Our Service Charter

All members on our register have agreed to uphold the standards set out in the following "Service Charter".

Contact the customer as soon as possible. It must not be any later than 48 hours from receiving the enquiry (Monday to Friday).
Inform the customer immediately if they are unable or unwilling to undertake the proposed work.
Notify the customer of any minimum charges and call-out fees if applicable.
Arrive at the agreed time for appointments and will give advance warning of any unavoidable delay.
Treat customers with courtesy and respect.
Give the customer an expected date for when they will receive the quotation and ensure that it is delivered by that date.
Respect the customer's privacy and take all reasonable steps to ensure the security of the premises and to promote a safe working environment.
Complete all work efficiently and to the highest possible standards.
Supply a clear and detailed written quotation for the proposed work, ensuring that the prices are as accurate as possible, with no hidden fees, based on the information provided to them.
Ensure that all work is started and completed on the agreed dates / times and that any unavoidable changes are clearly communicated to the customer.
Ensure that second-hand or discontinued materials are not installed unless agreed with the customer.
Agree guaranteed elements of work with the customer.
Leave all areas clean and tidy and remove all rubbish upon completion of the job.
Supply a receipt for payments received.
Deal with any complaints and /or disputes as quickly as possible.

It is also their responsibility to:

Comply with all statutory laws and building regulations.
Only employ staff that are qualified and hold the appropriate certificates.
Maintain statutory registrations where appropriate e.g., Gas Safe Register, Part P, etc.
Maintain adequate public and employee liability insurance.
Ensure that all employees and sub-contractors meet these standards at all times.

Check a Member