Code of Conduct

A commitment to customer care is central to the services delivered by Tristar Homes Limited (THL). The customer is entitled to expect high standards of conduct from both THL employees and nominated contractors used by THL, when entering and working at their property. This code sets out the minimum standards expected of employees of THL and contractors employed by THL.

ID Cards

All trades personnel whether they are direct employees of THL or designated contractors are provided with identification cards that they will produce upon request. In the interest of security the customer is advised to always ask to see and check the identification card. The identification card contains the following information:

• The Company name
• The employees name and job title
• A reference number (if appropriate)
• A contact number for enquiries if you are uncertain

Appointments & Access to Properties

Before gaining access to a customer property, a THL employee or contractor will first introduce himself/herself, show his/her identification card to the customer and explain the purpose of his/her visit. Wherever possible THL will ensure that the employee or contractor is made aware of any customers' special needs, e.g. elderly or disabled etc.

If a customer is out when a THL employee or contractor has arranged to call to deal with a repair a calling card will be left. The card will request the customer to contact THL within ten working days to re-arrange access. A minimum of three days notice will be required by THL from the new start date to enable the work to be reprogrammed. If the THL employee or contractor is unable to keep a pre-arranged time for access, a representative of THL or the contractor will contact the customer on the day with an apology and explanation and arrange a new access date to suit the customer.

In the event of window or door replacement/s the customer will receive notification by a personal visit or call from a representative of the contractor or THL at least two working days before the proposed installation. The THL employee or contractor will inform the customer when they have finished working and will arrange for further visits if required, with approximate times.

Appearance/Conduct

THL employees and contractors should be properly dressed and presentable, appropriate to the type of work being undertaken and wearing protective and safety clothing where necessary. THL employees and contractors will be professional and polite to customers at all times and avoid using unkind or damaging words or gestures.

Noise/Abatement

The use of radio/audio equipment is not permitted unless approved by the customer.

Use of Facilities

Tristar Homes Limited employees and contractors must not use the customer's facilities, including toilets, telephones or tools except with the explicit approval of the customer.

Smoking

Smoking is not permitted by a THL employee or contractor in the customer's property.

Security/Safety

The property must be left safe and secure. The customer must be given reasonable access to their property at all times. Tristar Homes Limited employees and contractors must wear the appropriate safety attire. Equipment including steps and ladders must not be left unattended. Scaffolding must be removed during site shutdown periods of more than three days.

Cleanliness/Tidiness

Tristar Homes Limited employees and contractors must keep sites and properties as clean and tidy as possible. All rubbish and debris must be removed at the end of each working day.

General

Work on site and in properties will only be undertaken between the hours of 8:00am - 6:00pm, Monday to Friday except in cases of emergency. Whilst on site, contractors must ensure that the THL's Equal Opportunities Policy is followed.