We know that our and our client’s customers are our future and our key to the success of our businesses, we ensure that we provide the perfect service with excellent communication throughout of processes.
Our customer team is led by Jade Murray, senior customer liaison advisor, Jade and her team will provide daily support to our projects for our customers and those affected by our works and will do their utmost to ensure you have the perfect experience during our work.
We follow a customer focused process which begins before our engineers arrive in your street, your see us knocking on doors to begin our explanation of the works and to answer any questions you may have at this time. If our customers aren’t home at this point we will leave a detailed letter of our process that includes contact number for every stage.
You will see lots of different faces during our works, all of which are happy to help and support our customer experience. We work closely with our clients to ensure a 10/10 service is provided throughout our works.
Vulnerable customers will be provided with alternative heating and cooking appliances if the work overruns. We will also ensure they are re-connected as early as possible. We understand our works can be quite a daunting experience but we are here to support you throughout and explain every step to ensure it runs smoothly.
Once our works are complete we carry out follow up visits to ask about your experience and explain our customer survey that you may receive in the post. All our teams are incentivised on outstanding customer care.
Our customers are at the heart of everything we do and we believe in building relationships with every one of them to understand their needs.