About Us

Richfords Customer Service Charter

• We will contact the property within 30 minutes of receipt of the instruction.
  
  

• Our representatives will be well presented, courteous and act in a professional manner at all times.
  
  

• We will carry out a Risk Assessment at the site and take into account the health of building occupants and potential visitors.
  
  

• We will carry out a Triage on arrival at site, identifying items requiring urgent attention.
  
  

• Based on the Triage we will carry out Damage Limitation procedures to minimise loss.
  
  

• We will project manage the incident to re-establish a pre-incident state, if feasible, as soon as possible.
  
  

• We will advise the policy holder on action we propose to take and keep them updated on our progress.  A written damage report will be issued to the policy holder, if requested.
  
  

• Our written report and estimated costs will be despatched within 48 hours of our initial visit.
  
  

• We will notify any changes from our initial report should they arise and produce interim reports every 28 days where the restoration work required is more prolonged.
  
  

• We will provide written confirmation of the results of our work if required by our clients. (hygrometer charts / drying certificates)
  
  

• We will deal with any complaint quickly and effectively through the Company’s complaints procedure.
  
  

• We will ensure the development of business relationships is carried out in a positive and professional manner. We will assist our clients by producing management information if requested.