Our commitment and dedication to Customer Care is the core of our ethos and runs throughout our policies and procedures. This commitment is communicated firmly to our employees from their first day on their induction training, it is embedded in TOPCOAT'S policies and procedures that they are required to comply with and it is reinforced throughout their work in their dealing with supervisors and managers.

Our customers are primarily our clients, but we also assume that their customers (i.e. the residents) are our customers.

	Our customer care initiatives include:
	A written formal customer care policy
	A written code of conduct for operatives
	An appointments policy
	Equality of opportunity for our staff and our customers
	Complaints procedure
	Compulsory identity cards and identifiable clothing for operatives
	Attendance at local evening meetings with residents and/or officers
	24hr maintenance section for use by resident in emergencies
	Sign written vans
	Customer liaison officer.

 We have carried out numerous contracts where we assume full responsibility for the work from specification to planning and execution. The potential impact on the customer is a vital part of this planning and we try to engage with clients and residents at the earliest possible stage.