What our clients think.........
We always appreciate feedback from our jobs, this helps us to make any changes necessary and good remarks from our clients are always well received by our teams. Good or bad we want to hear from our clients so we can make sure we are getting it right everytime.
Customer Care Policy
Our pledge to the customer..
To provide competent and professional staff , ensure a high standard of health and safety, to provide you with polite and courteous staff., communicate regularly and ensure prompt attendance (extracted from our Customer Care Policy) should you require a full copy, we can email this to you.
Data Protection Act
We do not pass information on to third parties, unless we have your permission ie giving out contact details to a sub contractor. You are entitled to see a copy of your data, To request that it is amended or deleted from our information and marketing systems, we may ask for your permission for the taking of and use of photographs only. No other data will be used. This forms part of our Customer Care Policy.
Site photos may appear on our website or occasionally on marketing literature, no other details will appear with regards to names and contact details. Photos help our future clients to understand what we are capable of doing.
We appreciate that some projects have deadlines and budgets. Key to these issues are good communication and planning, and working closely with the client. Please remember however that when certain made to measure or non stock items are required for a project this may cause delays. We are always happy to suggest alternatives that may also save you money, but still remain high in quality.
Should you have any problems with defective works we will be happy to attend to these immediately. Should we however find that any defects have been caused due to client misuse you may be charged.
‘I have to say that they have done a superb and thorough job. The two gentleman that came were very polite and made sure all the relevant safety signs were in place and made sure the work was carried out with the minimum disruption to staff and visitors’
Customer Complaints Procedure
If you find that at any time during the contract you are not happy with any aspect of the works please speak directly to either the Site Contact or Mike Schooling as soon as possible, so that if remedial works are required these can be carried out whilst our employees are on site.
If you are unhappy with the conduct of any employee of our Company, working on the contract please contact Mike Schooling or Emma Favas in the first instance on 01626 778225.
This forms part of our Customer Care Policy.
We currently have a system of processes in place which form our Quality Management System, we hope to eventually have our system assessed for a QMS Accreditation such as ISO: 9001 or Charter Mark. Our system charts from our clients first contact, through to estimating, pre contract, project management, snagging, completion and after sales care.
What our clients say
I cannot fault any of the workmanship. If I had to praise one thing it would be the excellent tiling of the shower area, and the clean way everyting was left at the end of each day.
Sub Contractors Feedback
We want to ensure that all of our teams work well together, and that everyone provides the same level of good Customer Service. In order to help us monitor this, we ask our Managers to provide feedback on our SubContractors, this is then passed onto them. We are also introducing Sub Contractors Feedback, so our Subcontractors can rate us on how we performed.
Customer Feedback Questionnaire
Where possible at the end of a contract, we will send the client
/ tenant a Customer Appraisal Form. This outlines 8 basic questions on a rating of 1-10, 10 being the best. Current averages overall are at 9.78. If you have not received a Client Feedback form and would like to complete one, we can email or post them, please call to request.
We use client feedback forms to continually improve our service and processes to ensure we offer a good value for money service at the best standard.