Our work has been vetted and will be continually monitored by Buy With Confidence, which is a partnership of Local Authority Trading Standards Services. The scheme covers local businesses which have given their commitment to trading fairly. Every business listed has undergone a series of detailed checks before being approved as a member of the scheme.

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The Old Crumpet Factory

16 Brockham Lane

Brockham

Surrey RH3 7EL


01737 845630

Info@ihscic.org.uk

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Buy With Confidence
Can you Trust us?

Our Handy Person (or Technician, as we prefer to call them) team in all it’s different guises not only offers value for money compared to engaging a contractor for your small repairs and adaptations but we are vetted, monitored and benchmarked in a number of ways that will demonstrate that we offer a trustworthy, peace of mind service.

Independent home Solutions is a Home Improvement Agency and we work in close partnership with:

Below are some of the measures we have introduced to ensure we serve our customers well including the monitoring which takes place when one of our Handy Persons completes a job.

We’d certainly like to think so!
Training

We call our Handy Persons "Technicians" for a good reason. They have a wide range of trades' skills which are updated to ensure they are well versed with current legislation. Where qualifications are required for the work they carry out, then we ensure that they have them. That is why we can do most jobs, except work with gas. They have received relevant training in health and safety and customer care and they have access to an advisory network of other Handy Person schemes.

If under special circumstances we do consider passing work to any other of our vetted trades' people then we ensure they have the correct qualifications, are properly insured, work closely with us and adhere to our charge structure.

Our Handy Persons are also trained as "Trusted Assessors" which means they can safely place grab rails, banister rails, small ramps and other minor adaptations or equipment for the good of our customer.

Customer Satisfaction

Our performance is measured through our customer satisfaction surveys. We developed the format by piloting it with existing customers, it is clear, easy to understand and easy to complete and is sent to a percentage of Handy Person Scheme customers with a self-addressed envelope for easy return. We aim to put a customer satisfaction link on our web site too. However the reason we don't send these to ALL customers is because so many customers are returners and would be inconvenienced by receiving repeated surveys from us.

Inspections of Work

We randomly inspect the work carried out by our Handy Persons. To ensure consistent quality, one of our Surveyors will visit selected jobs and report back to the agency manager.

Benchmarking our Service

We meet regularly with partner organisations so that we can share good ideas, discuss best practice and so that we can benchmark our services. We work on improving our response times and our customer service in general. We have put measures in place to monitor these times and our customer's reactions to the service which they have received through us.

As a team we meet regularly to discuss good ideas and talk through any concerns or difficult jobs.

Independent Vetting and Accreditation

Our Handy Person services have been vetted by and passed the "Foundations Quality Mark". Through this we earned our "Trust Mark" accreditation. We have also been vetted by and are continually monitored by "Buy with Confidence" which is run by Trading Standards.

That extra something formal training can’t cover

Whilst delivering one or more of the above services the Handy Person is able to offer a number of other added value benefits to their customers. These include:

Signposting and referrals to other forms of help– All of our employees have a broad understanding of the work undertaken by other local organisations. This allows them to suggest further assistance to customers. Whilst the technician is in a customer’s home other ‘needs’ are often identified and at this stage basic advice can be given with regard to meeting these needs and/or signposting or referring on.

General Support –Through their training as Trusted Assessors our Handy Persons are very clear on what they can and can’t offer a customer, their primary role is to undertake practical tasks safely. The presence of a well-trained and communicative Handy Person in the home can provide considerable support to a vulnerable customer. This is particularly the case for someone having doubts about their ability to cope on a practical level, maybe someone who has been recently bereaved or suffered a downturn in their health. The Trusted Assessor status means they know how to react and where to go to obtain advice or further assistance.

Purchasing –We take advantage of local deals with suppliers of tools and materials and have recently joined Procurement for Housing (PFH) and through their purchasing power we can buy things more cheaply. These savings are passed on to customers.

And finally, Complaints

The agency manager will monitor any grumbles, complaints, comments or compliments received about the service. There is a formal three stage complaints procedure for our customers to follow, and we keep a 'grumbles book' which allows comments to be recorded if a customer states 'they don't wish to complain'. This allows us to have a balanced overview of how the service is viewed in the eyes of our customer. For full details of our complaints procedure go the Complaints menu item.