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Home repairs - Customer Promise

We are committed to delivering the best possible home repairs service to our customers, therefore our Customer Promise must be followed by our staff and contractors, when carrying out home repairs. 

We will observe the following:

  1. Be polite and courteous and behave in a professional manner at all times
  2. Use customers preferred method of contact to confirm appointments prior to attending to complete essential repairs
  3. Inform the customer (and scheduler) immediately if we are running late or unable to keep an appointment
  4. Check system for the job beforehand to understand what is required and examine van stock prior to arrival
  5. Wear clean and presentable workwear with Gateshead Council or Contractor logo
  6. Not park vehicles on dropped kerbs or across paths, be mindful of wheelchairs users, visually impaired, pedestrians and prams
  7. During our visit to your home, proactively show photo identification, as it may not be clearly visible when worn around neck
  8. Introduce our self and clearly explain the reason for the visit and ask for permission to enter your home
  9. Ask the customer how they would like to be addressed. E.g. first name or title and surname
  10. Offer to wear protective shoe covers to safeguard flooring (where it is safe to do so)
  11. Take care with any possessions and protect both inside furnishings and gardens from damage
  12. Comply with all current health, safety and environmental legislation and wear correct PPE at all times
  13. Carry out work to a consistent quality and within the agreed timescales (where possible)
  14. If we believe our personal safety is under threat, leave the property and contact our line manager at the earliest opportunity
  15. Use personal information and data in line with General Data Protection Regulations (GDPR)
  16. Minimise noise and disruption as far as possible; be mindful of customers and those in the surrounding area particularly when working in high-rise or empty properties
  17. Post a card through neighbours doors to advise when working on void properties, this may help alleviate any concerns about who is in the property
  18. Ensure the property is weatherproof, safe and secure at all times
  19. Remove all tools and equipment when work is finished and clean up the work area and inform the customer when any waste materials will be removed.  Not leave any materials or rubbish behind in homes, communal areas or car parks
  20. Reconnect and test services such as water, gas and electricity, if these have been interrupted
  21. Inform you if it has not been possible to complete the repair in one visit and what happens next. Explain what works have been completed and make notes on any follow-on works required before leaving the property; then inform the scheduler that follow-on works are required
  22. Take account of any physical impairment e.g. restricted sight, such as allowing more time to answer the door and to carefully describe each step of the works being carried out to aid understanding
  23. Explain that you may receive a follow up call or customer satisfaction survey
  24. When in your home, be mindful that you may need extra support and to be referred to other services.  We will make necessary referrals or if unsure, raise with our line manager.
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