Customer Care
Whether it’s a first-time machine fix or sound advice on new regulations, we’re all about working with you to keep everything running smoothly. And if you need quick answers to your questions, we’re here when you need us.
Engineer support
Book an emergency engineer or arrange planned servicing and maintenance.
myJLA portal
Job sheets, invoices and all essential documents in one place along with commercial detergents subscriptions.
Servicing/maintenance
Keep your equipment operating smoothly with equipment servicing and preventative maintenance.
Sales enquiry
Whatever your business needs, we have a solution. Get advice from the experts today.
Spare parts
We have an extensive range of spare parts for your laundry, catering, HVAC and fire safety equipment.
Accounts & billing
Whether it’s a simple question or an issue you need addressing quickly our team are here 24/7.
Our customer promise
We understand our customers need a partner who can take care of their critical equipment. That means making sure they have the best equipment and access to experts who always deliver on their promises. That means providing them leading quality and delivering on promises, and offering problem solving technical advice with a friendly smile.
Quick responses with straight answers
Fair resolutions with nothing hidden
From first call to final fix, we take full ownership
Always listening and improving
Need extra help?
For general queries not covered by the areas outlined above, our Care team offers personal support with regular updates, so you know exactly what’s happening, when.
JLA technical advice videos
Our straightforward videos will provide a quick fix for your equipment and machines. Browse the following playlist for to see if we can help to troubleshoot your problem.
JLA Expert Videos
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Frequently asked questions
To help us assist you as quickly and effectively as possible, please take a moment to review our FAQs below by clicking on the area relevant to your business.
Laundry and Catering FAQ's
How do I terminate my contract?
Please contact our customer helpdesk by emailing service@jla.com, who will provide you with a rental terminations form.
What is included in my contract and what is the end date?
Our customer helpdesk can provide you with more information, including the contract end date by emailing service@jla.com.
Who is my account manager?
Our team can provide more information. Please call through to the helpdesk helpline on 0808 239 6793.
My engineer has not turned up or there is no report the engineer has attended site, such as not signing in at reception.
Please call through to the helpdesk helpline on 0808 239 6793.
I booked in an engineer to visit my site, but would like to clarify when they are coming.
Please call our dedicated helpdesk helpline on 0808 239 6793.
How far is the engineer or how long will they take to come?
Our helpdesk team can provide more information on 0808 239 6793.
I would like an update on parts I have ordered.
Please contact the helpdesk helpline at 0808 239 7578.
Engineers are due to re-attend my site with parts that are in stock. Please could you confirm when they are due to attend?
Please call our helpdesk team on 0808 239 6793 or email service@jla.com.
When did my machines last receive a service or receive a professional clean from JLA?
Please call through to the helpdesk helpline 0808 239 6793, email service@jla.com or log in to the myJLA portal if you have access.
Please could you send me a job sheet?
Our helpdesk team can help you. Please contact 0808 239 6793, email service@jla.com or log in to the myJLA portal if you have access.
I would like to speak to credit control with a query.
Please call credit control 0142282282 (option 3) or email ccontrol@jla.com.
We received an invoice, but I’m not sure what it is for.
Please call credit control 0142282282 (option 3) or email ccontrol@jla.com.
I have received a statement of account but haven’t got the invoice, please could you send this to me?
Please ring the helpdesk helpline 0808 239 6793, email service@jla.com or log in to the myJLA portal if you have access.
I would like to chase up a quote or find out where it was sent.
Please call credit control 0142282282 (option 3) or email ccontrol@jla.com.
I have a detergent query or order and would like more information.
Please call the detergents team on 08001422696 (option 1), email clean@jla.com or directly place an order on the myJLA customer portal.
HVAC FAQ's
Fire & Security FAQ's
Sales FAQ's
If something hasn’t gone as expected and you’d like to make a complaint, please review our complaints policy.
