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Customer Management....

Customer management processes
Our approach to customer and resident management is guided by the requirements of our clients and the needs of their residents. We adapt our procedures to meet our clients’ needs and residents’ needs wherever possible.

We believe that the most important aspects in delivering a successful project are:

• Effective communication in an open and honest manner with all parties involved
• Developing products to offer innovative solutions to our customers
• Customer/resident focus and satisfaction
• Providing a high quality service that offers value for money
• Measuring performance and continuously applying lessons learned

Early pre-start meeting
We will attend a pre-start meeting with the contractor to agree the programme, discuss questions about the specification.

Pilot properties
We would also like to undertake a pilot property which we would attend so that quality of installation can be agreed and signed off as a template for all other properties.

Survey and Installation
A surveyor will visit properties and conduct individual risk assessments. As part of the risk assessment process the surveyor will discuss any special requirements such as low handles or DDA requirements. An approximate installation date will be given and when it is time for installation we will confirm the dates with residents.

We understand that delays can cause inconvenience for residents. We set key target dates on our database so that we can ensure that we achieve the programme. This takes lead times into account and gives key dates for survey, manufacture and delivery of the products.

Resident choice
On a number of our contracts we have offered residents a choice of window and door designs and colours and this is something that we can discuss further if this is desirable.

Regular progress meetings
Regular contract review meetings will take place so that we can review progress, address any issues and make suggestions to improve service delivery. We will seek to obtain feedback on our performance and we will use this feedback to improve our service offering by training our staff and subcontractors.

Ensuring quality
We are ISO 90001:2008 accredited and we have an extensive set of procedures for checking the quality of our products and the quality of installation work to help us achieve quality, right first time installations.

Products are quality checked by our transport team at the time of manufacture, prior to dispatch, to ensure that the product is correct and the quality is right. Details are then logged onto our database. This procedure ensures that we do not waste unnecessary time.

During installation our contract managers and site supervisors carry out regular in progress checks. We have developed a quality checklist that is used during the inspection. The checklist covers health and safety compliance, customer service standards and the quality of workmanship achieved. When installation is complete our site supervisor undertakes a final inspection to make sure that the resident is satisfied with the works. These forms are passed to our administration team who analyze the information and look to target individuals or groups who may require additional training.

While we are flexible with our approach a typical customer experience process chart is enclosed below.


Our address....

Sycamore House                               Cross Green Industrial Estate Knowsthorpe Lane                                     Leeds LS90PJ

Phone: 0113 2483773
Fax:     0113 2482123
E-Mail Address: