We understand that plans change due to unforeseen circumstances. If they do, and we’re not informed immediately you may be charged for the missed visit. Serviceteam of course want to avoid any charges due to circumstances that are outside of your control. Therefore, and as soon as you realise please telephone serviceteam to cancel your booking, change any details or reschedule it, so we can manage our timetables. If notification is not received, you will be charged a cancellation fee.
Serviceteam go further than most to minimise the chances of a missed appointment.
There must be no doubt, or ambiguity in a customer’s mind (including residents/tenants) that once a visit is booked, confirmed and a time slot given serviceteam commits its resources to conducting the visit.
In our industry most of the negative feedback received is related to unreliable tradespeople not meeting agreed arrival slots. We know how important it is for everyone to be in harmony (in advance) when it comes to booking appointments.
Whilst we cannot be everywhere, offering unlimited availability every minute of the day, or always meet your preferred time slot – we will always be honest and upfront and notify you when we can attend. This gives you the option to agree a different time slot (on the same day), re arrange for a different day, or cancel if the new appointment date does meet with your schedule.
How it works
- Serviceteam will agree an appointment date in advance directly with the resident/tenant 100% of the time, either by text/email or recorded message/telephone conversation.
- Serviceteam will confirm the appointment date via email at the point of booking (if an email address has been provided).
- Serviceteam will send a text message, the evening before the day of the appointment (using the mobile number provided) confirming your specific arrival slot (so you don’t have to wait in all day).
- Serviceteam will send an ‘Uber’ style ‘tracking link’ via email/text message so you can track the tradesperson journey whilst on route to your property.
We have invested heavily in our software systems to give you a clear understanding of the above steps and avoid any chance of a missed visit.
Serviceteam always endeavour to arrive within your agreed arrival slot. However, due to the nature of our business we cannot give a cast iron guarantee, should the job prior to your appointment slot overrun, or when difficult traffic conditions prevail.
Should either of the above look likely, your appointed tradesperson will always call and update you.
For a nominal fee, we may be able guarantee a specific/pre-agreed arrival slot. Please ask your job owner for details.
Finally, if a morning or afternoon appointment is your preference please inform your job owner. We will do our best to accommodate your request but please be advised we cannot give any guarantees as it relies heavily on cost effective route and journey planning with our tradespeople, not to mention the reduction in our carbon footprint.
If the three-hour appointment slot doesn’t meet with your schedule, please contact serviceteam the moment you receive our text, and we will rearrange the appointment to a date that does meet with your commitments.
If notification of cancellation is not received during the ‘lead in’ period to your confirmed appointment you will be charged a cancellation fee.
Please see our website Cancellation Terms at www.serviceteam.co.uk for clarification.