Customer Care Check Card 

 

What to expect from our staff and contractors



Appointments

  • The Customer Care Centre will agree an appointment with you for the contractor or member of staff to carry out your repair.
  • If the contractor or member of staff needs to come back on another day to complete the work, they will agree a new appointment with you.
  • If the contractor or member of staff is running late, they will let you know and apologise for your inconvenience.
  • If the appointment has to be cancelled, the contractor or member of staff will let you know beforehand, explain why and arrange a new appointment with you.

Appearance

  • The contractor or member of staff will dress smartly and appropriately.

ID cards

  • The contractor or member of staff will wear an ID card, show it to you and not expect you to let them into your home without it.

Meeting you


The contractor or member of staff will:

  • address you politely by name;
  • use a password agreed previously with you if asked to do so;
  • take an interest in the repair and be polite at all times;
  • explain what needs to be done, how it will be done and how long it will take;
  • have special consideration for you if you are elderly, disabled or have special needs; and not enter your home if an adult (over 16) is not present.

Safety


The contractor/member of staff will:

  • protect you, your children and your pets by keeping them away from the work area
  • place tools, equipment and materials in a safe position
  • wear appropriate safety clothing and follow legal safety regulations

 

Home Standards


The contractor/ member of staff will:

  • not make comments about your home
  • not make comments about the work carried out by others in your home

 

Vehicle


The contractor/member of staff will:

  • make sure that their vehicle has the basic equipment they need to complete your repair;
  • display the name of their firm on the vehicle

Quality Assurance


The contractor/member of staff will:

check their own work and ask if you are satisfied with what they have done before leaving;

  • sort out any faults to your satisfaction;
  • ask for your signature on their work documents; and
  • make a note of any issues they can't sort out and report back to the 
    Customer Care Centre