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Customer Care Policy

In all our dealings we will seek to carry out our duties promptly, courteously and professionally.

Initial Contact with the Customer
  • Action enquiries quickly
  • Provide flexible appointment times to suit the customer
  • The advice we give will be impartial.
  • The best possible advice will be given based on information and explanation provided.
  • Offer clear and detailed quotations for work to be carried out
  • All customers will be treated equally.
  • We will follow a strict code of confidentiality and willingly support all regulatory and
    legislative requirements placed upon us.
Engineers within the Home

When a Phoenix Gas Engineer works within your home we commit to the offer the following

  • Arrive at the property at the agreed time – advising you of any delays.
  • Arrive with the proper materials, tools and equipment needed
  • Do the work first time to a high standard of workmanship
  • Treat your home with courtesy, respect and care
  • Clear up mess and remove rubbish on a daily basis using our own equipment
On Completion Of Work
  • Fully explain to the customer of all work carried out and how to use any new
    components installed
  • Offer clear and accurate billing to ensure customer satisfaction
  • Respond to any complaints or faults within a 24 hour period
  • Respond to customer feedback in a positive manner to continuously improve our service

NOTE: A ‘customer’ is defined as an individual or organization who is, has been or potentially could be a user or receiver of any service provided by Phoenix Gas Services , in respect of such, is an interested party.