Policies & Terms

Customer Care

At KCC Team Ltd, we are committed to delivering exceptional service with honesty, professionalism, and care. Our goal is to provide every customer with a seamless, reliable, and stress-free experience. This policy outlines the key principles we uphold in all our work:

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• Honest & Transparent Communication – We maintain a fair, polite, and respectful approach, ensuring clear and open communication at all times.

• Trust & Reliability – We respect confidentiality, keep our promises, and always act with integrity.

• Customer-Focused Service – We consider each customer’s needs and circumstances, providing the appropriate level of care and attention.

• Punctuality & Efficiency – We keep to agreed appointment times, minimise delays, and promptly inform customers of any schedule changes.

• Professional Presentation – Our team members wear clean, presentable work attire and maintain a professional image at all times.

• Quality & Commitment – We deliver on our promises, ensuring minimal disruption while meeting deadlines and keeping customers informed of progress.

• Problem-Solving Approach – If we cannot provide exactly what is needed, we offer alternative solutions to meet customer requirements.

• Accountability & Resolution – If an issue arises, we take responsibility and resolve it promptly to ensure peace of mind for customers and tenants.

• Open to Feedback – We welcome customer feedback as an opportunity to continuously improve our service.

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By upholding these principles, we ensure a high standard of service, building lasting relationships based on trust and satisfaction.

Zero Tolerance Policy

At KCC Team Ltd, we are committed to providing a professional and respectful working environment for both our team and our customers. We operate under a Zero Tolerance Policy regarding any form of abuse, aggression, or threats directed towards our Team.

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Any verbal abuse, intimidation, or threatening behaviour will result in the immediate termination of services, and where necessary, we reserve the right to take further action, including reporting incidents to the relevant authorities.

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We believe in mutual respect and expect all interactions to be conducted in a professional and courteous manner.

Tenant / Occupier Contact Details

To ensure smooth scheduling and avoid wasted visits, KCC Team Ltd requires tenant contact details (phone and/or email) when booking jobs at tenanted properties. This allows us to confirm appointments, send reminders, and reduce the risk of missed visits.

If tenant details are not provided, the landlord assumes full responsibility for ensuring access at the agreed time. Missed appointments due to lack of access will incur a fee of £75 + VAT.

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Warranty Policy

At KCC Team Ltd, we stand by the quality of our work and offer a 12-month warranty on our workmanship. Any parts we supply are covered under the manufacturer's warranty, subject to their terms and conditions.

To ensure a fair and effective warranty process:

• Any issues must be reported as soon as reasonably possible to prevent further damage.

• We must be given the first opportunity to assess and rectify the issue before any third party is involved.

• Warranty does not cover issues arising from misuse, external damage, or interference by another party.

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Waste Disposal & Site Cleanliness Policy

At KCC Team Ltd, we take pride in leaving every worksite clean, tidy, and free from unnecessary waste. Our approach to waste disposal is designed to be both efficient and environmentally responsible, ensuring that materials are handled appropriately without causing unnecessary inconvenience.

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1. Disposal of Redundant Materials

• All redundant parts, faulty components, and system-related waste (such as old boilers, pipework, and scrap metal) will be removed from the site by our engineers.

• We will responsibly dispose of these materials in accordance with waste disposal regulations.

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2. General Rubbish & Recycling

To minimise unnecessary transportation of materials and support responsible waste management:

• General packaging waste (e.g., cardboard, plastic wrapping, and polystyrene) will be left with the customer for disposal in household bins.

• Engineers will either ask the customer for permission to use their recycling and waste bins or place the materials neatly for disposal.

• If the customer objects, engineers should bring back only what is necessary.

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3. Why This Matters

• Reduces unnecessary transport of recyclable materials back to our premises.

• Ensures engineers don’t accumulate excessive waste at the office.

• Encourages efficient on-site waste management, keeping our operations smooth and professional.

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By following this policy, we ensure that our customers’ properties remain clean while also reducing unnecessary waste at our offices.

Third-Party Diagnosis Policy

At KCC Team Ltd, we are committed to providing accurate, reliable repairs based on thorough assessments carried out by our qualified engineers. However, in instances where we are asked to quote based on a third-party diagnosis (i.e., a fault identified by another party or provided by the customer), we cannot guarantee the accuracy of the diagnosis or be held liable for any misdiagnosis or additional faults that may arise.

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KEY POINTS:

• Quotes provided without our own assessment are based solely on the information provided by the customer.

• We cannot accept liability for incomplete or incorrect diagnoses made by third parties.

• Additional issues may become apparent once we inspect the system on-site. Any extra work or materials required will be quoted separately and must be approved before proceeding.

• Our engineers reserve the right to re-diagnose the issue upon inspection and advise on any additional repairs needed.

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This policy ensures fairness and transparency, protecting both the customer and our business from unexpected complications.

Replacement of Connecting Parts Policy

At KCC Team Ltd, we believe in completing every job to the highest standard, ensuring the longevity and reliability of our installations. When carrying out plumbing tasks such as replacing radiators, taps, or other fixtures, we will automatically replace essential connecting components as a matter of best practice.

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WHY WE REPLACE CONNECTING PARTS:

• Prevention of Leaks & Failures – Reusing older fitments (e.g., radiator valves, flexible tap connectors, stopcocks) increases the risk of leaks or failures over time.

• Improved System Longevity – New connections provide a more secure and durable installation.

• Avoiding Callbacks – Preventing faults from worn-out components reduces the risk of return visits, saving both the customer and our engineers time.

• Warranty & Workmanship Guarantee – Ensuring all parts are new allows us to stand by our work with confidence.

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WHAT THIS MEANS FOR CUSTOMERS:

• When replacing radiators, we will also replace radiator valves and fittings where necessary.

• When replacing taps, we will also replace flexible connectors and isolation valves as required.

• If the main stopcock is found to be faulty, stiff, or leaking and isolation is working properly, we will recommend and proceed with replacement to prevent future issues.

• If any additional components are required beyond standard replacements, we will advise before proceeding.

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This approach guarantees that our installations are safe, reliable, and built to last, reducing the risk of future issues.