Customer Care Policy

This policy sets out our standard of care and how it is maintained. It lets customers know:

  • that we do care about our work and what our customers think of it
  • what they can expect from us
  • what to do if they are not happy or have a complaint

Defining the standards

Our standards are defined by our customers, so that we deliver the best care for them. We will:

  • regularly ask customers for their opinions on our service
  • use these opinions to shape the service we provide
  • be honest with customers about the services we can and cannot provide

Staff commitment

Our staff are essential in delivering our services and ensuring our customers are happy. We will:

  • ensure our staff are sufficiently trained and competent to deliver our services
  • ensure our staff treat all customers with respect, courtesy and understanding

How we communicate

Efficient correspondence with customers is essential in keeping them happy. We will:

  • listen carefully to the customer
  • be polite, honest and accurate with the information we provide
  • respond to all enquiries promptly and with courtesy
  • inform customers of any changes or delays in good time
  • provide alternative sources for services where we cannot help

How we deliver the standard

  • provide written quotations for works including terms and conditions
  • upon acceptance of the quote, schedule a date for works
  • all work is undertaken so as to minimise the risk of damage
  • ensure the property is left clean and tidy, and as we found it

Measuring the standards

We want to ensure that our customer care is optimal and this will be measured by our customers. We will:

  • seek regular feedback on customer satisfaction
  • investigate any complaints thoroughly
  • use feedback to influence changes in customer care