07736 000 647
Code of Conduct
We want you to be clear on how we opperate at Havra, which is why we’ve published our code of conduct to clarify our responsibilities and ethics that we embrace in all our work.
Only undertake work that we are competent to do.
Provide clear breakdowns of a jobs cost before any commitment is made by you.
Discuss all options available to help provide you with a tailored solution.
- The Code provides information on what can be expected by you from Havra.
- Our Code is independent of any existing consumer legal rights.
- All Havra employee’s will respect and uphold the Code, agreement and all it’s terms and conditions at all times.
- The code may be subject to change, without notice.
- We will not pressure or unduly influence a customer to leave a review of our business, work or service.
- We will no offer, promise or give customer incentives in exchange for providing reviews of our business, work or services of publication. This incluses discounts on the price paid or payable by our customers for any services and/or products.
- Act responsibly, professionally and be polite at all times.
- Respect the confidentiality of information that we obtain through work and business relationships.
- Act diligently and inaccordance with the technical and professional standards.
- Only carry out work that falls within our professional competence and exercise due care and skill at all times.
- When supplying goods – only supply those that correspond to their description, are of satisfactory quality and fit for purpose, and that comply with all applicable UK legislation.
- Comply with Health and Safety requirements.
Quotations, contracts and other documentation
- We shall supply to the customer a quotation in writing (except where it is not practical to do so).
- Quotations shall include all of the following;
▪ details of the work to be provided;
▪ where applicable, details of who will be carrying out the works and any materials to be supplied;
▪ a breakdown of costs, taxes and any factors that may affect the final price to be paid for the work;
▪ details of all choices or options available to the customer and how each would affect the final price to be paid for the work;
▪ details of any deposits or staged payments together with timings for work agreed should also be shown.
- Where additional work is requested or required (that hasn’t previously been detailed in a quotation), we will provide the customer with a revised or additional quote – to include the additional work – before that work takes place.
- Where required, we will provide to the customer details of cancellation rights applicable to the contract for the services and supply information about the contract and identity of the business, as required by law before they commit to the contract.
- You shall use terms and conditions that are considered fair in accordance with the Consumer Rights Act 2015 and government guidance.
- We will provide the customer with written confirmation of any contract entered into, or a copy of the contract, any Terms and Conditions and the written information you are required to provide.
- We will maintain full records of all Customer correspondence and documentation and retain a log of complaints for a minimum period of two years.
Endeavour to stick to timeline and costs agreed by both parties.
Provide you with any updated quote should you require any changes to the initial agreement.
Be open and approachable for any queries, and treat your property with respect.
- All invoices will be supplied to the customer with our agreed payment terms.
- Provide a revised or additional quotation of any additional works/costs undertaken as agreed by the customer.
- If there are to be interim payments, they should either be agreed in advance for set stages and payment made in completion of those stages, or for the supply of materials, payment should be made once they have been delivered to the site. Interim payments should be agreed when the contract is made and should represent no more than a reasonable valuation of the work completed and materials delivered.
- Customer deposits shall be repaid to the Customer (along with any other pre-payments) within 30 days of completion of the work and/or where the work is cancelled by the Customer because either it’s within the cancellation period or the work does not take place within a reasonable time. Where work is cancelled by the customer (and there has been no breach of the Customer’s common law and statutory rights) we will retain no more than reasonable costs you have incurred.
Guarantees and warranties
Any guarantee(s) provided will:
- Be appropriate to the product supplied and should be accompanied by a statement that nothing in the guarantee affects the Consumer’s statutory rights.
- Cover the labour and materials that formed part of the completed work.
- Not restrict the Customer’s common law and statutory rights.
- Clearly explain where the operation of a guarantee is conditional upon appropriate use or maintenance by the Customer.
- Where relevant and legally viable, pass on a manufacturer guarantee to the Customer.
- Explain if and why certain parts of the work are not under guarantee.
- Maintain adequate insurance policies to cover all relevant risks including, but not limited to, employers and public liability insurance.
- Provide evidence of public liability, employer and professional indemnity insurance policies (as required) upon request.
Advertising, Marketing & Publicity
- All advertising relating to the products or services we provided shall be legal, decent, honest and truthful and all claims, howsoever made, must be able to be justified.
We will :
- Acknowledge all complaints and offer a course of action to the Customer within 28 days for all complaints.
- Not refer the customer to subcontractors or manufacturers to resolve the complaint.
- If agreed by the Customer, carry out such remedial action within eight weeks from the date of Customer agreement.
- Endeavour to settle complaints amicably with the Customer.
- Offer Customers full details of why a complaint will not be upheld if relevant.
- If complaints cannot be resolved between you and the Customer, cooperate with an independent ombudsman and comply with any decision in relation to the complaint.