Call us
(01302) 802 032
Write to us
hello@djbi.co.uk
Registered Office
2 Fifth Avenue, DoncasterAirport,
Doncaster, DN9 3GF
United Kingdom
Doncaster, DN9 3GF
United Kingdom
Aftercare and Advice
Whilst we do our very best to ensure that any installation goes smoothly, the nature of the work required means that they may be items that need our additional attention once we have completed a job.
If you would like to report and outstanding items or snags please email aftercare@djbi.co.uk in a timely manner.
Please note that reports of any damage to personal property such as fixtures and furnishings need to be reported to us with pictures within7 days of the incident.
Please find below some useful out of hours resource information:
- Mitsubishi Eco Dan You Tube Page for video guides and tips and tutorials
- Mitsubishi Help with Error Codes
- Mitsubishi Helpline 0161 866 6064
Advice for residents about moisture in your home:
Complaints Policy
1.0 Our Commitment
1.1 We, at DJB Installs Ltd (DJBI), are committed to providing excellent customer care and high-quality services. One of our main values is that everything we do is about you, our customer, so we are committed to providing the best possible service at all times, and we also value and respect our customers’ differences and try to meet the needs of those with specific requirements.
1.2 We are committed to keeping the standard of our services as high as possible. The service standards that we aim to keep to are set out in the Customer Service Policy. If we do not meet these standards, we would like you to tell us so that we can make the required improvements to our services.
1.3 The Government is committed to ensuring the highest standards of service through the Green Deal, we want to ensure we play our part in making the Green Deal a successful, customer-focused, investment programme, with quality at the heart of it. We are signed up to the Green Deal Code of Practice and take very seriously compliance with all aspects of the code.
1.4 We are committed to providing you with high quality and excellent services. We value feedback on all our services, contractors and sub-contractors and recognise your right to compliment, complain or make a suggestion about the service you receive. We are committed to making sure that we use customer feedback to continuously improve services.
1.5 If you have had a positive experience, please let us know. However, things can sometimes go wrong. If you feel unhappy with any part of the service you receive from us, we want you to contact us to make a complaint. This will help us put things right as soon as possible and will also help us to learn from our mistakes.
1.6 Our complaints procedure is made up of three levels, should your complaint not be resolved you will the right to take your complaint to the Green Deal Ombudsman.
2.0 Compliments
2.1 If we have done something well or you think an employee, contractor or sub-contractor deserves a special thank you, let us know.
Email: hello@DJBI.co.uk
Visit: www.DJBI.co.uk
2.2 Or complete the form at the back of this leaflet. “Letting us know” what we do well will help us recognise what is important to you and to continue to provide quality services that are valued by the community.
3.0 Suggestions
3.1 If you have any ideas or suggestions for how we can improve our services for the better, please let us know. We value customer feedback and recognise that you play a valuable part in developing, improving and changing services for the better.
4.0 Operating Issues
4.1 We understand that sometimes, after we have left site, you may experience initial issues with operating the energy efficiency measures we have installed. In this case, please contact us by telephone and we will deal with your issue in line with our “Operating Issues” Flow chart.
5.0 Complaints
5.1 You can complain about any aspect of the service we provide, or our failure to provide a service for you. If you have general concerns about the way you have been dealt with, either by an individual, or the wider system, you can make a complaint about that too.
5.2 We want to make our system easily accessible and simple to use. We do not want anyone to be put off by form filling or red tape. If you do not want to fill in a form just explain the problem to a member of staff who will record your complaint accordingly.
Please do not be afraid to express your concerns. We want the opportunity to look into any problems and take appropriate action.
6.0 Resolving the Complaint
6.1 There are three stages to the Complaints Procedure. All complaints will be treated seriously but will firstly be dealt with at the lowest operational level within the relevant department with the aim to resolving the complaint promptly i.e. Support Advisor
6.2 Level 1
We will aim to deal with and respond to all level 1 complaints within 8 working days and if this is not possible, within 28 days. The Support Advisor will access the complaint form and gather as much information about the complaint to help resolve the complaint. Once this has been done, Support will contact the customer and try to resolve. If the complaint involves a third party such as a contractor or sub-contractor and we think it may take longer than 28 days to resolve, we will respond within the 8 days to give an indication when the matter is likely to be concluded.
All correspondence will be saved on the customer’s file. Any correspondence will tell you who is dealing with your complaint and by what date they will respond. If you are not happy with the response you can escalate it to the next level.
