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Quality and standards
Quality is important to us.
We are Home Improvement Agency of the Year 2017
We have recently renewed our Qualitymark for core advice and agency handyperson services, an award given by the national regulatory body.
Our service is based on some key promises, and we make every possible effort to deliver the right outcomes to everyone who contacts us for help:
> WE Care & Repair will always make appointments when visiting and keep to the time agreed. The client will be informed if this is not possible, and a new appointment made.
> We will ensure that all staff are polite, courteous, helpful and professional.
> We will ensure that the client is listened to and understood, and that the client’s views will be considered at every stage of work. Where necessary, WE Care & Repair will ensure that the client’s views are expressed to other relevant parties.
> We aim to provide a responsive and speedy service and to inform the client about timescales at the initial enquiry stage. If delays do occur, WE Care & Repair will keep the client informed of changes.
> We aim to ensure we communicate in clear and plain language. WE Care & Repair also aims to ensure that its service is accessible and will provide information in the appropriate format.
> We operate a Code of Conduct for contractors and aim to ensure quality workmanship, courteous behaviour and punctuality.
> We aim to ensure that our clients feel able to return to use our services, and to let others know about us who may require help.
> We encourage clients to help improve our service, and therefore we welcome comments and suggestions. We will contact clients after a completed job to ask for their comments and to follow up any concerns.
> We have a complaints procedure which clients will be made aware of, and we aim to ensure that this procedure is clear, fair and responsive.
> We ensure that personal files and any other information held will remain confidential at all times and in accordance with relevant Data Protection Legislation.
> WE Care & Repair management reserves the right to withdraw services from clients where appropriate. Examples may include threats or actual violence, verbal abuse against staff or contractors etc.
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WE Care & Repair is a registered society under the Co-operative and Community Benefit Societies Act 2014 with charitable status.
B&NES | Bristol | South Gloucestershire: 5 Hide Market, Waterloo Road, St Philips, Bristol BS2 0PL. 0300 323 0700
North Somerset: Motex Centre, Winterstoke Road, Weston super Mare, North Somerset BS23 3YW. 0300 323 0700
VAT Reg. no. 125 4790 12
company number 25479R
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