Certsure launches customer charter

Certsure, the joint venture formed from the partnership between the Electrical Safety Council (ESC) and Electrical Contractors’ Association (ECA), has launched a customer charter.

The certification body, which operates the NICEIC and ELECSA brands, has set out its promise to deliver exceptional service to all of its customers.

Certsure ceo, Emma Clancy, said: “Certsure was formed by the ESC and ECA with the intention of being so much more than the sum of its parts. It is a new business committed to taking the best from its existing brands but also creating a new way; a Certsure way which is built on what’s best in class.

“We want to ensure our customers get the best service, every time, so we are making some important public commitments

“We have spoke to our customers, listened to their concerns and implemented a series of changes which we believe will bring added value to our customer base. These commitments will be measured and reported back for all to see.”

The five commitments are:

  • We will listen to you and commit to providing the best response, first time
  • We promise to provide quality advice, technical expertise and highly skilled people to support you
  • Our products and services are designed to meet your needs and will evolve as your business grows
  • We will deliver a timely and professional service
  • We will be respectful and courteous at all times

The charter is just one of the many customer added value initiatives developed by Certsure since it launched in April this year.  All 34,000 firms listed on its Electrical Safety Register have already received access to a free online training course in renewable technologies with more free training to be delivered shortly. Work is also under way to ensure the Register is heavily promoted to homeowners and specifiers with a series of PR campaigns.

“When we launched Certsure the customer was always at the heart of the partnership we wanted to build,” added Emma.

“In the past the NICEIC brand in particular might have been viewed as a leader in the market but one that was poor on customer care.

“We want to change that image. We believe this not only shows our commitment to be the leading building services certification body of choice, but it will also allow us to interact with our customers in the very best way so they can concentrate on their business. “

The charter will be published on the Certsure, NICEIC and ELECSA websites from today and the results will be published annually to all its customers.