How it works
Report it once. We take it from there.
Every facility request follows the same five steps — whether it is a blocked drain in one café or a planned maintenance round across twenty branches. That consistency is the product.
01 The service cycle
Five steps, in detail.
Report the issue
Your team logs the request through whichever channel suits them — phone, WhatsApp, e-mail or the service request form on this site.
- Site or branch, and where in the building
- What the problem is, with a photo if possible
- How urgent it is and whether trading is affected
What you get
- An acknowledgement with a reference number
- A named person at HST who owns the request
HST reviews the request
We classify the request, confirm its priority and decide what trade, part, approval or site access it needs before anyone is dispatched.
- Category and trade identified
- Priority set against the agreed service levels
- Checked against asset history — is this recurring?
Priority framework
| Priority | Typical case |
|---|---|
| Emergency | Site cannot trade safely |
| Urgent | Operations affected, workaround exists |
| Standard | No immediate impact on trading |
| Planned | Scheduled preventive work |
Target response times are agreed per contract.
Service coordination
The right technician or approved contractor is assigned, scheduled and briefed — including access, timing and any site rules that apply.
- Provider selected from the approved network for that trade
- Quotation obtained and compared where the work requires it
- Visit scheduled around your trading hours
Cost control
- Work below the agreed threshold proceeds immediately
- Anything above it goes to you for approval first
- Quotations compared before, not after, the invoice
Work completion
Work is carried out under HST management, checked against the agreed scope and confirmed with your site before the request moves on.
- Attendance and completion recorded
- Quality checked against the scope raised
- Photos or a completion note where relevant
Reporting & closure
The outcome, the cost and the asset history are recorded, and the request is closed — then it appears in your monthly report.
- Request closed with a documented outcome
- Cost recorded against the site and the asset
- Recurring faults flagged for a permanent fix
In the monthly report
- Requests logged, closed and outstanding
- Response performance against service levels
- Spend by site, trade and asset
- Planned maintenance completed and upcoming
02 Questions
The things clients ask first.
No. If a provider is already working well at a site, we can keep them and manage them within the programme. Where a trade has no provider, or performance is poor, we appoint from our approved network and you approve the change.
HST is licensed for Facilities Management Services. We manage, coordinate and supervise the work. Specialist and regulated activities are delivered by qualified providers holding the relevant approvals, under our management — which is how integrated facilities management is normally structured in the UAE.
Response targets are agreed per contract and set against the priority framework above. Emergencies — anything that stops a site trading safely — are escalated immediately, day or night.
Yes, and most groups do. A single-site pilot lets you see the reporting, the response and the vendor standard before rolling the programme across every location.
Facility management and planned maintenance are covered by an annual or monthly agreement. Reactive works are quoted and approved case by case, against agreed rates, with an approval threshold you set. See maintenance contracts for the service models.
Standard requests are handled during office hours. Emergency coordination runs outside them, with an escalation route agreed at onboarding so your branch managers always know who to call.
Start with a conversation
Tell us what your sites need. We’ll map the rest.
Send us your locations, your recurring problems and your current setup. We come back with a facility management proposal — scope, service levels, reporting and a single point of contact.