Customer Care Process And Response Times

Our Customer Care Process Explained

We have an experienced team of customer care managers, technical site service operatives and operations and installations people, who look after developers, housebuilders and social housing providers.  

If you are a housebuilder, developer or social housing provider and you are registered with us, you will have a named point of contact. If you’re not sure who this person is – email customercare@symphony-group.co.uk with your site or development post code – and we will tell you who it is and how to get in touch with them. Please also quote your customer query (CQ) number in all correspondence so we can find you quickly.

Reporting customer queries – register

You can request a registration form to report a customer query and send it to the customer care desk at Symphony Group Head Office. Email customercare@symphony-group.co.uk Please ensure all details are included to avoid any delayed registration of the customer query, and please allow 24 hours for processing.

Assessment

We will then allocate a Customer Care Manager to your query, who will assess the task and determine the best way forward. This could be that an inspection is needed, further action is required and they’ll also determine if it’s a Symphony Group issue or a non-Symphony issue.

At this stage the Customer Care Manager or Senior Administrator may offer to supply an item for the homeowner to fit themselves.

Inspection

If an inspection is needed, Symphony Group make 3 attempts to contact your customer (the homeowner) to set up an appointment over 5 working days and report back to the housebuilder or developer. In the case of a social housing provider, Symphony will either report back to the housebuilder or them direct, depending on local agreements. It will also be reported internally via the Symphony Customer Care Automated Update Report.

If there is no response from the homeowner within 5 working days, the query is closed. But it can be reopened if contact is made at a later date.

If an inspection appointment is made, it will be within 10 working days of contact, or an agreed date that suits the homeowner (this may be more than 10 working days).

Awaiting customer order

If the query is about a customer order, Symphony Group will make 3 attempts within 5 working days to chase an order from the housebuilder developer or social housing provider. Once receive it will then take 24 hours to process.

If Symphony Group does not receive an order within 5 days, the query is closed, but can be reopened if an order is received at a later date.

Awaiting delivery

If you have ordered any products or materials from us for your customers, we will deliver them to you within 5 working days. This is subject to homeowner availability and, if there are unusual or non-stocked items required, delivery may take longer.

Fitter visit

If the service you’ve booked with us is supply and fit, we will arrange the fitting date within 5 working days.

Awaiting fitter visit

If we are supplying and fitting, we will confirm a date within 10 working days with the homeowner. The date booked may be outside the 10 days if this is more convenient for them.

Complete/closed

This is when the job is completed and a signed completion has been received by Symphony Group Customer Care from Head Office, or it has been closed due to no response from either the housebuilder/developer or the homeowner.

Response Times

Our target is to handle 95% of all customer queries within 30 working days or less.

(Subject to homeowner availability and product availability, for example, discontinued product or non‐stocked product)

Our national average for closing customer care queries is 9 days.