Customer Charter – what it means to you

Our customers have helped us to develop these standards by telling us what is important. We have published this charter so that you know what you can expect from us. All our engineers are trained to meet these standards.

When you contact Climate Solutions, we will:

  • Respond promptly when you contact us
  • Listen to your requirements and try to understand your needs
  • Give priority to elderly, disabled and vulnerable people, or homes without heating in winter
  • Look after your personal information and never pass it to other organisations unless required by law

Before we start any work, we will:

  • Agree an appointment time with you
  • Clearly explain what we are going to do, how long it will take and any disruption it will cause
  • Discuss options with you and offer you choices where possible
  • Provide you with an estimate or a written quote

When we are working in your home, we will:

  • Arrive on time
  • Show identification
  • Work safely to protect you, your home and your belongings

After our work is complete, we will:

  • Check that you are happy with our work
  • Remove any rubbish and leave your home clean and tidy
  • Ensure you know how to contact us if you have any queries