Call Centre/Administration Operation

  • 80% of all incoming telephone calls will be answered within 20 seconds.
  • Fully trained Technical and Customer Service personnel identify the customer's requirements and deal with them in an efficient and courteous manner.
  • All letters are answered or acknowledged within two working days and a full response posted within five working days
  • A response is sent to all faxes that request an acknowledgement on the same day.
  • Call Centre Opening Hours:-
    Monday to Friday: 8:00am to 8:00pm.
    Saturday: 9:00am to 4:00pm
    Sundays and Bank Holidays: 9:00am to 12:00pm.
    Christmas Day closed.
  • A key Trade customer priority line will be made available. An operator initially answers all calls to identify the customer's requirements, with the caller returning to the switchboard if not answered within 30 seconds.

Service Calls

  • Customers with an appliance that is totally out of action will be offered a same day or next day working day priority appointment wherever possible.
  • Engineers contact customers on the day of the visit, before 8am, to provide a 2-hour ‘arrival window’. Customer can also be offered the first visit appointment if appropriate.
  • 95% of calls will be resolved within one visit. Revisits to fit a ‘functional’ part will be made within 2 working days.
  • Reports on Installation faults will be made direct to the Installer, if known, from site.
  • A dedicated Regional Service Manager will be appointed to manage local relationships.