Metropolis Maintenance

Our pledge to you…

1. To provide competent and professional staff to carry out the works as agreed.
2. To ensure a high standard of health and safety is carried out. Our health & safety is a very important part of our business, ensuring not just the safety of those around us, but our employees as well.
3. To provide you with polite and courteous staff.
4. Where works will take place in an occupied environment, we will endeavor to carry these out with as little disruption to normal working / living conditions.
5. To communicate regularly with our clients to ensure our work is being carried out in a manner that is acceptable to your living conditions, and to ensure that the contract will be finished on time to a high specification.
6. To ensure that contracts are completed either before or on deadlines.
7. To ensure that our staff does not smoke, use foul language or use loud radios on site.
8. Where we are required to use Sub Contractors ie Electrical and Plumbing works, unless a nominated Sub Contractor is required, we endeavour to use our regular Sub Contractors whom we are aware of their quality and standard of works. The majority of our Sub Contractors are also local businesses within the South Wales area..
9. Where appointments and arrangements are made, we will ensure a prompt attendance.
10. We will ensure that at the start of any contract the site is protected, and at the end of the contract the site will be cleaned and left as found.

How you can help us……

1. Please clear all working areas before we commence any works, this is not usually included unless specified in writing.
2. Please be courteous and considerate to our team. In the event of a complaint, please see our complaints procedure below.
3. Please ensure that any changes to the contract are advised in good time, especially if bespoke goods may be on order. This should be confirmed in writing ie email / letter / fax etc.
4. When the works are in operation, please keep clear of the construction areas and observe any signage on site and instructions from our staff.
5. Please be realistic about the impact of any construction work on the surrounding environment you are in, there may be periods of noise, it would be helpful if you advise us before we start work of the best times to carry out particular tasks, so as to cause as little disruption as possible.
6. In the event of working either next to a boundary or in an empty property, it may be advisable to inform your neighbour of the forthcoming works, and in the event of an empty building it is advisable to inform the local police we will be working in the building.
7. If you have other Contractors on site at the same time as us, please ensure good communication channels are in operation.
8. The company will not tolerate any form of discrimination with regards to Sex, Race and Disability Discrimination towards its employees

CUSTOMER COMPLAINTS PROCEDURE

We would expect that most contracts carried out by Metropolis Maintenance Services Ltd, will not result in complaints, however problems sometimes arise, below is our programme in resolving the situation.

Procedure for Customers

If you find that at any time during the contract you are not happy with any aspect of the works please speak directly to either the Site Contact or Maria Papoutsou as soon as possible, so that if remedial works are required these can be carried out whilst our employees are on site.

If you are unhappy with the conduct of any employee of our Company, working on the contract please contact Metropolis Maintenance in the first instance on 0845 2572096.
Please contact Leigh Crump as soon as a problem is found so that it can be resolved as soon as possible, this should also be put in writing to Metropolis Maintenance Unit 3E Palmersvale Business Centre Barry CF63 2YZ.We aim to respond to said complaint immediately where possible but within 3 days if not.

Once a course of action has been agreed between the client and ourselves the problem will be resolved as soon as practicable and would wish that any outstanding works be completed within an agreed amount of time.

Obviously it is hoped that all complaints can be dealt with as swiftly as possible and it is therefore imperative that clients make known any problems or queries regarding the contract as soon as they arise.