Everyone at Inteb Managed Services is committed to improving customer service and standards overall. This new customer charter is one of the ways that we hope to improve the experience customers have when they access our services or information.
This new customer charter has been introduced to tell you, as our customers, what standard of service you should expect when dealing with Inteb Managed Services. It also creates a new, higher and more consistent standard of customer care that we will strive to achieve no matter what service is being delivered or where it is being delivered in the country.
Who we are and what we do?
Inteb Managed Services is a company of energy managers, surveyors, utility and environmental specialists serving a wide range of real estate clients in both public and private sectors.
We work in partnership with our clients to provide optimum solutions, saving them time and money. All of our recommendations are completely bespoke and we pride ourselves on not being typical energy consultants; we focus not just on the ‘what’, but also on the ‘why’.
We know that once you understand ‘why’ something works for you, you will be more empowered to make the decisions that will help you succeed in the future.
Our commitment to you
We will meet your needs by:
Seeking to answer all your enquiries efficiently the first time you contact us. If your enquiry cannot be dealt with at this time, we will put you in touch with someone who can help. We will keep you informed of progress on your enquiry
Training and developing our employees so they have the right knowledge and skills to meet your needs, as our customers
We will be open and honest in all that we do and we will do this by:
Making information available in a number of formats within a reasonable time period.
Making sure our communication is jargon-free and easy to understand.
Making sure you receive a full explanation of any decisions made and any rights that you have to appeal.
Working closely with partners, service providers and regulatory bodies to make sure we provide a consistent and efficient service.
Maintaining accurate and secure records about you and the services you receive.
Making sure information is readily available on all our public domains.
Measuring our performance
We are working hard to ensure the right measurements and systems are in place to tell us where we are doing well and where we need to improve. For each of the Customer Charter values, we will set specific targets and regularly measure how we are doing against these targets. We will use a number of different ways to measure how we are doing including:
Transparency throughout delivery
External independent surveys
Key Performance Indicators (KPIs)
We will report regularly on how we are doing publicly via our annual report, website and other media channels. Our performance will also be regularly checked by internal and external inspectors.
How to contact us
We want to know when we get it wrong or could do better so welcome any customer feedback, whether it’s complaints, compliments or comments. By letting us know how we’re doing, you can help us improve our services.
So whether it’s a compliment, complaint or a suggestion about how we can change our services for the better or you want to highlight when we are getting something right, please let us know. Customer feedback forms are available on-line on our website or by email on request.
Alternatively contact our Head Office on 0151 601 9465, e-mail us at firstname.lastname@example.org or call Raja Khan, our Commercial Director, on 0772 516 3152.
Your views on the information contained in this Customer Charter would also be appreciated. Please use the contacts details above to contact us or you can write to us at: