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Infinity Wet Rooms’ Customer Care

Our Customer Care Policy is at the very core of our business. Our entire business is driven by customer care, and the knowledge that our relationships with our customers is the key component to our success both today and tomorrow. This philosophy is found within the very DNA of Infinity Wet Rooms, and every member of our team.

Our Employee Ownership model is founded on this very commitment to our customers. Every single member of our team owns a piece of the business, and their future successes are directly linked to the provision of an excellent service to each and every one of our clients.

We aim to deliver a quality service by maintaining the following standards:

  • Conduct – be polite, well mannered and courteous at all times
  • Introduction – offer our name, company name and reason for visit (as well as present our ID badge for inspection)
  • Communicative – ensure that we communicate effectively at all times, seeking first to understand before anything else
  • Appointments – agree and maintain convenient appointments that best suit our customers’ needs
  • Working Environment – work safely and tidily
  • Efficiency – be organised, quick and responsive
  • Receptiveness – be approachable, sensitive and understanding

Nearly all of our work is undertaken within people’s homes, and we are acutely aware of just how important this space is.

Communication

Effectively communicating with our clients is the most critical element to ensuring the success of any project or maintenance repair, especially when working in somebody’s home. As such the methods of work and procedures that we adopt will always take into account the needs and requirements of the occupier. We will always seek first to understand.

We work hard to ensure that communications are delivered effectively, and that our customers remain informed as to the status of works at every step of the way.

“Working in your home” Policy

In addition to our Customer Care Policy, we also have a specific policy relating to working within your home, as outlined below:

  • We will give reasonable notice as agreed before commencing work. The work will be carried out in a manner that will cause minimum inconvenience and nuisance from obstruction; dust and noise etc. Safety of any occupants and their property will always be given priority.
  • All necessary safety measures will be taken to ensure the safety of residents, our employees, and any third parties. Due care and consideration will be given to vulnerable persons, be they elderly, frail, disabled, ill or children on-site. Deliveries of materials shall be arranged so as not to impinge on our clients.
  • Special attention will be shown to the needs of those who have difficulties with sight, hearing or mobility and those in wheelchairs or pushing prams and pushchairs and people with learning difficulties.
  • We will ensure that all basic amenities and facilities are available at all times where reasonably practicable.
  • Where necessary; furniture, carpets etc. may need to be carefully moved and protected from dirt and splashes. At completion of work we will replace, refit all furniture, fitting, carpets in their original positions to our customer’s satisfaction.
  • Playing of radios and smoking on site will not be permitted. Clear and safe access to the property will be maintained at all times.
  • No work will start until all practicable steps have been taken to prevent danger to persons living in the building from any live electric cable or apparatus, exposed asbestos, plumbing works etc. We will ensure that no damage is done to paved or grassed areas, footpaths, roads etc.
  • Any burning off of doors, windows etc, must not take place whilst the rooms that they serve remain in occupation. If the home is to remain in occupation whilst the stripping off of paint is taking place, then the occupiers of every dwelling where paint is to be stripped, will be advised in advance of the fact. We will prepare a risk assessment and method of work statement in all circumstances where noise, dust, fumes etc are likely to be produced as part of the work preparation within an occupied dwelling.
  • Cleanliness during the course of the work is essential e.g. periodic cleaning and clearing up of the deposits from floors, work areas etc. Such routine cleaning operations shall take place regularly during the day whilst work is in progress, cleaning up will always be done immediately before vacating the site (e.g. lunchtime periods) and at the end of each working day.
  • Every member of staff will carry a unique identification card and wear our smart uniform for ease of identity. All staff undergo DBS checks as part of our employment process.
  • Whenever works are undertaken within occupied premises, the area around the works shall have sufficient protection/notices to ensure the safety of all occupants. We shall continuously maintain existing access and if necessary provide alternative access facilities and shall ensure that work within corridors and staircase areas proceed in an orderly and safe manner.

Feedback

In order to continually improve our services for our clients, we monitor carefully the quality of both our works and general service provision. We use a number of methods to monitor service quality that may include:

  • Telephone surveys
  • Site surveys (both during works and after works have been completed)
  • Postal/online surveys.

Complaints

Whilst we would like for it not to be the case, issues do on occasion arise which need to be dealt with sympathetically and efficiently to ensure they do not escalate. Infinity Wet Rooms have in place a fully managed customer complaints procedure. All staff are trained in these processes, and as such are instructed to try and ensure that issues are resolved at the very lowest level possible. When any complaint is received, we aim to have it completely resolved
within 24 hours wherever possible.

We always welcome feedback both good and bad. Should there be any problems with any aspect of our work or services, please call 0800 148 8088.