We will achieve this by:
Ensuring that our business is carried out with integrity, fairness, transparency, respect and a high level of customer focus.
Meeting and exceeding our customers’ expectations with our skills and services. We will do what we say we will, when we say we will, for the price we promised.
Continuously growing and maintaining a loyal business base by developing good working relationships with clients, staff, sub-contractors and the local community.
Ensuring our employees feel valued, respected and rewarded within their roles.
Ensuring a safe working practice at all times, and that Health and Safety legislation is adhered to constantly, within the workplace, on-site and whilst travelling to sites. All staff will, at all times, adhere to the rules set out by the relevant Compliance/ Registration Bodies.
Working with suppliers and manufacturers of the highest standard to ensure all tools and parts used by JLN are of the best quality available.
Ensuring all of our staff are trained to their highest ability, are competent within their roles, tested regularly, kept up to date with legislative changes, and given new challenges within their chosen vocation.
Customer Satisfaction is of paramount importance to all staff at JLN and we take any complaint or issue very seriously. We have taken the following measures to ensure that Customer Satisfaction is consistently of a very high level.
Should our customers not be present during the visit, they can request to be updated on site by our engineer as regularly as they may require.
If an issue has been raised in relation to workmanship, we will send an engineer back to the property as soon as is possible. This means that if an issue arises that is related any works we have conducted then we will put this right free of charge. A charge will only apply if the issue is unrelated to a fault we have worked on.
We rarely come across issues with regards to the booking process however, the main problems we find relate to either confusion of our rates or time slots allocated for us to attend. We endeavour to be as transparent as possible with all policies, but on occasion, confusion can still occur. To eradicate these problems, the following procedures are in place:
Hourly rates + VAT plus any materials. Minimum charge of the first hour which covers fault, diagnosis and repair if possible. Labour is then charged per half hour.
Our engineers carry a wide range of fittings and parts on their vehicles, however, they are often required to collect other necessary parts and fittings to repair/ replace the fault. If an engineer is required to this, time is capped at 45 minutes.
Payment is required on satisfactory completion of the job to the engineer on the day of completion.
Our customers will be contacted via telephone or text message prior to our arrival, to indicate our estimated time of arrival.
We understand that due to factors beyond our control sometimes we can be delayed from previous jobs or projects. In these events, we endeavour to inform the customer as soon as we are aware to ensure that they are fully informed.
In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 024 7667 7667, or write to us at JLN Plumbing & Heating Limited, 208 Winsford Avenue, Coventry, West Midlands, CV5 9NB or email us at firstname.lastname@example.org We aim to respond within 48 hrs of receiving your complaint and where possible, will provide you with a date to remedy any issues raised. Where we are unable to resolve your complaint using our own complaints procedure, as a WHICH? Trusted Trader we use Dispute Resolution Ombudsman for dispute resolution. If you wish to do contact them in the first instance, please call WHICH? Trusted Traders on 0333 241 3209.