What our customers say about us
Laundry with Total Care at Vida Court
“I’m always confident that if there’s a problem, it’ll be solved at speed. Our equipment takes an absolute bashing, but JLA’s engineers look after us with no questions asked. I rest easy knowing I won’t face any repair bills.”
Jill Young, Operations Director at Vida Court Care Home
Working in partnership with Titanic Spa
“Our priority is making sure our guests feel relaxed and cared for during their time with us. And we couldn’t do this without the help of JLA. We’re so glad that we began our partnership all those years ago, and we’re looking forward to continuing our excellent relationship into the future.”
Warrick Burton, Managing Director of Titanic Spa
Reducing downtime at Fern Bank
“Even before we began working with them, we knew JLA had a good reputation. We started out with servicing support, but as time went on, the call-outs became more regular. We realised we would need to replace our existing equipment to provide the best environment and care for our residents.”
Holly Brennard, Manager at Fern Bank Therapeutic Community
Trusted laundry equipment for social care Â
Care home laundry equipment plays a vital role in safety and hygiene by cleaning and disinfecting care home clothing, PPE, bedding and linen, cutting the risks of cross-infection, and helping to protect your residents and staff.Â
At JLA, we supply and maintain a full range of Care Quality Commission-compliant, WRAS-approved and highly energy-efficient commercial washers and tumble dryers. These medical-grade systems come in capacities from 18kg right up to 180kg, and are designed to handle high volumes of nursing home laundry while also reducing your running costs.
As well as being robust enough to perform cycle after cycle, often around the clock, our care home laundry machines are also simple and intuitive to use, offering intelligent programming for the best results. So, you and your teams can spend less time in the laundry room, and more time caring for your residents. Â
Laundry and infection control solutions
SMART Washers
Our washers pack in intelligent sensors that calculate water and detergent use by linen weight. They’re also compatible with OTEX to disinfect loads without wasting resources.
Expert design and planning services
Watch our video to find out what makes a safe and efficient on-site laundry room and how JLA’s experts can help you plan, install, and maintain it all.
Best practice laundry disinfectionÂ
Sanitising linen is critical in the fight against diseases and harmful microorganisms like MRSA and C.Difficile in care homes. It’s also your legal obligation under HTM-01-04, which sets guidance on thermal and chemical disinfection, and is a priority concern for CQC inspectors.
JLA’s nursing home laundry equipment is designed to not only disinfect laundry in line with these regulations, but give you instant verification for your audit trail. It all adds up to peace of mind, wash after wash.Â
WRAS-approved Fluid Category 5 equipmentÂ
Care home sluice washing systems are expected to use backflow prevention devices certified to Fluid Category 5, to prevent supply contamination.
All JLA washing machines and bedpan washers use air gaps as standard, which provide the highest possible level of backflow protection, and give you an extra layer of assurance.Â
Reducing infection risks across the social care sector
Establishing a robust infection prevention and control policy has been a major priority for everybody working to keep residents and staff safe in care and nursing homes.
Infection control is also a big area of focus for the Care Quality Commission, which makes your compliance essential.  Â
With 50 years’ experience supporting care homes and healthcare settings with specialised laundry, catering and specialist disinfection systems, JLA offers a range of high-capacity laundry machines, macerators, bedpan washers and ozone-based room sanitisers, all designed to minimise contamination risk while helping you and your staff maintain high standards of hygiene.
We know that, owing to the communal nature of your environment, the vulnerability of your residents, and the number of visitors, staff and contractors in your setting, infection risks remain high. With this in mind, we also give you access to the tools, best-practice advice, and infection control training you need to stay compliant.
The OTEX ozone laundry system
Effective disinfection systems
- JLA bedpan washers reduce the spread of infection with single touch
- WRAS-approved hands-free macerators eliminate contamination and odours
- OTEX helps you sanitise sheets in as little as 45 minutes
Care home meal preparation made simpleÂ
Your care home’s kitchen equipment plays a big role in how you look after residents, especially when you’re accommodating personal preferences or special diets.
