NATIONAL SERVICE CENTRE (NSC)
Our 24 / 7 National Service Centre (NSC) provides a single point of contact for any user of the UK Defence Training Estate.
Landmarc’s National Service Centre (NSC) provides a single point of contact for any user of the UK Defence Training Estate (DTE) to answer queries, provide support for BAMS or report maintenance or service requests. It is available 24 hours a day, seven days a week, 365 days a year.
Call the NSC team on:
0800 0223334
Email the team at:
If it is an emergency, please call rather than send an email.
When a Landmarc NSC Call Agent answers your call they will need to take some details to help them understand where the problem is and what the problem is. If you have the following information to hand, it will help the team to manage your request as efficiently as possible.
- Your name and contact details
- Your location, be as specific as you can (camp, building and room number, etc.)
- Fault/feedback details
- Any access restrictions
- A point of contact on site (if required)
From there, you will be provided with a unique Case ID and the Call Agent will determine the urgency of your request to ensure it is assigned the correct priority. Priority levels range from emergency where there is a threat to life and should be made safe within two hours, through to routine which should be resolved within 20 working days.
The local onsite Landmarc and DIO team is also available to provide support whenever you need it.
RESPONSE TIMES
Work will be prioritised in accordance with the following response times:
Response Category: Emergency
This refers to a situation that threatens imminent security, safety or environmental risk such as injury to an individual, high risk of damage to property or threatens an essential operational primary output.
Landmarc will attend immediately, make safe and commence work to minimise or eliminate any risk of damage to property and the environment and enable operational output.
Response Category 1: Critical
A Critical incident is one that gives rise to an immediate security, safety or environmental risk or prevents an End User from conducting its critical operations or using an asset. Functionality will be restored within a 12 hour period, with a permanent resolution within 20 working days.
Response Category 2: Urgent
An Urgent security, safety or environmental incident is one that prevents the End User from conducting its normal operations or using an asset. Functionality must be restored within five working days, with a permanent resolution within 20 working days.
Response Category 3: Routine
This category is applied to a Routine security, safety or environmental incident or any other incident where the impact of failure to maintain the function is low. These should be rectified within 20 working days.
The following two response categories apply to RAF Spadeadam only:
Response Category: Catastrophic Failure
This refers to an Out of Hours (OOH), unforeseen event, caused by the significant failure of infrastructure severely impacting operational output.
Landmarc will respond immediately if the failure represents a risk to life, serious reputational damage, has a major cost implication or serious operational impact. We will make the asset safe immediately and restore functionality within 12 hours.
Response Category: Enhanced Reactive Maintenance (ERM)
Enhanced Reactive Maintenance ensures that the health, safety and welfare of End Users are maintained as a priority and that assets remain habitable and useable with minimum disruption. If this response category is activated, the temporary resolution is to restore functionality within 12 hours followed by a permanent resolution within 10 working days.