Working with us

New charter building company

Building Company at New Charter

Great Homes, Great Neighbourhoods, Great People

Standards & Service

We recognise that every customer has specific requirements and our job is to service our customers and deliver their goals. We are aware that many views require addressing, to ensure success for every job.

These include:

		Recognising that we are only here to build and maintain for the customer and to improve their facilities.
		Recognising that we are working in the homes or premises of customers, we must ensure that we all respect this.
		Regime for locking up and checking all is satisfactory in the evenings
		People issues will need to be dealt with as well as building issues, i.e. ensuring each customer has a clear understanding of what is going to happen within and around their home or premises.
		To create an informed and honest environment for the customer with regard to programme, notice etc.
		To be aware of and have planned processes for the disabled, sick and elderly customers and those who speak a foreign language.
		That our communication system with customers is clear.
		Clear roles and responsibilities communicated properly to customers.
		Our goal must be to satisfy the customer.
		Safe and tidy environment throughout the project.
		Works being completed on time and to the highest quality.
		That we focus on and improve: Internal works Completion Damage Cleanness Overall Satisfaction
		Bespoke customer charter sets out the level of service to be delivered.
		Agree system for arranging access.

Dealing With All Contacts

Purpose:

		When dealing with anyone in the course of your work you represent New Charter. New Charter expects you to behave in a proper and professional manner. Below is the minimum standard to be achieved when dealing with (contacts) customers.

Scope:

		All dealings with customers (both internal and external), suppliers and all those you come into contact with through your work.

Procedure:

		Prior to visiting or meeting any customer, ensure you are equipped with the correct material or information you may need.
		Ensure your ID is presented to all customers for verification. Dealing with all customers should be conducted with honesty, integrity and in a courteous manner.
		Be punctual. Should the need arise ensure you communicate the reasons for delay or postponement of meetings or works.


Conduct Section:

		All materials/plant/tools etc shall be removed from the properties and garden areas at the end of each working day.
		Dustsheets are to be laid wherever the operatives may walk within the properties. Where there is potential for spillage on paths and driveways, protective covering is to be laid.
		On completion of the works, and in any case, at the end of each working day the operatives are to dust, sweep, vacuum and clean the property where dirt/debris has arisen due to the works.
		All disengaged services must be reconnected overnight or alternative arrangements made.
		Noise is to be kept to a minimum. Radios are not to be played.
		All Operatives must comply with the following: - Wear ID at all times Park in designated parking facilities Use designated toilets/or seek permission off the customer Be polite and courteous Wear N.C.B.C. uniform
		You must not impede access to the property.

No Smoking Policy:

		There is a 'No Smoking Policy' throughout the Group. Smoking while attending external meetings on behalf of the Group, including meetings with customers in their homes, tenant's association meetings, etc is not permitted.

Dress Code:

		You are expected to attend work dressed in a manner appropriate for your duties. Whilst at work your dress and general appearance should be clean, tidy and consistent with the professional image, which the Group seeks to project. You will be expected to wear the appropriate uniform if your post is a designated one for which a uniform is expected to be worn.

Vulnerable Tenants:

		When visiting the elderly, remember it could take them longer to answer the door. Always show your ID - do not wait to be asked.

Telephones:

		The minimum standard to be achieved is that 95% of calls should be answered within four rings (10 Seconds).

		Answering the telephone: "Good Morning/ Afternoon" (as appropriate). "New Charter Building Company - Section/Name of representative speaking". "How can I help you?"

		Calling Customers: "Good Morning/ Afternoon" (as appropriate). Name of Caller (New Charter Building Company - Section/Job Title - Purpose of Call.

		At all times customers must be dealt with in a courteous and polite manner.

General

		Service standards are mandatory and need to be adhered to by all employees irrespective of position, grade or job title.
		The service standard detailed shall be reviewed periodically and revised to ensure that a consistent high quality service is being delivered at all times.

Monitoring Standards:

		Through the Building Company Department's procedure post inspection and customer service survey sheets feedback.
		Daily contact with operatives or as applicable.
		Client Contractual meetings.

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