UKW CHARTER (amendments)

[Del]

Re: UKW CHARTER (amendments)

Part 5 amended draft (iii)

Spare parts

1. All parts & labour on repairs will be guaranteed for a minimum of 6 months from date of purchase
With the exception of one shot safety devices, plastic parts, or where the appliance has Been subjected to misuse

2. Any spares required to be ordered, shall be ordered within two working days
of the visit

3. 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 authorise and specifically
request.

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

Councilors please state either your agreement or any objections to this draft

[johnmac11]

Re: UKW CHARTER (amendments)

I think we are going round in circles here. My personal preference is to have a 12 months parts and labour guarantee on all repairs apart from the odd exceptions. If the consensus here is to have 3,6,9 or 12 months guarantee it is ok by me.
This item looks like the only debateable point in section 5 so why dont we all say what we think is the best option and go with the majority

John

[kwatt]

We encourge a 12 month warranty maybe?

K.

[Penguin45]

Re: UKW CHARTER (amendments)

State 6 for now, get a debate going in the forums at some point in the future and review in a years time, say UKW7.

Otherwise the draft is fine.

Chris.

[Del]

Re: UKW CHARTER (amendments)

These are a set of rules not suggestions, can we just state a six months minimum for now and change it at some future date, if needs be as we’re gettin bogged down on this one.

Sean

[Del]

Re: UKW CHARTER (amendments)

Full amended charter draft for approval

[b]Dealing with the general public (Amended draft)

PART 1

1. To be courteous and professional at all times.

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

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

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

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

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

……………………………………………………………………………………………

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

……………………………………………………………………………………………

Part 3 Amended draft

Call handeling

1. Contact the customer as soon as possible, when the call has been received via fax/email, generally within 1 working day.

2. If your contact attempt, is met by the customers own answering machine. Then leave a message advising of your call.

3. Offer a call (where geographically possible) within two working days (48 hours) or a timed (AM/PM or other by arrangement) per the customer’s requirements or by mutual agreement.

4. If for any reason the call cannot be made as scheduled the customer is updated at the earliest possible opportunity and an alternative given.

5. If contact by phone or email is not possible, then a postal system should be used after 3 attempted contacts over two working days.

…………………………………………………………………………………………..

Part 4 Amended draft (ii)

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.)

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

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

6. Wherever possible 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 used parts and packaging will be left tidy for inspection and correct disposal by the customer, in line with current legislation

…………………………………………………………………………………………….

Part 5 amended draft (iii)

Spare parts

1. All parts & labour on repairs will be guaranteed for a minimum of 6 months from date of purchase
With the exception of one shot safety devices, plastic parts, or where the appliance has Been subjected to misuse

2. Any spares required to be ordered, shall be ordered within two working days
of the visit

3. 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 authorise and specifically
request.

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

Can councillors please check and signify their agreemt for ratification of the amended charter so we can have it ready for Sibson please

many thanks Sean

[Alex]

Re: UKW CHARTER (amendments)

Couple of little spelling mistakes, can soon be sorted.

Assume this will replace and drop into the earlier Powerpoint you created.

Couple of other things…

Part 1 section 5, is that not repeated in Part 4 section 2 (Safety & Legislation)

Part 1 section 6 £2m Insurance liability, should that be increased to £5m where gas work is concerned.

Otherwise, I think it is straightforward enough, we don’t want to send them asleep at the start of the day, but we must ensure we don’t skip anything that is important.

Alex

[Del]

Re: UKW CHARTER (amendments)

Do you know your bloody right as always you old sod
must have missed it as I broke it up into seperate sections to make it easier to deal with.

I’ll copy and paste the whole thing into MS Word to check for spelling mistakes and then back again. But before i do that can you guys decide which section you want me to remove the HSE compliance statement from.

Also can someone just confirm that corgi requires a minimum cover of 5 million.

Cheers

Sean

[Penguin45]

Re: UKW CHARTER (amendments)

Delete 1/5, run spell checked and that’ll be fine. Good job.

