Lifeline Alarm Systems Ltd is committed to delivering excellent customer service. This policy sets out what this commitment means in practice, what our customers can expect from us, and what we expect from our customers.
Our ultimate goal is to retain satisfied customers by providing a high-quality, professional response across all our electronic Fire & Security services. As an ISO 9001 accredited company, maintaining these high levels of service is essential to our Quality Assurance operations.
We are committed to providing an efficient, caring, and professional service. To accomplish this, we operate under a two-way level of acceptable standards:
We will always:
Treat all customers with respect, courtesy, and honesty.
Act professionally, listen to your needs, and apologize if we make a mistake.
Ensure queries are handled quickly by the right department or person.
Undertake all works in accordance with prevailing British or European Standards and the law.
Provide clear information to help you make informed choices.
We ask that you:
Provide the relevant information we need to help you.
Treat our staff and representatives with fairness, courtesy, and respect.
Keep agreed appointments and provide feedback to help us improve.
Be patient during times of high demand or extreme circumstances.
Responsiveness: We aim to answer calls within 15–20 seconds (3–4 rings) during normal working hours.
Call Backs: We attempt to return messages within one working day.
Emergency: Staff are available 24/7 for emergency calls regarding your fire or security system.
Identification: Our staff will always produce a valid ID card, which can be verified 24 hours a day.
Respect: We will respect your home or premises and take into account any individual preferences.
Letters: We aim to respond to standard written enquiries within five working days.
Email: We aim to acknowledge emails within 24 hours (excluding weekends/bank holidays) and provide a full response within five working days.
All customers have the right to the same level of service. We do not make assumptions about abilities but engage with each person to identify their individual requirements.
We have a zero-tolerance policy regarding threatening or abusive behaviour toward our staff. This includes:
Verbal or physical aggression and threats.
Personal abuse, derogatory remarks, or rudeness.
Inflammatory statements or remarks of a racial or discriminatory nature.
To ensure this policy is a success, we:
Carry out regular customer surveys to measure performance.
Support and train staff to provide better service.
Monitor complaints to identify necessary improvements.
Review this policy annually.
If you feel we have not met these standards, please contact a senior member of our team for a full investigation and response.
Contact Information:
Tel: 01983 521621
Web: www.lifeline-security.co.uk
Email: info@lifeline-security.co.uk
January 2025 Lifeline Alarm Systems Ltd
