50plus Help - Helpers

Code of conduct

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For Helpers

Service and communication standards

50plus expects Helpers to offer customers the very best of service, starting from the initial point of contact through to billing. The expectations are that:

  • Communications are answered within two working days and preferably within 24 hrs
  • That any estimates or reports are provided within 5 working days unless otherwise agreed.

That Helpers:

  • Only charge for the time spent on the job or on associated activities e.g. material collection
  • Spend only reasonable time collecting materials and inform customers if such time is likely to exceed 1 hr
  • Notify customers of absence from the job
  • If charging on site work do not charge for tea, coffee, meal breaks or for time spent on the telephone unless job related
  • Present a written correctly completed invoice to the customer on completion of the works against which the customer may pay or if a pre-paid / account customer retain for their records
  • Never undertake unnecessary work
  • Be polite, courteous, dress appropriately and maintain vehicles in a safe and clean condition.

Nobody wants recalls but from time to time they are inevitable. Helpers are expected to attend a recall free of charge or where there is failure of workmanship or materials provided by the Helper. In the unlikely event of a dispute 50plus Help will attempt to reconcile the parties.

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