Customer Care Policy

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.