UKW CHARTER (amendments)

[Del]

Can I suggest that we go through the charter and amend some of it rules.
I have already had some feed back from councilors. Therefore can I propose that we use a seperate thread within the topic for each part of the charter, otherwise it could get messy and hard to follow.

Sean

[Del]

Re: UKW CHARTER (amendments)

PART 1

RULE 1)

1. To be courteous and professional at all times (all agree)

RULE 2)

2. To be presentable to the public and be clean and tidy both in appearance and in any work carried out (all agree)

RULE 3)

3. To be contactable by phone, fax and email

(the question was posed:- Is it necessary to include fax ?)

RULE 4)

4. To be honest and open with customers

( might this rule be taken to infer that members are not already both open and honest) A suggested alternative was :-

4. To communicate clearly and simply with the customer on all issues relating to the repair in hand

RULE 5)

5. To remain within the boundaries set by legislation at all times

A suggested alternative was :-
5. All works to be carried out in accordance to current UK Legislation.

RULE 6)

6. Carry a minimum of 2 million pounds public liability insurance or 5 million pounds for members dealing with gas that are CORGI registered.

(all agree)

[kwatt]

Rule 3, no problem with that for me although fax to email is free and readily available, as well as bloody handy at times to those without a fax.

4 & 5 no problem again, same thing put a different way.

6 I’d suggest changing it to carrying minimum of £2M cover and leave it at that as it is clearer and, I’ve found out that you only need £2M for gas work anyway.

K.

[Del]

Re: UKW CHARTER (amendments)

UKW CHARTER PART 1 (Amended draft)

PART 1

RULE 1)

1. To be courteous and professional at all times.

RULE 2)

2. To be presentable to the public and be clean and tidy both in appearance and in any work carried out.

RULE 3)

3. To be contactable by phone, fax and email.

RULE 4)

4. To communicate clearly and simply with the customer on all issues relating to the repair in hand.

RULE 5)

5. All works to be carried out in accordance to current UK Legislation.

RULE 6)

6. Carry a minimum of 2 million pounds public liability insurance.

[Del]

Re: UKW CHARTER (amendments)

Part 2
Dealing with the general public, members should adhere to the following points:

1.Shall always endeavour to remain pleasant and polite to customers at all times.

Sean says :-It has been suggested that we should insert the words endeavour to because IT IS NOT ALWAYS POSSIBLE TO REMAIN PLEASANT AND POLITE TO CUTOMERS WHEN YOU ARE BEING ABUSED YOURSELF, AS ON OCCASION WE HAVE ALL HAD TO PUT THE PHONE DOWN ON ABUSIVE CUSTOMERS WHICH COULD IN ITSELF BE CONSIDERED IMPOLITE

2.Should treat customers with courtesy and respect.

Sean says :-Is this rule necessary as it seems that if rule 1 part 2 is followed then customers will automatically be treated with courtesy and respect, it seems like repetition

3.Should remain as open and transparent as commercially possible with customers

SEAN & CHRIS say :-SAME PROBLEM AS RULE 4 PART 1 ABOVE, again would appear to be a repetition of rule 4 part 1

4. Will do as much as is practical/possible to accommodate the customer’s wishes and preferences

SEAN says :- It has been suggested that we insert the words IS PRACTICAL/IT MAY BE THAT THE CUSTOMER WISHES YOU TO REMOVE YOUR SHOES DUE TO CARPETS OR RELIGIOUS BELIEFS,THIS REQUEST MAY SEEM BY A CUSTOMER TO BE BOTH REASONABLE AND POSSIBLE BUT DUE TO H.S.E. RULES IT IS NOT PRACTICAL

JOHN SAYS :- What I do in this situation is to take off my shoes, walk through the house and put them back on before repairing appliance. You have got to do this in a lot of new build houses due to the state of the pavements and the bloody white carpets these pratts fit!!!!

CHRIS suggests that the rule should read :- Will do as much as possible to return the appliance to its manufacturers specification, whilst accommodating the customers wishes.

