By Ben Donaghy, Business Development Manager at JTM Service

Over the years, I’ve spoken to many care providers about their laundry equipment, and one thing has become clear. Very few conversations start because someone is looking for the cheapest maintenance company. More often, they’ve reached the point where they’re questioning whether they’re getting the support they need from their current supplier.

Commercial laundry equipment is one of those things that rarely gets much attention when it’s working properly. But when a washer or dryer breaks down in a care home, hospice or healthcare setting, it quickly becomes everyone’s problem. In my experience, it’s rarely one major incident that prompts someone to start looking elsewhere. It’s usually a series of frustrations that build up over time until confidence has been lost.

Reliable laundry equipment plays an important role in maintaining hygiene, supporting infection prevention and ensuring staff have the clean linen they need to deliver high standards of care. When equipment is out of action, the impact is felt far beyond the laundry room.

When confidence starts to disappear

Hardly a week goes by without someone sharing a frustrating experience with their current supplier. Sometimes it’s waiting too long for an engineer to arrive. Sometimes it’s having to chase for updates because nobody has called back. Other times it’s seeing the same machine break down repeatedly without anyone getting to the root cause.

On their own, these issues might seem manageable. But when they happen regularly, they start to affect confidence.

I’ve never had a customer tell me they enjoy changing maintenance companies. Most would much rather continue working with a supplier they know. It’s only when the frustrations keep building that they decide enough is enough.

Good communication makes all the difference

Equipment breakdowns are never convenient, and most facilities managers understand that not every repair can be completed immediately. What they do expect is honest, proactive communication. If a part needs ordering or an engineer needs to return, that’s understandable. What matters is keeping the customer informed, providing realistic timescales and doing what you’ve said you’ll do.

One thing I’ve noticed is that the breakdown itself often isn’t the biggest frustration. It’s not knowing what’s happening next. Without clear communication, uncertainty grows. Staff are left chasing updates instead of focusing on the people they care for, and something that should be straightforward becomes far more stressful than it needs to be.

It’s about much more than fixing a machine

When commercial laundry equipment is out of service, the knock-on effects can be significant. Laundry may need to be outsourced, pressure is placed on the remaining machines, and staff spend valuable time finding workarounds. In busy healthcare and care environments, where teams are already under pressure, that disruption can quickly spread across the wider operation.

Safety is another important consideration. Customers rightly expect their equipment to be maintained properly, not just repaired when something goes wrong. Planned servicing, thorough inspections and attention to detail all help improve reliability and reduce the risk of avoidable problems.

Ultimately, good maintenance is about giving customers confidence that their equipment is being looked after properly.

What should you expect from your maintenance partner?

A good maintenance partner should do much more than respond when something breaks down. They should communicate clearly, respond promptly, carry out effective preventative maintenance and understand the environment they’re working in. They should look for opportunities to prevent problems, rather than simply reacting when equipment fails.

Preventative maintenance is often overlooked, but it can make a real difference. Identifying worn components or potential faults during a planned service visit can help avoid more serious breakdowns later, reducing disruption and extending the life of the equipment.

Being open transparent matters too. Whether it’s response times, maintenance schedules, contract terms or pricing, I believe customers should know what to expect and never be left wondering where they stand.

Is it time to review your current supplier?

If you’re considering whether your current maintenance provider is still the right fit, I’d encourage you to look beyond the headline price. Ask yourself:

  • Do they communicate well and keep you informed?
  • Do they respond when they say they will?
  • Are they helping prevent problems, or simply reacting to breakdowns?
  • Do they understand the demands of your environment?
  • Do you have confidence that they’ll be there when you need them most?

Those questions often tell you far more than the cost of a service contract.

At JTM Service, we’ve supported our laundry customers for more than 40 years. We understand that when equipment fails, it isn’t just a machine that’s out of action. It affects staff, residents, patients and the smooth running of the whole operation.

That’s why we believe a good maintenance partner is about much more than repairing equipment. It’s about building trust, communicating openly and giving customers the confidence that they’re supported by people who genuinely care about keeping their operation running smoothly.