheduled where required.
Everything we cover.
24/7 Help Desk
Single regional number answered by Crown staff.
Multi-discipline Engineering Pools
Mechanical, electrical, plumbing and fire engineers on call.
Make-safe Response
On-site stabilisation within agreed SLA.
Permanent Fix Scheduling
Defect logged and permanent repair scheduled within agreed window.
Incident Reporting
Post-incident report with root-cause and recommendations.
Why clients retain Crown.
Defined SLAs
Arrival and resolution times agreed by asset criticality.
Engineering on Call
Multi-discipline engineering pools standing by in every market.
Single Number
One emergency number per region, answered in local language and English.
Incident Reporting
Post-incident report on every callout, no exceptions.
A defined operating method.
- 01
Incident Logged
Help desk receives and triages the call.
- 02
Engineer Dispatched
Nearest qualified engineer dispatched against SLA clock.
- 03
On-site Resolution
Make-safe and, where possible, full resolution.
- 04
Report & Follow-up
Incident report issued; permanent fix scheduled if required.
Tools we deploy.
- ▸Enterprise CMMS for work-order, asset and PPM management
- ▸BMS integration for live plant-room telemetry
- ▸IoT sensors for occupancy, temperature, humidity and air quality
- ▸Power, water and gas sub-metering at AHU and tenant level
- ▸Mobile engineer workforce app with photographic evidence capture
- ▸Owner-facing analytics dashboard with drill-down to asset level
What you receive.
- ▸Monthly operational report covering SLA, KPI and compliance status
- ▸Quarterly business review with the owner's asset management team
- ▸Annual asset condition and lifecycle plan refresh
- ▸Statutory inspection register, audit-ready at all times
- ▸Incident, near-miss and HSE statistics with root-cause analysis
- ▸ESG and energy performance dashboards aligned to GRESB/CRREM
Measured, every month.
Response SLA
Engineer on site within agreed SLA on 100% of incidents.
Make-safe Resolution
Make-safe achieved on 95% of incidents on first visit.
Incident Closure
100% of incidents documented and closed within 5 days.
Where we apply this service.
Emergency response is included on every Crown maintenance mandate. Stand-alone emergency-only contracts are considered selectively for critical assets.