5. Contact numbers must be manned during office hours or an answering service made available, answering service also available out of office hours wherever possible.

JOHN SAYS :- I do not have an answering service and I am sure that there are a lot like me that don’t also. As it says above “where possible” why bother to include this line.

Sean say’s:- We have to be versatile enough to cater for all members, remember some of our members are one man band’s who do not have separate admin staff and so rely on answering machines. Therefore whether the member utilizes answering machines or not must be left up to the individual. The only thing we should do is state the minimum required level of monitoring periods if such devices are used as below in rule 6 part 2

6. Messages left by customers must be answered within 1 working day (all agree)

NB. My appollogies lads as i have tried to condense several e-mail and view point here

[johnmac11]

Re: UKW CHARTER (amendments)

All the above in part 1+2 looks fine to me so if there is no objection from anyone can we assume that it will be eventually be published as above?

Now on part 3

When dealing with calls the member should adhere to the following points:

1. Contact the customer at the earliest time when call passed by fax/email, generally within 1 working day is acceptable.

how about changing this to make it simpler to “When calls are passed to the member via fax or email the customer should be contacted to confirm call within one working day”

2. If an answering service is available for the customer leave a message advising of your call.

I have found in the past that when you do this it is guaranteed that when you go to the customer’s house there is no one home. What I do when I get an answering machine is to leave a message asking the customer to call me to confirm the date of the call

3 ,4 and 5 No problems in my view with any of these

Your comments please gents?
Can we have a show of hands on sections one and two being accepted?
If sections 1 and 2 are acceptable to all we need to get on and get 3,4 and 5 ratified soon, its not long till Sibson!!

John

[Alex]

Re: UKW CHARTER (amendments)

1 & 2 is fine.

Will read the others and try to disect them. Problem is we could pull things apart so much it might look like the back pages of an insurance policy.

A few rounding of corners won’t go amiss though.

Alex

[Del]

Re: UKW CHARTER (amendments)

Just so we know where we are at. Can I take it that we are all agreed on parts 1 & 2 amended drafts. so we can move on, just waiting for Chris as I too can live with it as it stands.

Part 2 (Amended Draft)

1. Shall always endeavor to remain pleasant and polite to customers at all times.

2. Should treat customers with courtesy and respect.

3. Should remain as open and transparent as commercially possible with customers

4. Will do as much as possible to accommodate the customer’s wishes and preferences

5. Contact numbers must be manned during office hours or an answering service made available, answering service also available out of office hours wherever possible.

6. Messages left by customers must be answered within 1 working day

[johnmac11]

Re: UKW CHARTER (amendments)

Agreed

John

:scot:

[Penguin45]

Re: UKW CHARTER (amendments)

Yup, fine by me.

Chris.

[Del]

Re: UKW CHARTER (amendments)

johnmac11 wrote:All the above in part 1+2 looks fine to me so if there is no objection from anyone can we assume that it will be eventually be published as above?

Now on part 3

When dealing with calls the member should adhere to the following points:

1. Contact the customer at the earliest time when call passed by fax/email, generally within 1 working day is acceptable.

how about changing this to make it simpler to “When calls are passed to the member via fax or email the customer should be contacted to confirm call within one working day”

I think this means if you contact a cutomer by phone and they have an answer phone then leave a message to say that you called/tried to contact them. Rather than trying to arrange an appointment by answer machine

2. If an answering service is available for the customer leave a message advising of your call.

I have found in the past that when you do this it is guaranteed that when you go to the customer’s house there is no one home. What I do when I get an answering machine is to leave a message asking the customer to call me to confirm the date of the call

3 ,4 and 5 No problems in my view with any of these

Your comments please gents?
Can we have a show of hands on sections one and two being accepted?
If sections 1 and 2 are acceptable to all we need to get on and get 3,4 and 5 ratified soon, its not long till Sibson!!

