We pride ourselves on providing the highest standard of service to all property owners and residents, operating in line with applicable Building Regulations and British Standards in relation to heating, plumbing. When something goes wrong, we need you to tell us about it which will help us to maintain and improve our standards.
In the interest of good customer service, we have adopted the following procedure for dealing with complaints.
In the first instance you should attempt to resolve any issues with the Office administration team who handle all day-to-day needs and requests. We know from experience that sometimes it’s just best to talk things through over the phone, as opposed to emailing back and forth, so try to do that if you can. This approach can often lead to a quicker resolution and the action points can always be summarised and sent by email to you afterwards. Should your issues remain unsatisfactorily resolved please follow the following procedure:
Stage 1 – Written Complain
Please submit your complaint in writing, either by post to: Office Manager, Elite Heat Group Ltd, Unit 6, Glenmore Business Park, Ely Road, Waterbeach, Cambridge, CB25 9FX or via email to: office@eliteheatgroup.co.uk
Please include your full name, address and a telephone number we can contact you on. Include as much detail as possible regarding the issue, including previous communication, quotes, and photos of the work or damage.
We will then send you an email acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure. The Office Manager will then work closely with the relevant engineer(s) to gather all the facts to reach a conclusion. If possible and appropriate, you will receive a call from the Office Manager with the aim of reaching a verbal resolution. If this is successful, we will then summarise the outcome to you in writing.
Should it not be possible to have and reach a verbal resolution, the Office Manager will email a formal written outcome of our investigation which we will endeavour to send within 15 working days from the date of our original written complaint acknowledgement. If, upon receiving this you are still not satisfied, you may contact us again and we will arrange for a separate review to be undertaken by the company Director.
Stage 2 – Further & Final Review
Please send your written request for a further & final review to: The Director, Elite Heat Group Ltd, Unit 6, Glenmore Business Park, Ely Road, Waterbeach, Cambridge, CB25 9FX or via email to: office@eliteheatgroup.co.uk
We will send you an email acknowledging receipt of your request within 3 working days of receiving it. We will email you again within 15 working days from the date of our acknowledgement email, confirming the Director’s final viewpoint on the matter.
Ombudsman Review
If, having gone through all stages of our complaints process you remain dissatisfied after 8 weeks, you can contact the SafeContractor Scheme to request an independent review through their complaints process, or contact Citizens Advice for further guidance.
Any relevant industry body Ombudsman requires that in the first instance all complaints are addressed through the company’s in-house Complaints Procedure before being submitted to them for an independent review. Your complaint should follow the process outlined above as you must have provided the Principal Accountable Person an opportunity to investigate and resolve your complaint.