Contracts and Special Projects

Aftercare Service

With all new homes contracts we meet the NHBC maintenance liability period. We also recognise

that the talents of a maintenance engineer in occupied dwellings are different from that of an

installer at a building site. For this reason we use the expertise of Heppelthwaite the Red Van

Plumbers who use engineers specialising in these particular skill sets, and are also part of the Evans

Group.

How the system works

1. Once R.G. Evans completes a dwelling and it is tested by the installer, it is thoroughly checked and

commissioned by a dedicated engineer. A certificate is provided with a check sheet, which acts as a

handover to the developer but also records all the details of the dwelling, the system and the

commission findings. This is stored on our data base for future reference.

2. Red Van Plumbers provide a dedicated customer care operator for this service who will normally

be contacted by the developer’s After Sales team if there is an issue with an installation.

3. This operator then takes ownership of that call and manages the issue to a successful conclusion.

4. Based on the information provided, the operator will assess the issue, prioritise it and decide on

appropriate action. This may be either:-

SPEAK DIRECT WITH THE OCCUPIER – With our client’s permission we call the occupier to

offer advice, explanation or seek further information if needed.

MANUFACTURER CALL OUT – We organise a call-out from a manufacturer for a product

under warrantee issues.

OUR INSTALLATION ISSUE – We organise a call-out from one of our engineers.

Appointments can be organised direct with the occupier or through our client as required.

5. The operator has access to a pool of engineers and can arrange an emergency callout if necessary.

6. If necessary, the operator obtains spare parts and organises repeat engineer visits.

7. The operator reports to the clients After Sales team with regular updates and confirmation when

the issue is dealt with completely.

8. Also we will contact our client on a regular basis to check our system is working as expected and

all issues have been dealt with.

This year Heppelthwaite the Red Van Plumbers won the prestigious title of “Face of

WHICH? Trusted Traders 2015”, after winning a WHICH? Competition based on customer services.

Your dedicated customer care representative

Ben Arthur

Customer Services Operator

01628 533 550

ben.arthur@heppelthwaite.co.uk

Website: www.redvanplumbers.co.uk