John

Other than the suggested amendment’s that john has suggested are there any other remarks from council Sean

[Del]

Re: UKW CHARTER (amendments)

If we are all happy with part 3 amendments could I then suggest that Chris does a script check of part 4. and Alex does one of part 5.
That way we can show that the whole A.C. has not just accepted an edict from on high but has checked every word and line before rattifying it .

Sean

[Alex]

Re: UKW CHARTER (amendments)

5. Contact numbers must be manned during office hours or an answering service made available, answering service also available out of office hours wherever possible.

Contact numbers to include a land-line number, must be staffed, (Different meaning to Manned) in office hours. Alternatively an answering service be in place and extended to an out of hours answering facility where and whenever possible.

Don’t know if that is better, but the land line as we discussed not too long ago is very approrpriate. Couldn’t say manned as that will upset the feminists.

Alex

[Del]

Re: UKW CHARTER (amendments)

Part 2 (Amended Draft ii)

1. Shall always endeavor to remain pleasant and polite to customers at all times.

2. Should treat customers with courtesy and respect.

3. Should remain as open and transparent as commercially possible with customers

4. Will do as much as possible to accommodate the customer’s wishes and preferences

5. A landline contact number must be staffed during office hours or an answering service made available. An answering service should also be made available, out of office hours wherever possible.

6. Messages left by customers must be answered within 1 working day

[johnmac11]

Re: UKW CHARTER (amendments)

Hi Guys,

Bored this morning so I thought I would have a look at 4 and 5. Some of the points highlighted in blue below are from a previous edit that I think Sean did. If we can get a consensus on sections 4 and 5 I will type up a final draft for all to see so we can get this in the bag.

John

Part 4
Service calls
1. An appliance must be reasonably accessible to the engineer for repair, if it is not and there is any danger to the homeowner or the homeowner’s property the customer is to be advised and a mutual decision taken on how to proceed

2. All Members should adhere to current Health & Safety requirements as stipulated in law.

3. A best attempt is made to rectify the customer’s appliance should be made on the first visit negating the need for a further service call (in conjunction with 4.)

What does in conjunction with 4 relate to?

4. Always leave the customer’s appliance is a safe condition with no danger to the customer. If this requires the disconnection of the appliance then the engineer undertakes that responsibility of disconnection and documents this clearly as well as appraising the customer

Even under stricter corgi regulations no engineer has the automatic right to disconnect an appliance even if it is found to be I.D. ( Immediately dangerous) the course of action is to inform the responsible person and get permission to disconnect the appliance. If this is not forth coming you are then required to inform Transco/H.S.E. immediately. Therefore we should follow a similar course of action

5. After repairs the appliance is checked for function (specification test) and that it is in a safe condition for the customer to use

Should this not say “After repairs the engineer should carry out safety and function checks on all appliances”

6. The appliance will be replaced back into situ as was or the customer fully appraised of the reason/s that this is not possible

7. Any refuse tidied up for disposal in accordance with legislation

This line may give customers the wrong impression that it is the service engineers duty to dispose of what may be classed as being hazardous waste and that we have a legal duty to do so

Should say “Any used parts and packaging will be left for inspection and disposal by the customer”

Part 5

Spare parts
1. All spares will be guaranteed for 12 months from date of purchase
Should say “all parts and labour”

2. Spares will be ordered as soon as possible after a service visit, normally within 48 hours is acceptable

Should say “If spares need to be ordered etc”

3. Any information of delays with a spares order notified to the repairer will be relayed to the customer

Should say “Any information of delays with a spares order notified to the repairer will be relayed to the customer as soon as possible”

4. Customers will not be charged for spares that they did not identify and specifically request.

I think that the word ‘identify’ should be replaced with the word ‘authorise’ as most customers could not be expected to identify any spare

5. Customers will not be charged for missing or damaged spares

does this line need to be included?

6. Customer’s may be charged a handling charge of no more than 40{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of total for cancelled orders or returned goods (unused) and in a saleable condition where the supplier/manufacturer will accept returns

[Author]

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