/testdoc

Ideapool Ltd Customer information pack Thank you for choosing Ideapool Ltd to undertake your electrical work.

We aim to provide the very best service to all of our customers and to ensure that you are happy and well informed throughout the entire project.

This document is your guide to the typical project life-cycle and how you can help to keep your project running smoothly.

•

Your Project The attached project-specification form gives detailed information of what has been agreed between you and ideapool regarding your requirements and expectations for the work to be carried out.

This information will include agreed time-scales, project outline, product specification and original quote for the work.

The aim of the project-specification is to ensure that ideapool and our customers share the same expectations for the project.

•

What you can do to help To help your project progress smoothly and in good time it is helpful if areas to be worked on are cleared sufficient enough to allow easy access, any valuable or easily damaged items removed or covered as necessary. Ideapool will do all they can to prevent dust or damage to goods including providing and laying of dust sheets etc, however the more that can be done before work commences the better the outcome for all.

•

Extra work (non agreed) Most projects will be subject to change by the the customer due to technical, unforeseen circumstances or a simple change of mind. Wherever possible ideapool will try to sink the cost of such extras into the original quote, however this will not always be possible where extra time or products are required.

We will aim to work with you on this and agree any extra charges before hand to make sure that we are all in agreement and clear as to the new outcomes for the project.

•

Waste disposal Any waste generated during work carried out by ideapool ltd including packaging, wire off-cuts, rubble, scrap components etc will be tidied, bagged and left at the work-site premises for the client to dispose of in the manner of their choosing.

•

If your not happy In the unlikely event that you are not entirely happy with the service, quality of work or any other aspect of your project carried out by ideapool Ltd. We are more than eager to discuss and help resolve any issues.

Your first port of call should be to discuss or write to us to try and resolve The matter.

A NAPIT complaints procedure leaflet has been included in your customer pack. This should only be used if your complaint is of a technical nature regarding the safety or worthiness of your electrical work and the issue can not been resolved by contacting ideapool ltd.

ideapool ltd – The school house, 55 Church Street, Woodcocks Well, Mow Cop, ST7 3NQ – Tel: 0161 408 1990 – email: info@ideapool.co.uk VAT Registration: 592 7559 88 – Company Reg: 02801389

Ideapool Ltd Waste Disposal Policy All waste generated during work carried out by ideapool ltd, will be tidied, bagged and left at the work-site premises for the client to dispose of in the manner of their choosing.

ideapool ltd – The school house, 55 Church Street, Woodcocks Well, Mow Cop, ST7 3NQ – Tel: 0161 408 1990 – email: info@ideapool.co.uk VAT Registration: 592 7559 88 – Company Reg: 02801389

How we can help NAPIT operates a consumer complaint procedure so consumers can ask for complaints against NAPIT Registered Businesses or Technicians to be investigated.

This guidance leaflet will explain this procedure, what you can expect from it and the process that follows.

We like happy endings

Promoting excellence in Electrical, Ventilation, Plumbing and Heating

Who we are NAPIT is the National Association of Professional Inspectors & Testers, and operates within the United Kingdom, Isle of Man, Ireland and the Channel Islands.

NAPIT is responsible for managing training, assessment and registration of Technicians working in the Electrical, Ventilation, Plumbing and Heating sector.

Registered Technicians are personally assessed by the NAPIT Inspection Team to maintain standards.

NAPIT has been charged by the Department for Communities and Local Government (DCLG) to operate a ‘competent persons’ scheme in England and Wales that allows NAPIT Registered Technicians to ‘self certify’ installation work in place of obtaining a Local Authority Building Control Notice. This means that NAPIT Registered Technicians can self certify that their work in the Electrical, Ventilation, Plumbing and Heating trades meets all the relevant Building Regulations and Standards.

4th Floor, Mill 3, Pleasley Vale Business Park, Mansfield, Nottinghamshire NG19 8RL Tel: 0870 444 1392 Fax: 0870 444 1427 info@napit.org.uk www.napit.org.uk

What to do if you have a complaint

What sort of complaints can NAPIT investigate?

NAPIT can investigate complaints made against NAPIT Registered Businesses and/or NAPIT Registered Technicians where a lack of technical competence is a concern.

For example, if any work undertaken doesn’t comply with Building Regulations, British Standards or has resulted in an unsafe situation.

Wherever possible we recommend that you try and resolve the issue directly with your installer, then contact NAPIT if the situation cannot be resolved.

Unfortunately we cannot mediate between householders and NAPIT Registrants concerning any contractual or financial disagreements, unless a written contract for the work has been issued.

How do I make an official complaint about a NAPIT Registered Business or Technician?

To investigate a complaint we need full details in writing, together with any supporting documentation such as quotations, correspondences or invoices. Please send everything together with your name, address and contact telephone number to NAPIT Customer Services, 4th Floor, Mill3, Pleasley Vale Business Park, Mansfield, Nottinghamshire NG19 8RL. We will also need to know details of the company and the technician involved.

Please note that in some cases, NAPIT can only progress with investigations that are supported by a contract of work agreed by the complainant and the other party.

How will NAPIT investigate?

Once we receive everything in writing we will review all the evidence. It is our policy to conduct a fair and balanced investigation, and remain impartial between parties.

We may send a NAPIT inspector to assess the work, and this will be done as quickly and conveniently as possible.

The Registered Technician will be invited to attend. In some cases we understand that the householder might not wish the Technician to return to the property.

In these instances the site inspection and the complaints process may be hindered.

It is important to note that site inspections are not always necessary and are at the discretion of NAPIT.

What does a Site Inspection involve?

If we decide a site inspection is necessary, we will send one of our Inspectors to assess whether the work has been carried out in accordance with relevant Building Regulations, British Standards, NAPIT recommendations or Codes of Practice.

The NAPIT Inspectors will observe and report findings, but will not alter, repair or adjust any equipment. Inspections do not constitute a safety check or service, and/or nullify the need for such.

All findings and complaint documents will remain confidential and the property of NAPIT.

What if the householder doesn’t want the Technician back to carry out the rectification work?

NAPIT can only issue rectification notices against the original Business or Technician responsible. If the householder will not allow them back to put the work right, NAPIT’s involvement in the matter can go no further, except for any action we may take against the Registrant if there are issues of safety or noncompliance with Regulations.

Will NAPIT compensate the householder?

NAPIT will not compensate or reimburse monies in regard to non-compliant work by NAPIT Registered Businesses or Technicians, but may invoke the Work Guarantee Scheme Warranty.

Insurance NAPIT operate a Work Guarantee Scheme that can be invoked by the complaints procedure, however this cover is only for work that has been agreed in writing prior to any work commencing and may only be compliant following the issue of a work completion certificate.

What happens after the Site Inspection?

If we find that the complaint is valid, NAPIT will issue the Registered Business or Technician with a rectification notice to put the work right. The householder can expect that any rectification work should be done without further charge, providing it was included in the original contract of work.

If the rectification work is not done satisfactorily or no contract of work was agreed, the business or technician, may jeopardise their NAPIT registration.

If we find the complaint cannot be justified, NAPIT will write to both parties informing them it cannot uphold the complaint and is unable to take the matter further.

If you ever need to make a complaint please call NAPIT on

0870 444 1392