As a contractor on our marketplace, your interactions with clients and tenants play a pivotal role in maintaining a positive reputation and fostering trust. This guide is designed to help you navigate professional and ethical conduct when dealing with clients and tenants.
1. Effective Communication
Clear and Concise Communication: Use clear and concise language when communicating with clients and tenants. Ensure they understand project details, timelines, and expectations.
Active Listening: Listen attentively to clients and tenants to understand their needs and concerns. Respond appropriately, showing that you value their input.
Prompt Responses: Respond to messages, inquiries, and concerns in a timely manner. Prompt communication demonstrates your commitment and professionalism.
2. Respect and Professionalism
Respectful Attitude: Treat clients and tenants with respect and professionalism at all times. Cultivate a positive and friendly demeanour in your interactions.
Cultural Sensitivity: Be mindful of cultural differences and diversity. Respect different perspectives and avoid offensive language or behaviour.
3. Transparency and Honesty
Clear Expectations: Set clear expectations regarding project scope, timelines, costs, and deliverables. Transparency helps prevent misunderstandings.
Honesty: Be honest about your capabilities, experience, and any potential limitations. Do not make promises you cannot fulfil.
4. Quality of Work and Service
Quality Assurance: Strive for excellence in your work to meet or exceed clients' expectations. Provide services and solutions that are well-executed and reliable.
Tenant Comfort and Safety: Prioritise tenant safety and comfort when performing work on rental properties. Minimise disruptions and communicate with tenants effectively. This includes but is not limited to:
appointments are booked with the tenants confirmation
Operative arrives to the property with an ID
Waste must be disposed of including any building waste and anything else generated from the job
A risk assessment must be carried out for every job upon arrival
5. Confidentiality and Privacy
Protect Client and Tenant Information: Safeguard sensitive information about clients, tenants, and projects. Do not share confidential details without permission.
Data Security: Follow best practices for data security and privacy, especially when handling client or tenant data.
6. Flexibility and Adaptability
Adapt to Changing Circumstances: Be open to changes in project requirements or tenant schedules. Flexibility showcases your willingness to accommodate needs.
7. Conflict Resolution
Proactive Solutions: Address conflicts or issues promptly and professionally. Seek solutions that benefit all parties involved.
Empathy: Put yourself in clients' and tenants' shoes to better understand their concerns. An empathetic approach can lead to more effective conflict resolution.
8. Legal and Ethical Conduct
Adherence to Laws: Ensure that all work and interactions comply with relevant laws and regulations, including tenant and client rights.
Fair Pricing: Maintain fair and transparent pricing practices. Avoid overcharging or taking advantage of clients or tenants. Use callouts/site visit charges only on jobs where it is necessary.
9. Reporting Concerns (See Safeguarding guide below)
Unsafe or Unethical Situations: If you encounter unsafe or unethical situations involving clients or tenants, report them to the appropriate authorities and notify platform administrators.
Violation Reporting: If you witness or experience behaviour that breaches this Code of Conduct, report it to the platform administrators promptly.
10. Continuous Improvement
Professional Development: Continuously improve your skills and knowledge to provide the best service possible. Stay updated with industry trends and best practices.
Feedback: Welcome feedback from clients, tenants, and peers as opportunities for growth and improvement.
By adhering to this Code of Conduct, you contribute to a positive and respectful environment for clients, tenants, and fellow contractors. Your conduct reflects not only on yourself but also on our platform as a whole. Thank you for being an essential part of our community and for upholding these high standards.
Safeguarding
In order to safeguard tenants, we request that Contractors follow the below guidelines:
Raise awareness where there is a resident safeguarding risk. There may be residents who:
Have care and support needs (if the client has not flagged this to you)
Are at risk of abuse or neglect
Show aggressive behaviour
Look unwell and uncared for
Require frequent repeated repairs, e.g. lock changes
Are unsupervised children under the age of 18
Be open minded and non judgemental
Be vigilant, notice and act where required
If someone is in immediate danger contact police/authorities
If unsure/bothered about something you have seen speak to your manager and report to client
Keep a record of what you have seen and any actions agreed
Avoid unnecessary physical contact with children or people considered at risk
Never bring anyone external (family member, friend) to a job. Only qualified professionals within your organisation who have valid certifications and DBS should attend a property.
When working in communal areas you see anything out of the ordinary such as front doors which have not been opened for some time i.e. covered in cobwebs, very dirty or damaged please report it to the client
Operative must always carry their ID in order to confirm identity and ensure tenant is comfortable and aware of their arrival for a job
How to notify the client where there is a safeguarding concern:
Step 1: call the housing association/client immediately and inform them of the situation.
Step 2: raise an outstanding issue with “Safety Concern”via the platform - this will be an additional alert for the client to ensure they are resolving the issue (as per screenshot)
***If you think there is threat of immediate severe danger, please also alert the police
By adhering to this Code of Conduct, you contribute to a positive and respectful environment for clients, tenants, and fellow contractors. Your conduct reflects not only on yourself but also on our platform as a whole. Thank you for being an essential part of our community and for upholding these high standards.
Our code of conduct emphasises the importance of maintaining a safe and healthy work environment. We prioritise the well-being of our client tenant, residence and adhere to the highest standards of health & safety and environment (HSE) practices. For further guidance on our commitment to HSE, please refer to HSE Code of Conduct here.