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 Customer Care !
"Our success in the Major Repair and Planned Maintenance of Resident Occupied Properties can be attributed to our understanding of the importance of Customer Care. We are focused on the development of new approaches to Customer Service" (James Kennedy, Managing Director)
| J. P. Kennedy Code of Conduct |
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| Kennedy Commitment |
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| J. P. Kennedy is committed to providing its customers and their residents with an efficient and high quality service for all major work. To achieve this it is important that everyone knows the standard of conduct expected. It is the responsibility of all our managers and liaison officers to make sure that all employees and subcontractors are aware of this Code and that they understand its importance and work to it. |
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| Kennedy Courtesy |
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- We respect residents and their property.
- We will be courteous in any discussion with residents.
- We will behave as you would expect others to behave towards you in your house.
- External doors and windows will be kept closed except when repairing or painting.
- We will not use or move residents' belongings without their express permission at any time.
- We will not use residents' property for lunch or tea breaks.
- We will not smoke or drink alcohol in residents' houses.
- We will not use radios or personal stereos on site.
- We will not use residents' toilets or washing facilities.
- We will not use (or ask to use) residents' telephones.
- We will not leave tools, loose materials or gas bottles in the property overnight.
- We will not enter any house we are not working on.
- All Kennedy operatives and staff will wear identification badges when on site.
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| Kennedy Care |
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- At all times we will comply with our company Health & Safety Policy and all relevant statutory requirements, including the Health & Safety at Work Act.
- Customers will be informed about daily activities and specifically notified about any works that could cause particular inconvenience.
- Materials and equipment will be stored safely. Scaffolding will always be inaccessible to the public, particularly children.
- All Kennedy operatives and staff will wear Kennedy work wear with the company name clearly shown. All such clothing will be cleaned regularly.
- Safe access to and from the building will be maintained at all times.
- All external ladders will be removed and planked overnight, or when not in use.
Residents' belongings and floor coverings will be protected as necessary.
- We will supply our own cleaning equipment and not use residents' equipment.
- We will provide clean and safe access to all working areas.
- We will seek to identify anyone with special needs, such as the elderly or disable, so that we can help them where appropriate.
- We will organise temporary heating provisions where required.
- We will provide secure storage facilities for valuables and furniture where required.
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| Kennedy Communication |
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- We will ensure that residents are kept informed about activities on site by means of information sheets issued at regular intervals. Where necessary these will be translated into other languages. Residents will be informed in good time about access requirements.
- Any complaints will be recorded and acted upon promptly according to an agreed procedure.
- Appointments will be made in advance. If initial contact proves unsuccessful, a calling card will be left requesting the resident to make contact.
- Once an appointment is made it will be kept. If an appointment has to be rearranged, the resident will be contacted as early as possible to find a convenient alternative time.
- If a resident is unable to be in attendance while work is being carried out, we request that a keyholder should be appointed.
- Prior to a contract commencing, we will carry out a full inspection with our customer's representative.
- On completion of the work a full inspection will be carried out with our customer's representative to ensure that all work is satisfactory.
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