Property Maintenance Code of Conduct

Code of Conduct

  1. Businesses will abide by the spirit and the letter of the civil and criminal laws applicable to the nature of business.
  2. If a business is a member of a trading association, guild or professional body, it will adhere to the conditions of its membership.
  3. The business will not infringe the terms and conditions stipulated in the schedules attached to their insurance policies.
  4. The business should institute formal procedures such that complaints are dealt with within 10 days of notification and remedial action is undertaken within 5 days of the initial inspection.
  5. The business will undertake to train staff in regard to the legal obligations of the business and ensure that they fully understand the business procedures in regard to customer relations.
  6. All staff involved in the physical aspects of the job should be fully trained in the Health and Safety Laws regarding the nature of their employment as well as general principles.
  7. In the event of the business's financial hardship, the business will make every attempt to ensure that the customer has had work done or received the product for which payment has been received, i.e. the business should have no outstanding contractual obligation.
  8. Obligations by a business upon acceptance of a contract:
    1. To adhere to agreed timescales, whether for a telephone call, a quotation, a visit or for work completion.
    2. To notify Moray Property Ltd and the customer as soon as possible that there may be a delay.
    3. To ensure that the quality of the finished article, be it a product or a service, is in no way inferior to any sample or example provided.
    4. Quotations and invoices should inform the customer exactly what is and is not included in the price and should be in a language which is non-technical and easily understandable.
    5. Where quotations are provided, the finished product or service must not deviate from that specified in the quotation, unless there has been prior agreement with the customer.
    6. When work is being carried out at the customers premises, their property will be treated with respect and there shall be no unauthorised use of facilities. Upon completion of a days work or of the complete job, the site should be clean, tidy and free from obstacles and hazards.
    7. The customer should be made aware of the relevant Health and Safety issues where applicable.
    8. All costs and expenses should be reimbursed to the customer if the contract was cancelled through no fault of the customer.
    9. Should the customer be dissatisfied with the product or service, the business will make every effort to rectify the situation at no additional cost, should the problem be proved to be the fault of the provider.