Help Desk & Support
Structured. Responsive. Accountable.
Log issues, request assistance, or connect directly with our facilities management team. Every request is recorded, tracked, and closed with documented accountability aligned to your compliance and operational requirements.
Log a Facilities Issue
Submit reactive maintenance requests, compliance concerns, or operational faults through our centralised reporting system.
Log an IssueRequest Information
Need compliance documentation, PPM schedules, or service reports? Our team provides structured, audit-ready records.
Request InformationTrack an Existing Request
Monitor job status, engineer attendance, and resolution timelines with full reporting transparency.
Track RequestStructured Response. Clear Accountability.
For urgent support, use the emergency line. For general requests, complete the form and our team will triage it against the appropriate SLA.
Email
Help Desk Email: helpdesk@thameswayfacilities.com
Phone
24-Hour Emergency Line: 020 3773 0967
Office
40 Manchester Street
Marylebone, London W1U 7LL
How It Works
Submit Your Request
Issue logged within the central system and assigned a unique tracking reference.
Triage & Response
Issue prioritised based on safety risk, compliance exposure, and agreed SLA.
Engineer Dispatched
Our team attends site to assess, stabilise, and take immediate action where required.
Resolution & Feedback
Work is closed with documented outcomes, reporting, and follow-up where appropriate.
Frequently Asked Questions
What response time can I expect?
Response is prioritised according to safety risk, compliance exposure and the SLA agreed for your portfolio.
How are urgent issues escalated?
Urgent and emergency issues are escalated through the appropriate response route, including the 24-hour emergency line.
Can I request compliance documents?
Yes. Request PPM schedules, service reports and compliance documentation through the Help Desk.
Can existing customers track requests?
Yes. Existing requests can be tracked through the agreed reporting and ticketing workflow.
Need More Than a Help Desk?
For complex or ongoing requirements, speak directly with our team about a site visit or tailored FM strategy.
Book a Site Visit