Customer Complaints Process

The Process

  • Complaint received email for phone to the office and logged on the database
  • Customer is contacted to discuss the detail, gain photos etc.
  • If it is a historic issue (post 6 months for building prep/plumbing/ electrical) or not Westville’s fault, office to advise the customer that no action will be taken and close the complaint
  • If it is a live issue (or post 6 months insulation issue), office to email ops with the information and photos.  Scheme name and address in the email header.  Email the Scheme Manager for the relevant scheme or the sub-contractor
  • Office to note on the system the date it has been sent to ops
  • Scheme Manager to email Nicole the action taken and resolution
  • Nicole to update the database, call the customer, and close the complaint
  • Jay to speak to customers who we are taking no action with

10 working days – follow up, has it been resolved?

  • Yes – Nicole to call the to customer and check they are satisfied
  • No – Nicole to escalate to Kev, and call customer to advise we are in the process of dealing with it

15 working days – follow up, has it been resolved?

  • Yes – Nicole to call the customer and check they are satisfied
  • No – Nicole to escalate to Kev & Rob, and call customer to advise we are in the process of dealing with it

Monthly – complaint report reviewed by Jay & Kev

Report sent to client via Scott with valuation

Responsibilities

  1. Logging the complaint on the system – office team
  2. Contacting the customer for more information & photos – office team
  3. Forwarding to ops / subcontractor – office team
  4. Advising the customer if no action will be taken (and the reasons why) – Jay
  5. Customer contact & visit within 10 working days – Scheme Manager / sub-contractor
  6. Email Nicole with result of visit and next steps – Scheme Manager / sub-contractor
  7. Deploying labour to resolve – Scheme Manager / sub-contractor
  8. 10 Day check – Nicole
  9. 15 Day check – Nicole
  10. Monthly review – Jay & Kev
  11. Monthly report for the client – Scott to send with valuation documents
  12. Client satisfaction – Linda to confirm with client

Customer communication and Complaints procedure. (for website)

Customer query

For general enquiries please give us a call on:….

 Or fill in the enquiries form on our website.

For any enquiries regarding your ongoing work please give us a call on: ….. or send us an email to [email protected].

Alternatively, if your address falls within a Housing Association Project contact their customer liaison officer as advised at the induction stage.

Complaints procedure

For complaints, please send us your query in writing to [email protected].

Please make sure you include the following details:

  • Your full name and address
  • Contact details, phone number.
  • Details of your query
  • Photographic evidence to support your query.
  • Date of completion for your insulation measure(within 12 month warranty)
  • A copy of your guarantee if your work was completed within a longer period than 12 months.

Dealing with Complaints procedure:

  • Our office will confirm the receipt of your complaint and forward this to our operation department for further investigation.
  • They may have to ask for further details and evidence, please send these ASAP to be able to deal with your complaint in timely manner.
  • You will receive a result of our internal investigation and information of the next steps within 7 working days in writing and any bookings for further inspections will be communicated in writing or over the phone.
  • We will endeavour to book in remedial work within 2-4 weeks’ time (depending on the material availability for the mentioned remediation.

After completion you will receive a call from our team for feedback.