Our Customer Charter

At Smart Heating EA Ltd we are committed to providing exceptional customer service and quality workmanship in your home and at your business across Norwich and Norfolk for your heating and plumbing requirements. We stand by our charter so that you, as the customer, can have confidence and assurance in using our services at Smart Heating EA Ltd and to know what to expect when you do.

Our commitment to you:

1. A Reliable and Timely service:

We will turn up when we say we will. Due to working with mainly water which is wet and has a mind of its own and gas which you can’t see we will not fix a time and instead give you an appointment window of time to expect us. If, for any reasons beyond our control, that we are delayed we will call you to let you know.

2. Clean and tidy:

We will always tidy up. From being in branded clean uniform and taking our shoes off at the door to clean sheeting and tidying our work area when finished we will respect your home and business and treat your space as if it was our own. There is nothing worse than coming home after a day at work to find that a tradesperson has been and left your place in a mess!

3. Our Price Promise:

Superior value for your money spent. We will visit to provide you a quote at no charge. We do this to assess the best solution for you based on your needs, not what we have done for someone else before. We price on balance of quality, resource and qualified knowledge needed from the team to deliver your solution. Value is based on achieving what you need and so you are happy with the result. This does not mean choosing the cheapest option. We deliver quality and satisfaction, not cheap work that gets the work done fast.

4. Customer experience:

How we make you feel is important. We will communicate with you as a team throughout your customer journey with us regardless of whether it’s a toilet flush or a house build. How we deliver our services starts from the initial enquiry through to after care of a project delivery.

5. Sustainability and Eco-conscience:

We love our planet. We work in a non-renewable energy sector so we give back where we can. We will offer you a more eco-conscious option when the work allows us to. We use waste-carrier licence holders for project waste disposal, and we recycle materials where possible. We look at where our products come from and prioritise products and suppliers that also take the environment into consideration.

6. A little favour request:

We will follow up and ask how we did. Feedback (like reviews) can really help us, and other customers that may choose to use our services for the first time.

Our request of you as the customer:

1. Talk to us

We will ask questions to understand the issue thoroughly so we can offer a custom solution. The more you tell us the better that consideration can be. Please ask questions back! A lot of the type of work we do is within walls, under floorboards and in cupboards and often unseen. We would like to provide you with information so you can understand what we are doing and why if you would like. If there is ever ever, ever an issue after we leave, we ask that you contact us early as it allows us to resolve it swiftly and avoid further complications.

2. Please read

We will provide written correspondence to communicate with you. Please reply to us as soon as you can confirm. We ask that you digest this information fully and are happy with what is proposed before we arrive, so we are all on the same page when work starts. We will need easy access to your property. Once installations are completed, we ask that you follow our guidance on proper use and care for the equipment to maintain its efficiency and longevity.

3. Payment

We are an independent local family business. We undertake work in good faith that we will be paid for our work. Prompt payment as outlined on our quotes and invoices allows us to continue our good relations with suppliers and contractors so we can deliver our best service. Bank transfer payments are our preferred means of payment.

4. Honest feedback

We value feedback and words of thanks go a long way. We are only human ourselves and we want to do a good job. Knowing that we have lifts our days and builds our spirit. Knowing that we haven’t means we can put right quickly for you, learn where we can do better and ensure we can improve the experience for the next customer. Reviews are extremely helpful to us as it informs other customers locally of what to expect when they use us and helps us to continually improve our service.