Customer Care
4.1 Suppliers should always remember that they are working in someone’s home and that they must treat it as such. The Supplier should ensure that all dealings with Customers of Hafod are conducted in a professional manner.
4.2 Additionally, Suppliers should recognise that Customers are paying for the service they are providing through their rent or other charges. This should also be pointed out to their employees and sub-contractors. Suppliers should:
- Attend appointments punctually
- Introduce themselves to Customers and show proof of identity, preferably with photographic evidence;
- Explain the nature and purpose of the visit;
- Treat Customers with courtesy and respect;
- The Supplier must not use the Customer’s amenities without permission, or use Customers tools, cleaners etc.
- Do not smoke in or around a Customers property
- The Supplier must supply their own power supply, unless otherwise agreed with the Customer and agree a rate in writing with the Customer and inform Hafod immediately.
- Provide appropriate protection during the works to prevent damage to furniture and fittings in a property and its gardens, if any; suitable dust sheets are to be provided to cover all furniture, floor coverings and fixtures in every room where work is being carried out and all reasonable precautions are to be taken to prevent the ingress of dust, fumes, etc. to other parts of the property, and that of adjoining neighbours. Shoe cover protectors must be worn except in void properties.
- Refrain from disconnecting any service without prior notification to the Customer; any such interruption should be kept to a practical minimum and under no circumstances should it extend overnight or over a weekend;
- Carry out all work in a clean and safe manner; due regard should be given to sharp, dangerous tools and toxic substances in addition to the entry, exit and mobility requirements of occupants, small children, elderly, disabled and visitors to and within the Customer’s home;
- The property must be always kept clean and tidy, and, at the end of each day’s work, all debris is to be either moved or bagged and stored outside in a location convenient to the Customer. Any skips provided must be enclosed.
- No furniture/white goods belonging to the Customer must be moved without prior written consent to do so from the Customer.
- At the end of the works, the property must be thoroughly cleaned of all Suppliers debris and dust and left in a condition acceptable to the Customer;
- Keep safe all materials/hazardous materials used to avoid any nuisance or danger to the Customer and any visitors and not store any materials overnight at the Customers property for the purpose of executing the work
- No smoking policy. The Supplier is advised to inform all operatives that a no smoking policy exists whilst in any Hafod property including voids. Further to this, the Suppliers’ employees shall (where a Customer is smoking in their home whilst they carry out their duties), be within their rights to ask the Customer to refrain from smoking until such time as the Supplier has completed their work and left the premises. Should the Customer fail to comply, the Supplier shall be within their rights to stop work and advise the Customer of the reason. The Supplier shall notify the relevant Project Surveyor immediately.
- Refrain from using radios or any other form of musical entertainment; inappropriate or offensive behaviour, in particular alcohol abuse, the use of foul language or racist and/or sexist comments will not be tolerated and will result in the matter being investigated and appropriate steps taken as outline in outlined in Section 3;
- Be properly supervised and the Supplier must hold themselves liable for making good errors and omissions by their operatives within a reasonable period of time.
- When working in a property, Suppliers do not have the right to allow others into the building without the permission of the Customer. Should you leave the property during the temporary absence of the Customer, it will be the Supplier’s responsibility to ensure that the property is properly secured.
- Execute all works in a careful and diligent manner and in accordance with all relevant specification clauses and to the complete satisfaction of Hafod’s Project Surveyors. The Supplier shall at all times keep any public footpath free from obstruction; the Supplier will be held responsible, and must make good at their own expense, any damage caused to buildings, adjoining properties, carriageways, kerbs, pavements, lamp posts, fencing, drainpipes, cables, main services, trees, bushes, shrubs, etc., arising from the execution of works and must provide and maintain, and clear away on completion, at their own expense, all necessary temporary barriers and protection, ensuring all relevant licenses and permits are obtained/valid;
- On completion, reinstate to the satisfaction of Hafod and its Customers all decorations, grassed areas, paths, paving and fences where applicable;
- Be suitably dressed and wear any company branded uniform;
- Keep Customers’ homes secure at all times.
4.3 Hafod will retain the right to exclude specific operatives from site if their behaviour is thought to be unsatisfactory towards Customers, staff and any member of the public that maybe affected by their actions.