Customer Charter and Warranty
Our approach to customer care is to get things right first time. We will continually look at ways that will improve our service by listening to customers, by monitoring our performance and by adopting examples of best practice from other organisations.
Our Customer Charter tells you what you can expect from our team and, in turn, what we expect from you – our customers.
Our promise to our customers:
- We will welcome your comments, suggestions, compliments or complaints and respond in an open, proactive and constructive way.
- We will listen carefully to what you have to say.
- We will support and train our staff and value the contribution they make.
- We will treat you fairly and with respect.
- We will act quickly and efficiently to help you or if we cannot, we will put you in touch with the person who can help you as quickly as possible.
- We will give you clear and accurate information.
- Recognise the diversity in our community and ensure that all residents benefit from our services.
- Consult with our customers, learn from their views and keep them informed about our standards and our achievements.
- Monitor our achievements against our standards and publish the results.
We will apologise and try to put right things right if we have got something wrong.
Our expectation of customers:
- We expect our staff to be treated with courtesy and politeness by members of the public.
- We will support our staff who experience discrimination, abuse or threats from members of the public, or others to whom we provide services.
- We ask all customers to listen carefully to the information or advice staff give them.
- We ask that customers respect the diversity of our team.
- We ask that customers with inquiries present them to us in a clear and concise way to help us provide a clear and accurate answer.
The Enstall Installation Warranty
Our systems are installed by trained team members to ensure that high standards are maintained.
When you purchase an Enstall installed system it will be installed by one of our trained teams.
But what does that mean for you? Quite simply it offers you peace of mind.
When specifying or requesting Enstall, not only are you specifying a quality insulation system but the installation is certified to meet NZS 4246:2016 (Energy Efficiency – Installing bulk thermal insulation in residential buildings) and/or the Building Code requirements (as required) giving the designer, builder, building owner and users peace of mind.
Our teams have undergone specific industry and company-specific training. The training not only covers the “in’s and out’s” of insulation installation on a wide variety of applications but is also focused on delivering a professional, courteous and safe service which we believe is second to none in the industry.
Our teams ensure;
- the thermal envelope performs as designed,
- the right product is installed in the right application,
- the products will be installed to manufacturers’ instructions and required standards,
- you receive good advice on best practices for energy efficiency, improved comfort, and future-proofing your building,
- we will follow safe work practices.