Our After Sales Service is managed by Sue Whiteford. As each scheme completes we agree a protocol for the handling of Aftersales calls. This includes:

• Method of Reporting (Direct to Breyer Group or through Client Repairs Desk)
• Repair Priorities
• Method of reporting back
• Measurement of our Performance

Our dedicated Free Phone Customer Service Centre is manned 24 hours a day, 365 days a year. All calls are logged and specific information is requested, including their name, address, contact details, the problem, the severity and the date the work was completed. The severity grading A, B & C will trigger the following response:

• A – Immediate
• B – Within 24 hours/next working day
• C – 48 hours / 10 days depending on nature

Upon receipt of a call the priority will be explained to the Resident and the Resident will be kept fully informed of our actions. Upon completion of the defects a full report will be provided to our client. Wherever possible defects will be handled by our In-House Multi Trade Teams. Where specialist involvement is required this will be managed by Sue Whiteford and we will ensure that response times are met.

We have four mobile customer response units with multi-trade operatives to provide response within agreed priorities and 24 hour cover. All operatives have achieved a 9 part Training Plan including Customer Care Training.