Safety
Our contractors will:
- Guarantee staff, workers and sub-contractors are suitably skilled and competent.
- Always follow health and safety procedures and never put anyone at risk.
- Guarantee particular care is given when children are present, and never enter a resident's home or continue working, where children (under the age of 16) are unaccompanied.
- Provide additional help and show extra consideration to elderly residents, or anyone with special requirements.
Consideration and standards of behaviour in your home and neighbourhood
Our contractors will:
- Always let you know if they're going to be late for an appointment with a revised estimated time of arrival.
- Always have shoe covers.
- Always carry a photo id card and show it to you when they arrive at your home.
- Be professional, polite and courteous at all times.
- Respect your homes and belongings.
- Respect your knowledge of your home.
- Communicate effectively the works to be completed.
- Not use offensive language or behave in an improper manner.
- Try to minimise noise and disruption.
- Never smoke or vape in your home, or directly outside your doors/open windows.
- Never use your electricity, toilet or washing facilities without your permission.
- Never play music when working in or around your home, without your permission.
- Drive and park considerately at all times, leaving contact details visible if using a resident's bay.
- Be properly dressed at all times in clean company uniform.
- Give notice if electricity will be turned off even for short periods of time and check whether doing this may impact on a residents health.
Clean and tidy
Our contractors will:
- Leave your homes and communal areas secure and clean & tidy.
- Protect flooring using clean dust sheets where necessary.
- Never leave tools and/or materials overnight in residents' homes without their permission (and at contractor's own risk).
- Remove or recycle all waste materials on the same day and remove from site- not using your bins or the communal bins.
Responsibility
Our contractors will:
- Communicate only with the resident or their officially appointed representative.
- Guarantee that all information concerning residents is kept strictly confidential at all times, and is only used in accordance with data protection principles.
- Monitor levels of customer satisfaction and aim to resolve any complaints within ten working days.
- Listen to residents' feedback and take resident comments on board where possible, to improve the overall service.
- Let our customer service centre know (as soon as possible) if you're not going to be in for your appointment.
- Let our customer service centre know if the contractor doesn't turn up as arranged.
- Always have your job number when you contact us.
- Make sure the area to be worked in is cleared.
- Keep children away from where the work is being done.
- Keep pets in another room if possible.
- Give us feedback (both good and bad) so we can improve the service delivered.
What you can do to help:
- Let our customer service centre know (as soon as possible) if you're not going to be in for your appointment.
- Let our customer service centre know if the contractor doesn't turn up as arranged.
- Always have your job number when you contact us.
- Make sure the area to be worked in is cleared.
- Keep children away from where the work is being done.
- Keep pets in another room if possible.
- Give us feedback (both good and bad) so we can improve the service delivered.