Rising service, maintenance and repair (SMR) issues are directly impacting vehicle off-road (VOR) time, the Association of Fleet Professionals (AFP) has warned.

AFP members say vehicles booked in for multiple SMR jobs are returning with only the easier ones resolved and “excuses” made for anything more complex

AFP members buying SMR are now regularly reporting a range of problems, according to chair Paul Hollick. And while some of these, such as parts supply, are generally outside the control of suppliers, others, including levels of communication, could be managed better.

“Garages and workshops – from small independents to franchise dealers and repairer networks to fast-fits – are facing similar problems to almost every other part of the motor industry. Getting hold of many parts is difficult while finding trained staff is challenging. These facts are having a direct impact on fleet VOR times and are not the fault of suppliers.

“However, other aspects of dealing with SMR at the moment are more frustrating. Simply getting the attention of suppliers to book in work and resolve any issues that are being encountered can be difficult, especially when it comes to manufacturer warranty work.”

Examples include vehicles booked in for multiple SMR jobs but with only the easier ones resolved and “excuses” made for anything more complex.

“There is a feeling within the AFP that often a real intention to tackle bigger jobs is limited,” Hollick outlined.

The problem has been exacerbated by the new vehicle supply issues, which have forced fleets into operating often significantly older cars and vans.

“On older vehicles, it is almost unavoidable that more SMR is needed and often bigger jobs, too. This means that fleets are now very much reliant on garages and workshops on a day-to-day basis when it comes to minimising VOR. Being able to count on them doing what they say they will do is essentially an operational necessity.”

The AFP said that while it recognised SMR suppliers were often “firefighting in the face of demand” and placed in a difficult situation when it comes to meeting fleet customer needs, more straightforward conversations and a more reliable approach would certainly be much appreciated by its members.

“What they find frustrating are situations when they are left without a vehicle that they were expecting to be repaired and have to scrabble around to find a replacement. It creates difficult situations.”