Communication with residents and contract management staff

As a long-standing, family business, our natural mode of communication is friendly, face-to-face. We always try to empathise with individual residents, to get to know them and be a friendly, recognised face to the vulnerable, elderly and disabled.

Feedback, good or bad gleaned from conversations is recorded in our daily reports and acted upon promptly. Important issues will be reported to the contract management team.

We welcome site meetings with the contract management team, either on the days we work or as a scheduled appointment to suit you

Of course, the contact management team can get in touch with us at any time and Brian Briscoe will be your main contact, via mobile phone. Brian is the Managing Director of the business but very hands on.

We have two admin staff who monitor emails, and you can expect a reply within one business day or within two hours for urgent matters.

The scheduling of services will be planned in advance to provide the most efficient use of time and resources whilst achieving the required high-quality standards. Where we are made aware that specific scheduling is not ideal for residents, or not what the contract management team want, we will happily agree an alternative schedule to suit all parties.

Customer satisfaction

We will produce project plans when on-boarding each work site. These will set out the quality standards expected of each visit and include a completion checklist which will ensure no tasks are missed. This should ensure that we get our service right, first time.

Should any issues be raised by residents or the contract management team, we will respond promptly. After full investigation, we will have an open and honest review discussion with the contract management team and agree on any remedial actions and/or preventative measures.

We always put the resident first and treat them fairly and respectfully. We have a friendly and approachable style and listen to residents because we understand that we are representing you. Our staff are trained to deal with residents in a sensitive and efficient manner and will go out of their way to help, even for minor non-contracted tasks where possible.

Communication with operatives on the ground

Brian Briscoe is hands-on and will most-often be on site at all times. Communication between management and operatives is therefore not an issue. At other times, Brian or Craig, the Directors can be contacted via mobile phone if necessary.

Management will be on site to review the completion checklist for each visit and sign-off on the work done in accordance with the quality standards set.