Sensory Room Service, Maintenance & Support

Experia has installed over 2,500 sensory environments across education, healthcare, and public spaces over more than 20 years.

Many of these environments remain in daily use more than 10–15 years after installation, while others across the sector gradually fall out of use without the right structure and support. This is a common issue across sensory environments.

This longevity is achieved through:

• High-quality manufacturing
• Structured servicing
• Preventative maintenance
• Ongoing support

Experia provides a planned and repeatable service model designed to maintain performance and reduce risk.

Each environment is supported through:

• Two scheduled maintenance visits per year
• Full system inspection and testing
• Cleaning and hygiene procedures
• Preventative adjustments and minor repairs
• Documented service records and client sign-off 

This ensures environments remain safe, functional, and ready for use.

Every service visit follows a structured process, covering all equipment within the environment.

This includes:

• Testing all products for correct operation
• Checking fixings, mountings, and safety
• Cleaning and sanitising all equipment
• Empty and clean of bubble tubes
• Inspecting visible cabling and connections
• Replacing consumables where required
• Validating control systems and interactivity 

Each product is assessed and categorised by condition, with clear actions identified where necessary.

At the end of the visit:

• A full service checklist is completed
• Any recommendations are discussed
• The sensory products are shown working
• A signed handover confirms readiness 

Experia focuses on preventing issues rather than reacting to them.

Regular servicing helps to:

• Identify early signs of wear or damage
• Maintain safe and secure installations
• Ensure hygiene standards are met
• Avoid unexpected failures
• Extend the lifespan of the environment 

This reduces disruption and ensures consistent performance.

Planning a sensory environment?

The most effective sensory rooms are designed with long-term use and maintenance in mind from the start.

Get a sensory room design with a full lifecycle plan

If an issue arises, Experia provides a clear and efficient support process.

Most issues are resolved through:

• Phone support
• Email support
• Remote guidance 

Where further work is required:

• Smaller products are returned for repair
• Larger systems are serviced on-site 

All requests are logged through a structured system to ensure accurate diagnosis and efficient resolution.

Typical response time varies on Service level agreement but usually 3 - 30 days.

Experia products are engineered for continuous, everyday use.

• Every product undergoes a 21-point testing process before release
• High-quality components are used throughout
• Systems are designed for daily operation
• Spare parts are held to support long-term maintenance 

Across the entire installed base, faults are rare and are typically linked to misuse or accidental damage rather than product failure.

• 3-year warranty on all in-house manufactured products (extendable to 5 years)  
• 12-month warranty on third-party products
• Covers parts and labour
• Excludes misuse, damage, and general wear and tear 

Following warranty, full repair and support services remain available.

A sensory environment is only effective if it is used consistently and managed properly.

Experia supports organisations beyond installation by providing guidance on:

• Planning sessions with clear objectives
• Assigning responsibility for the environment
• Monitoring usage and condition
• Reporting issues promptly
• Maintaining a clean, organised space 

In many settings, environments become part of daily operations, with structured use and clear ownership.

This ensures they remain safe, well-maintained, and consistently used over time.

To maintain performance, environments should be:

• Cleaned regularly
• Checked for basic issues
• Managed by a designated responsible person 

Experia provides checklists and guidance to support this.

Where basic maintenance is not followed, minor issues may go unresolved and affect performance over time.

Area                                       Basic / No Support    Experia
Maintenance approach          Reactive                       Preventative
Fault handling                        Ad hoc                         Structured system
Inspection                              Limited                        Full environment check
Documentation                      None                           Full service records
Lifespan support                    Minimal                       Long-term lifecycle management
Reliability                               Variable                       Consistent
Downtime                              Higher                         Reduced
 

Choosing the right support structure reduces:

• Downtime  
• Disruption  
• Unexpected costs
• Equipment failure 

Experia environments are designed and maintained to continue performing reliably over many years of daily use.

A sensory environment is a long-term investment.

With proper maintenance and support, environments can remain in daily use for well over a decade infact many of Experia rooms have been in use for 15 - 20 years.

Without it, reliability and performance can decline.

Experia’s structured approach ensures environments continue to deliver value year after year.

What happens if sensory equipment breaks?

Most issues can be resolved quickly through phone or email support, often without the need for a site visit.

If further work is required:

Smaller products can be returned for repair
Larger systems are serviced on-site

All issues are logged and managed through a structured support process to ensure efficient resolution.

How often should a sensory room be serviced?

For environments used regularly, servicing is typically carried out twice per year.

This ensures all equipment remains safe, clean, and fully operational, while identifying any potential issues early.

How reliable is sensory equipment over time?

Experia environments are designed for long-term, daily use.

Many installations remain in operation for 10–15 years or more, with faults being rare and typically linked to misuse or accidental damage rather than product failure.

Can most issues be fixed remotely?

Yes. Most support requests are resolved through:

Phone guidance
Email support
Simple troubleshooting steps

This reduces downtime and avoids unnecessary disruption.

What does a maintenance visit include?

A full maintenance visit includes:

Testing all equipment
Checking safety and fixings
Cleaning and sanitising
Inspecting cables and connections
Replacing consumables
Validating control systems

Each visit is documented, with clear recommendations and a signed confirmation of completion.

What is covered under warranty?

In-house manufactured products: 3 years (extendable to 5 years)
Third-party products: 12 months

Warranty covers parts and labour, but excludes misuse, accidental damage, and general wear and tear.

Who is responsible for day-to-day upkeep?

Organisations are expected to:

Keep the environment clean
Carry out basic checks
Assign a responsible person

Experia provides guidance and checklists to support this.

What happens if maintenance is not carried out?

Without regular maintenance:

Minor issues may go unnoticed
Equipment condition may decline
Reliability can be affected over time

Regular servicing ensures the environment continues to perform as intended.

What Is a Sensory Room?
Sensory Room Cost Guide
Sensory Room Design Guide
Sensory Room Equipment Guide
Sensory Room Planning Guide
Sensory Rooms in Schools

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