In large commercial and multi-tenant buildings, plumbing issues can quickly snowball into major disruptions, reputational damage, and high repair costs. But while most facilities managers react to emergencies, the best ones prevent them — and they do it by tracking the right KPIs.
At Pleasant Plumbers, we work with FM teams across London to implement proactive plumbing strategies backed by data. If you want fewer tenant complaints, tighter cost control, and better contractor performance, these are the plumbing KPIs every facilities manager should be monitoring.
This is your baseline performance metric. Frequent callouts often signal poor system condition, ineffective maintenance, or gaps in fault reporting.
Benchmark:
A drop over time suggests better preventative maintenance or improved team training.
Track how long it takes from fault reporting to first contractor attendance.
Why it matters:
Slow response time = tenant frustration and prolonged damage.
How many plumbing issues are resolved on the first visit without needing a follow-up?
Target:
Aim for 80%+. Anything lower suggests poor diagnostics, lack of tools/parts, or the wrong engineers for the job.
Monitor average cost per job — and compare planned maintenance costs to emergency repairs.
Key insight:
Emergency callouts are up to 4x more expensive than scheduled maintenance. High reactive cost indicates inefficient systems or lack of early fault detection.
If the same flats, toilets, or riser cupboards keep appearing in your logs, you’ve got a systemic problem.
Fix it at the root:
Track fault location, frequency, and resolution type.
Are all your water heaters, valves, and pumps being inspected on time?
Goal:
Aim for 100% compliance on annual servicing, backflow testing, valve audits, and tank chlorination.
From fault reported to issue fully resolved — this reflects the true disruption time for tenants and building users.
Look for sudden spikes, which may indicate leaks or inefficient fixtures.
Pair this with automated meters or usage tracking by zone.
Track the number of blockages, overflows, or pump failures. Frequent issues = need for scheduled jetting or upgraded pumps.
Tenant experience matters. Track plumbing-related complaints and correlate with known incidents, delays, or poor-quality fixes.
We work with property managers and FM firms across London to track, reduce, and eliminate plumbing issues through smart maintenance and data-driven decision making.
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