With this in mind, it’s vital you have the right machines on hand to safely prepare and serve your meals, from breakfast right through to supper.Â
But when prep space is often at a premium, and your staff have many other duties to attend to while they’re on shift, it’s also important that your care home cooking equipment is efficient, reliable and simple to use, and compliant with every relevant hygiene standard.Â
At JLA, we supply and look after a wide range of intelligent, energy-efficient commercial cooking, refrigeration and warewashing solutions that make life a little easier for staff in care and nursing homes. Discover catering equipment that’s been designed to serve up nutritious, tasty food, even at peak mealtimes, then help you clean up afterwards.Â
Catering equipment for your care home
Combi Ovens
That’s because our versatile, Energy Star-rated combi ovens are pre-programmed for multiple meal types, and often allow your staff to prepare tasty food at the touch of a button. Our combi ovens come in a range of sizes, so there’s a solution for every space. And because they’re triple-glazed for efficiency, can cook more at once, and only use the steam they need, they’ll save energy, too.
Commercial dishwashers
Hobart Dishwasher
Along with leaving your crockery, cutlery and glassware sparkling clean, JLA’s compact thermal disinfecting dishwashers are engineered to quickly sanitise items and massively reduce the chance of cross-infection in your kitchen.
Design expertise for care home kitchens
Take a look at our video to find out how JLA can help to design an efficient, safe, compliant and effective kitchen for your care home.
Trusted fire protection for the care sector
Robust fire protection is vital in any care or nursing home setting, and the best way to guarantee the safety of your residents, staff members and visitors.
At JLA, we support thousands of care and nursing homes with a full suite of fire safety solutions, ranging from fire risk assessments and automatic opening smoke vents, right through to care home fire alarms, fully accredited fire doors, and extinguishers.
After five decades working closely with care providers, we know your residents’ differing mobility needs demand bespoke fire protection, so we’ll ensure our solutions are always right for your home. In line with the 2001 Care Home Regulations Act, we’ll also work closely with you to develop robust emergency procedures and train staff on plans to evacuate your most vulnerable residents as quickly as possible.
Beyond equipment supply and planned maintenance, we’ll ensure you and your staff are trained on, and operating in line with, all relevant care home fire safety regulations and standards, so you stay knowledgeable, protected, and can give your residents and their families extra peace of mind. This includes making sure your care home’s alarms, fire doors and extinguishers are regularly inspected and maintained in accordance with the new Fire Safety Regulations 2022, and that any potential fire hazards are spotted and eliminated quickly.
Fire doors for your care home
JLA supply and install an extensive range of BM Trada fire door products to keep residents, staff and visitors safe. We also provide quarterly inspection, maintenance and certification to keep doors fully compliant with RRO 2005 and BS 9999.
Our team is dedicated to helping you
At JLA, we believe that our long-term success is built on strong partnerships and genuine collaboration with our customers. To further strengthen this commitment, we have created dedicated teams and roles to take care of the customer journey.
As our Chief Customer Office, Vanessa leads our mission to deepen customer relationships, create meaningful partnerships and make sure that every decision we take is guided by the needs of the people and organisations we serve. While Gemma leads multiple teams in delivering customer satisfaction, trust and value on day-to-day basis.
Take control with myJLA
Sign up to the myJLA portal to gain access to the following features:
- Keep tabs on billing, engineer visits and more
- Get an overview of every JLA-registered site, including equipment
- View your contracts, safety records and certification
- Book a new repair job, in seconds
- Order detergents with online purchasing via myJLA, available 24/7
Advice and insights
If you’re seeking general guidance to help keep your organisation safe, compliant, efficient and operating smoothly, explore the free resources below.
Knowledge Hub
Whether it’s a simple question or an issue you need addressing quickly our team are here 24/7.
Energy SMART Hub
Whatever your business needs, we have a solution. Get advice from the experts today.
Blogs & Articles
Book an emergency engineer or arrange planned servicing and maintenance.
