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CODE OF PRACTICE AND CONDUCT

 PROMISE TO CUSTOMERS
We promise to:
  1. Keep appointments with prospective customers. If we are unable to keep the appointment we will notify the prospective customer as soon as possible.
  2. Inform a prospective customer immediately if we cannot, or do not wish to undertake the proposed work.
  3. Provide a written estimate for undertaking the proposed work and to ensure that this estimate is as accurate as possible based on the information available at the time it is prepared.
  4. Notify customers of minimum charges and call out fees before the work commences and not to use hidden charges.
  5. Notify the customer of a realistic start date for undertaking the work and a realistic estimate of the completion date.
  6. Start the proposed work on time and complete the work on time. If for any reason delays have or will be incurred, to notify the customer as soon as possible and to set a new realistic start and/or completion date.
  7. Inform the customer, without delay, when any additional or unforeseen work is identified and provide a written estimate for undertaking the additional or unforeseen work.
  8. Undertake the work using a high standard of workmanship and keeping the area of work clean and tidy.
  9. Deal with any complaints and disputes in a speedy and reasonable manner.
  10. Never demand cash or full payment from a customer before the work is complete.
  11. Treat the customer in a civil manner at all times and never to verbally or physically abuse or threaten a customer.
  12. Provide a receipt for all payments for work undertaken.
 PROMISE TO NWHS-ONLINE
We promise to:
  1. Agree to be Vetted and Monitored by Neighbourhood Watch Home Services during the period the agreement is in force.
  2. Allow credit checks to be undertaken by or on behalf of Neighbourhood Watch Home Services before or during the period of the agreement.
  3. Leave sufficient Neighbourhood Watch Home Services Performance Monitoring Cards with different customers to ensure that a minimum of 10 cards per annum are returned to Neighbourhood Watch Home Services.
  4. Maintain communications with Neighbourhood Watch Home Services by advising of any changes to contact details immediately, telephone calls being answered within 24-hours and all written correspondence being replied to within 7-days.
  5. Notify Neighbourhood Watch Home Services of any complaints and/or potential complaints without delay and in all cases within 7 working days of receipt of the complaint.
  6. Comply with all reasonable requests from Neighbourhood Watch Home Services to resolve complaints in a fair speedy and reasonable manner.
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