P A R T 8A GENERAL TECHNICAL CAPABILITY PART S TA N D A R D S R E Q U I R E D F R O M G A S O P E R AT I V E S
Kingdom gas services shall ensure that when services are performed in any dwelling house, the following code of correct behaviour is observed: (A) All reasonable precautions are taken to avoid damage to or defacement, staining, dirtying of
the furniture, floor coverings, or other effects of the occupier; (B) due and reasonable regard shall be paid to the Tenant of the property in question in the manner
of performing the Services and to precautions or preparatory measures such as covering, removing to safety or protecting said furniture and others; (C) Nuisance, noise and other disturbance occasioned by the works in question shall be kept to
a minimum; (D) All waste materials, cuttings, spillages or other are removed upon completion of the works; (E) in no circumstances should Kingdom gas services operatives use the kitchen sink(s) or bathroom
sink or bath facilities for disposing of work debris or cleaning tools, equipment or other; (F) Disturbance to the occupier by way of cutting off power supplies, aerials, telegraphic or other
communication links or otherwise should be restricted to the minimum necessary for completion of the works in question; and shall be reinstated as soon as possible thereafter. (G) In the event that the Service in question cannot be completed on one visit and without
interruption, Kingdom gas services operatives shall advise the Tenant of the need for interruption to the work and when it will resume; (H) Kingdom gas services operatives shall at all times be courteous and polite.
If requested or necessary, they should explain to the Tenant the nature of the work or any aspect of it. Should the Tenant or any member of his family raise matters of concern which are the responsibility of the Client e.g. rent, landlord's liability for repairs or other, the Tenant or others foresaid should be referred without comment to the Client.
(I) Under no circumstances shall Kingdom gas services operatives be allowed to smoke within the
dwelling house upon which they are or shall be from time to time engaged in the Services. The prohibition of this clause shall not be waived or considered waived by any party, e.g. Tenant's invitation to smoke etc. (J) Kingdom gas services shall ensure that all persons employed in the performance of the Services
shall at all time be properly attired and presentable in appropriate uniforms or clothing.
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(K) Kingdom gas services shall ensure that personnel engaged upon the Services are issued with the
protective clothing, footwear, equipment, material or other, appropriate, prescribed or recommended for the work or work conditions encountered or likely to be encountered by the said personnel. (L) All Gas Operatives employed of Kingdom gas services shall carry at all times Gas Safe Register
identity cards and make such cards available for inspection on request by the Client. The identity card shall show : (i) Identity of the person to whom it is issued (the bearer); (ii) Display an up-to-date photograph of the bearer; (iii) Specify the name; and Gas Safe Register Serial No; (iv) Specify the period of validity of the card.
(N) It is the responsibility of Kingdom gas services to ensure that identity cards issued by Kingdom
gas services in connection with the Services to employees or sub-contractors who for whatever reason cease to be employed are destroyed. (O) Any gas operative engaged in the Services by and for Kingdom gas services who fails to produce
an identity card on being requested so to do will be required forthwith to discontinue work and will vacate any property owned by the Client until an identity card is produced and Kingdom gas services shall not be entitled to claim any compensation from the Client for any loss sustained reason of the exercise of the Client right under this clause. (P) Kingdom gas services shall indemnify the Client against any claim, loss or damage arising out of
the fraudulent or improper use of any identity card by any party in connection with the provision of the Services during the Contract Period caused by the wilful misconduct of any employee or agent of the Client. The cost of complying with this condition shall be borne by Kingdom gas services.
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P A R T 8B GENERAL TECHNICAL CAPABILITY PART C U S TO M E R S E RV I C E
Kingdom gas services will adopt a positive attitude in accepting responsibility for customer service. They will ensure a prompt resolution of tenant’s complaints arising from our method of execution and quality of repair work. Where appointments are arranged to visit a tenant at an agreed time, Kingdom gas services will use their best endeavours to ensure these are kept. If unforeseen problems arise which prevent this, the tenant must be notified at the earliest opportunity and they must be offered an alternative appointment. Kingdom gas services shall endeavour to ensure successful completion of the work first time. They will appreciate that there is nothing more frustrating for a tenant than having someone make several attempts before getting a job right. All telephone calls or messages from tenants requiring a return call will be dealt with expeditiously.
P A R T 8C GENERAL TECHNICAL CAPABILITY PART TENANTS COMPLAINTS
Kingdom gas services and the Client aim to provide a first class service to all our customers. Both parties will adopt a positive attitude about receiving complaints, comments and concerns. We recognise that they are a good source of information about what our customers think about the service they receive. The main aims of the complaints procedure is to provide dissatisfied individuals with a mechanism for seeking redress and to enable Kingdom gas to audit its performance and provide feedback to continually improve its policy and practice. When receiving complaints about service delivery, Kingdom gas services, shall ensure they are dealt with at the highest level and given the utmost priority. A complaint shall be defined as an expression of dissatisfaction that needs a response. Kingdom gas accepts that a complaint is a complaint if the person making it considers it to be one. Telephone staff and operatives shall be polite and pleasant to tenants, as shall management staff when dealing with complaints.
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The Formal Complaints Procedure • Any tenant wishing to formally complain about a repair not carried out properly or a member of Kingdom Gas Services staff or gas operatives who has been unhelpful or discourteous, should submit their complaint in writing to the Client. Tenants can also make complaints via e-mail if desired. Verbal complaints will also be accepted in certain circumstances. •
Upon receipt of a tenants formal complaint The Client will forward this to Kingdom Gas Services within 5 working days to request investigation.
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Kingdom Gas Services will reply to The Client within 7 working days of receipt if the complaint from the Client with a detailed response to the claims made by the tenant and clarification of how Kingdom Gas Services will resolve the issue(s).
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The Client will ensure a response is provided to the tenant within 14 working days from the submission of the tenants complaint advising them what progress is being made or the outcome.
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Should the complaint be about a member of Kingdom gas services staff or gas operative, the staff person concerned will be informed within 3 working days that a complaint has been made and that an investigation is in hand.
Equal Opportunities Neither Kingdom Gas Services nor the Client shall discriminate in the operation of any policies on the basis of age, gender, race, colour, ethnic or national origin, religion, marital status, family circumstances, political or sexual orientation, medical condition or disability.
Appeals and Complaints Appeals or complaints against Kingdom gas services handling of the complaints will be processed through the complaints procedure. This will be directed first to the Housing / Maintenance Manager at the Client, then to the Director of the Client, then the chairperson of the Committee of Management. Should tenants still feel aggrieved it may be possible to refer the matter to the Scottish Public Services Ombudsman.
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