From start to finish and afterwards it will always be our intention to
In the event that you are not happy with our service we have a strict set of procedures in place to make sure any issues you may have are dealt with promptly and courteously. Your resident liaison officer will immediately put into place an action plan to resolve your complaint and give you an exact timescale and a full explanation of how your problem will be handled.
If we need to undertake work in your home we will arrange for a resident liaison officer to look after you and guide you through the process. They will visit you daily to make sure that you are satisfied with our work, check that our standards are being upheld and ensure the necessary protection is in place. As a company we will always involve you right from the outset to make sure we understand your priorities and requirements and similarly ensure you know what to expect from us whilst works are being carried in your home.
To help those whose first language is not English we provide newsletters, resident information booklets and site signage in other languages and many of our resident liaison officers are competent in several different languages.
We recognise that our older and more vulnerable residents can become distressed by upheaval and this is when the familiar face of a resident liaison officer can be particularly helpful. In these cases we effectively act as a second carer, communicating on a daily basis with family members, other carers and premises staff on a one-to-one basis whenever required.
As with all Breyer Group employees our resident liaison officers are highly trained. Their expertise in customer care, equality, diversity and cultural awareness, aids and adaptations, and energy efficiency all contribute to keeping the resident at the heart of everything we do.
We also make it mandatory that all staff and operatives hold a current disclosure and barring service check (formerly known as a CRB check).
Behind the scenes this entire approach to maintaining excellent levels of service of customer service is underpinned by our ISO 9001:2008 certified quality management system. This widely used management tool ensures our quality policy is understood and followed at all levels by all our employees at all times.
We will deal with all complaints in an efficient manner and in accordance with our complaints procedure. Your dedicated RLO will take full responsibility for the complaint until resolution.
All resident complaints must be logged in the Site Complaint Register and dealt with promptly. All complaints must be recorded using a Customer Complaint Form. A letter of acknowledgement for the complaint should be sent within 2 working days.
Our RLO will interview all persons connected with the complaint. All available information about the incident will be sent to the Senior Resident Liaison Officer. If the complaint can be resolved quickly then the appropriate agreed action will be taken immediately and the complaint signed off by the resident.
If a resolution cannot be agreed then the report will be passed onto the Senior Resident Liaison Officer who will then investigate the complaint and escalate this further to the Resident Liaison Manager. The Resident Liaison Manager will decide the best course of action and if required may seek direction from our Board of Directors.
We are always looking improve our practices. Should you have any ideas on ways we can improve our services please contact: Katy Arnold, Resident Liaison Administrator Tel: 01708 383 500 / Email:
All clients, residents and colleagues are entitled to consideration, understanding and respect. With this in mind we will:
Appointments and Access to Property
All visits to a property must be made by a previously notified appointment. Anyone representing Breyer Group must have appropriate identification and dress in a clean and tidy manner and wear overalls if provided.
We always try to keep all appointments, however, if we fail to make an appointment because of an emergency or in unforeseen circumstances, we will contact you immediately to apologise, explain the situation and arrange another appointment at your convenience.
We realise that in some households English is not the first language. We will provide an interpreter if required.
We will not use resident telephones unless in a medical or life threatening emergency. We provide all our frontline staff with mobile phones.
We only use our own power tools and equipment. All electricity will be supplied from our own generator. Only by prior agreement may we use our residents’ electrical supply and any meter units used will be paid for or a compensation figure agreed.
In line with our diversity policy we will not tolerate any acts of unlawful discrimination, derogatory, racist or sexual remarks, innuendos or harassment towards anyone.
We will take special care when carrying out work in homes which have an elderly, frail, sick or disabled person. We will make special arrangements for assistance involving these households. We can provide the assistance of an Occupational Therapist, involving them in cases of special needs to help identify suitable specifications for individual residents, should this be required. Any alterations made to homes of disabled or visually impaired residents will be highlighted to the resident after the work is complete.
We realise that language is a major factor, we have looked at various methods of translation services, we try and give the opportunity to our residents to become a Resident Liaison Officer for translation services, if not we have a service agreement with Language Line to provide translation and interpreter services to our organisation and sub-contractors.
Each site office is issued with the Breyer Group Culture Awareness Handbook. This handbook has been developed to assist our site delivery teams, it covers some basic information about different communities in our area, their cultures, religions, and needs so our staff can feel more confident in providing services to our customers.
A regular newsletter is produced which will be distributed free to all residents. This will help us to share important information about the scheme direct into residents’ homes where they can read at their convenience.
Notice boards are positioned in communal areas that are accessible to all residents. The information provided may include information about the programme of works, health and safety, contact names and numbers.
Our door is always open and we encourage regular resident meetings to discuss specific resident issues with the team present to answer any questions.
Resident Information Pack and Initial Visit
All residents will be issued with a Resident Information Pack during the first visit by our RLO. The pack will contain: