FAQs
Direct answers to the questions we're asked most before a contract starts, and by clients already on one.
Common questions.
How does the contract work?
One contract covers every service you take, across every site, with one set of terms and one point of renewal rather than a separate agreement per service or per site.
Can you cover sites in different parts of the UK?
Yes. ILUX works UK-wide, with engineers placed by region so a call-out isn't waiting on a single depot.
What is the client portal and what can I see in it?
Your client portal gives you live job status, compliance certificates and reporting across every site, so you're not chasing paperwork by email.
What are your response times?
Response times are agreed by priority and site when the contract is set up. See response times & coverage for how that works.
How does invoicing work across multiple sites?
Invoicing is consolidated so you're not reconciling separate invoices per site or per service, and it's set out clearly when the contract is agreed.
Can we add a new service or site later?
Yes. Services and sites can be added to an existing contract as your estate changes, without starting a new procurement process.
Do you cover our entire estate or just some sites?
Either. Some clients start with one service at a few sites and expand; others move a whole estate across at once. See our coverage for how that's managed.
What happens in an emergency?
Call the same number as the helpdesk, any time. It's one number for both, so you're not trying to work out which line to use.
We're switching from another contractor, how does that work?
We survey the estate, pick up existing service dates and certificates where they exist, and fold everything into one schedule so nothing lapses during the switch.
Who do we actually speak to day to day?
Your account manager for anything contract-related, and the helpdesk for logging jobs or checking status. Both are reachable on the same number.
Question not answered here?
Ask us directly and we'll answer it, then add it to this page if others are likely to ask too.