6.3 Level 2
We will aim to deal with and respond to all level 2 complaints within 10 working days. If the Support Advisor cannot resolve the issue or a customer is not happy with the outcome of a has escalated a level 1 complaint then this will be allocated to the appropriate Manager who will then assess the information and try to identify the most appropriate course of action to resolve the complaint. If the complaint involves a third party such as a contractor or sub-contractor we will tell you if we think it will take longer than the 10 days to be concluded.
All correspondence will be saved on the customer’s file. Any correspondence will tell you who is dealing with your complaint and by what date they will respond. If you are not happy with the response you can escalate it to the next level.
6.4 Level 3
We will aim to deal with and respond to all level 3 complaints within 4 working days. If the complaint involves a third party such as a contractor or sub-contractor we will respond to give an indication when the matter is likely to be concluded. The complaint will be escalated to the Managing Director who will assess the information provided by the Manager and prepare a response to the complainant within 10 working days of receipt of the complaint.
If the complaint is of a nature that is not within the remit or power of DJB Installs to resolve, such as disputes relating to third parties, contractors, sub-contractors and suppliers, then we will advise the customer of the various course of action they have available to them under the Green Deal or potential legal discourse.
7.0 The Ombudsman
If for any reason you do not feel able to deal with us in respect of your problems or complaints, or you are not satisfied with your treatment, the process, or its outcome, you have the right to contact the Ombudsman. However, the Ombudsman will normally get involved in your case after you have been through our full complaints procedure and failed to have resolve your complaint.
Green Deal Oversight and Registration Body:
www.greendealorb.co.uk
Contact number: 0207 090 1031
7.1 General Support
You may not feel able or confident enough to go through the process on your own. If this is the case we can put you in touch with support or advisory groups who will help you. If you just need to talk to someone to get guidance or support, you can contact:
Energy Saving Advice Service: 0300 123 1234
7.2 Your thoughts
When your formal complaint is completed, we will send you a short satisfaction survey to find out how you thought we handled it, what you thought of the process and how you think we can improve. We would be grateful if you could take five minutes to fill in the survey and return it to us.
We value your feedback and use your comments to help improve the service we provide.
7.3 So, how are we doing?
We will report details of how we have been dealing with complaints, compliments and suggestions in our annual report.
Complaints Policy – Existing Pipe Circuits
This policy clarification has been developed/amended in consultation with our consumer code body.
DJB Installs will honour and provide the appropriate workmanship warranties for aspects of its installation. However, where we carry out work in properties with existing pipe work circuits we issue this clarification.
Leaks or similar issues must be reported within a month of DJB Installs commissioning the works.
If nothing is reported to us it is fair to assume that the work has been carried out to the appropriate standard and functions correctly. Thus, DJB Installs will work on the basis that everything relating to the install is compliant and in good working order.
Should any issues arise, the burden of proof regarding sub-standard installs will fall to the householder. DJB Installs may facilitate an onsite visit for inspection and/or determination, but the cost burden will remain with the householder unless it is proven that the work is below standard.
In these instances, DJB Installs will issue the customer with a quotation for the initial visit or any other legitimate expense.
The customer will be required to sign a declaration and pay a deposit before the investigation commences/any visit is undertaken.
If it is shown that DJB Installs was not at fault, the customer will be required to pay any outstanding amount within ten days. If, however, it is shown that DJB Installs was at fault, the deposit will be refunded.
Complaints Policy – Roof Repairs/Damage
This policy clarification has been developed/amended in consultation with our consumer code body.
DJB Installs will honour and provide the appropriate workmanship warranties for aspects of its installation. However, for Solar or other installs that may affect external roofs we issue this clarification.
All defects including below standard workmanship, leaks or other issues need to be reported within a month of DJB Installs leaving site. After a month or 3 weather events (rainfall/snow/hail/other), if nothing is reported it is fair to assume that the work has been carried out to standard (other than cosmetic issues). Thus, DJB Installs will presume everything relating to the install was compliant and in good order.
Should issues arise, the burden of proof regarding sub-standard installs will fall to the householder. DJB Installs may facilitate scaffolding and other items for inspection and/or determination but the cost burden will remain with the householder unless it is proven that the work is below standard.
In these instances, DJB Installs will issue the customer with a quotation for the scaffolding or any other legitimate expense.
The customer will be required to sign a declaration and pay a deposit before the investigation commences/the scaffolding is erected.
If it is shown that DJB Installs was not at fault, the customer will be required to pay any outstanding amount within ten days. If, however, it is shown that DJB Installs was at fault, the deposit will be refunded.
Trusted quality professionals
We’re highly accredited and hold the following quality assurance and safety certifications.
