Our aftercare team are trained and equipped to deal with any support request following handover.
We have a dedicated Aftercare Department which deploys 10 directly employed aftercare personnel including managers, administrative assistants and specialist multi-skilled tradesmen.
All aftercare requests are directed through a central email address which is manned 24 hours a day – 365 days a year.
Aftercare requests are logged by our administration team of Karen, Linda and Tina and passed on to one of our directly employed aftercare tradesmen who operate from mobile workshops fully equipped to deal with any aftercare eventuality.
Electrical and Mechanical aftercare requests are forwarded to the aftercare teams of our long-term supply chain partners who are all trade accredited and vetted to ensure maximum performance.
The aftercare team dress in company livery and wear identification lanyards in order to ensure professional and courteous service levels.
Aftercare requests are not closed until the end-user is completely satisfied and has signed off the aftercare request to this effect.
Upon completion of a request, we enquire about the most appropriate manner in which to forward an aftercare satisfaction survey be-it by text, email, social media or post in the fortnight after completion.
We achieve an average of 92% total satisfaction for our aftercare service, compared with our peer performers, this is outstanding and a true reflection on the dedication and professionalism of our aftercare team.
The aftercare support for our project was excellent. In the few weeks before handover, the school team were able to build a relationship with the aftercare manager and this meant that we felt as though we were in safe hands when the building became ours. It was very important to us to know the person at the other end of the phone/email.
Communication options were made readily available to us and the reporting system is clear and easy to use. Any queries were responded to quickly and efficiently.
A member of the team stayed with us for a week after handover which relieved the pressure greatly and meant that we could begin working in our building quickly and positively. A sense of professional pride and an aim to achieve high quality and best value has been evident from all representatives from Carters throughout this project and this has been the same with the aftercare support. This has meant that we have confidence that the outstanding issues will be addressed.
Mrs Pearce, Headteacher, Watermoor C of E Primary School