Chris.

[johnmac11]

Re: UKW CHARTER (amendments)

Alex wrote:Couple of little spelling mistakes

Alex, you seem to have forgotten the Sean is an Irishman from Stoke now Living in Wales. Microsofts spelling checker can’t cope with this combination :rotl:

All looks fine by me. :tup:

John

[Del]

Re: UKW CHARTER (amendments)

Full amended charter draft ii for approval

Dealing with the general public (Amended draft)

PART 1

1. To be courteous and professional at all times.

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

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

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

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

……………………………………………………………………………………………

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

……………………………………………………………………………………………

Part 3 Amended draft

Call handling

1. Contact the customer as soon as possible, when the call has been received via fax/email, generally within 1 working day.

2. If your contact attempt, is met by the customers own answering machine. Then leave a message advising of your call.

3. Offer a call (where geographically possible) within two working days (48 hours) or a timed (AM/PM or other by arrangement) per the customer’s requirements or by mutual agreement.

4. If for any reason the call cannot be made as scheduled the customer is updated at the earliest possible opportunity and an alternative given.

5. If contact by phone or email is not possible, then a postal system should be used after 3 attempted contacts over two working days.

…………………………………………………………………………………………..

Part 4 Amended draft (ii)

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.)

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

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

6. Wherever possible 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 used parts and packaging will be left tidy for inspection and correct disposal by the customer, in line with current legislation

…………………………………………………………………………………………….

Part 5 amended draft (iii)

Spare parts

1. All parts & labour on repairs will be guaranteed for a minimum of 6 months from date of purchase
With the exception of one shot safety devices, plastic parts, or where the appliance has been subjected to misuse

2. Any spares required to be ordered, shall be ordered within two working days
of the visit

3. 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 authorize and specifically
request.

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

…………………………………………………………………………………………….

Sorry i took a while to get back as i’ve been away all this week.

So as requested i’ve deleted 1 .5 and remamed 1. 6 as 1.5.
I’ve run it through spell checker too for good measure.

If everyone can signify in the usuall manner, if they are happy with it .
I’ll also ask admin for their input on a final check to make it’s approval universal.

Can I just add a big thank you, to all involved, for all the input.
To admin for coming up with it and a.c. for dotting the i’s and crossing the T’s.

I believe we now have a document that is fair to all parties, whilst at the same time it will help to give our members a higher perception to the public, of being fair traders.

Sean

[Alex]

Re: UKW CHARTER (amendments)

I believe we now have a document that is fair to all parties, whilst at the same time it will help to give our members a higher perception to the public, of being fair traders.

Exactly. Not too distant from what other companies expect and what most of us are already used to. However we can now demonstrate that as well as being able to adhere to these principles ourselves, that we are in such a position to endorse & indeed expect them.

I must remember to reinforce this on the day.

If I still have the dubious honour of presenting this, can you possibly powerpoint it & e-mail it to me at:- alex.reed@btconnect.com That way you can be sure that I will have all the info to hand, and nowt will be left out.

Ta bigly

Alex

[johnmac11]

Re: UKW CHARTER (amendments)

Del wrote:I’ve run it through spell checker too for good measure.

Del wrote:If everyone can signify in the usuall manner

Sorry Sean, couldn’t resist it. 😀

I think the time has come to laminate the charter

John

[Penguin45]

Re: UKW CHARTER (amendments)

At least he hasn’t posted it up twice, John 😀 .

Cracking job, let’s hit the print button.

Chris.

[johnmac11]

Re: UKW CHARTER (amendments)

Penguin45 wrote:At least he hasn’t posted it up twice, John

Ok, Ok pick on the poor Scotsman now 😳 . I did notice the duplicate post before now but have not got permission to delete posts in the AC forums.

John

PS. Its half time and Scotland are 1 up against Italy :scots:

What is the odds on me being happy in a hour’s time?

[Author]

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