Liverpool Science Park LC3 131 Mount Pleasant Liverpool L3 5tf

As a contractor on our platform, your interactions with clients and residents play a pivotal role in maintaining a positive reputation and fostering trust. This guide is designed to help you navigate professional and ethical conduct when dealing with clients and residents.

1. Effective Communication

Clear and Concise Communication: Use clear and concise language when communicating with clients and residents. Ensure they understand project details, timelines, and expectations.

Active Listening: Listen attentively to clients and residents to understand their needs and concerns. Respond appropriately, showing that you value their input.

Prompt Responses: Respond to messages, inquiries, and concerns in a timely manner. Prompt communication demonstrates your commitment and professionalism.

2. Respect and Professionalism

Respectful Attitude: Treat clients and residents with respect and professionalism at all times. Cultivate a positive and friendly demeanour in your interactions.

Cultural Sensitivity: Be mindful of cultural differences and diversity. Respect different perspectives and avoid offensive language or behaviour.

3. Transparency and Honesty

Clear Expectations: Set clear expectations regarding project scope, timelines, costs, and deliverables. Transparency helps prevent misunderstandings.

Honesty: Be honest about your capabilities, experience, and any potential limitations. Do not make promises you cannot fulfil.

4. Quality of Work and Service

Quality Assurance: Strive for excellence in your work to meet or exceed clients’ expectations. Provide services and solutions that are well-executed and reliable.

Residents Comfort and Safety: Prioritise residents safety and comfort when performing work on rental properties. Minimise disruptions and communicate with residents effectively. This includes but is not limited to:

appointments are booked with the residents confirmation

Operative arrives to the property with an ID

Waste must be disposed of including any building waste and anything else generated from the job

A risk assessment must be carried out for every job upon arrival

5. Confidentiality and Privacy

Protect Client and residents Information: Safeguard sensitive information about clients, residents, and projects. Do not share confidential details without permission.

Data Security: Follow best practices for data security and privacy, especially when handling client or resident data.

6. Flexibility and Adaptability

Adapt to Changing Circumstances: Be open to changes in project requirements or resident schedules. Flexibility showcases your willingness to accommodate needs.

7. Conflict Resolution

Proactive Solutions: Address conflicts or issues promptly and professionally. Seek solutions that benefit all parties involved.

Empathy: Put yourself in clients’ and residents’ shoes to better understand their concerns. An empathetic approach can lead to more effective conflict resolution.

8. Legal and Ethical Conduct

Adherence to Laws: Ensure that all work and interactions comply with relevant laws and regulations, including resident and client rights.

Fair Pricing: Maintain fair and transparent pricing practices. Avoid overcharging or taking advantage of clients or residents. Use callouts/site visit charges only on jobs where it is necessary.

9. Reporting Concerns (See Safeguarding guide below)

Unsafe or Unethical Situations: If you encounter unsafe or unethical situations involving clients or residents, report them to the appropriate authorities and notify platform administrators.

Violation Reporting: If you witness or experience behaviour that breaches this Code of Conduct, report it to the platform administrators promptly.

10. Continuous Improvement

Professional Development: Continuously improve your skills and knowledge to provide the best service possible. Stay updated with industry trends and best practices.

Feedback: Welcome feedback from clients, residents, and peers as opportunities for growth and improvement.

By adhering to this Code of Conduct, you contribute to a positive and respectful environment for clients, residents, and fellow contractors. Your conduct reflects not only on yourself but also on our platform as a whole. Thank you for being an essential part of our community and for upholding these high standards.

Safeguarding

In order to safeguard residents, we request that Contractors follow the below guidelines:

Raise awareness where there is a resident safeguarding risk. There may be residents who:

Have care and support needs (if the client has not flagged this to you)

Are at risk of abuse or neglect

Show aggressive behaviour

Look unwell and uncared for

Require frequent repeated repairs, e.g. lock changes

Are unsupervised children under the age of 18

Be open minded and non judgemental

Be vigilant, notice and act where required

If someone is in immediate danger contact police/authorities

If unsure/bothered about something you have seen speak to your manager and report to client

Keep a record of what you have seen and any actions agreed

Avoid unnecessary physical contact with children or people considered at risk

Never bring anyone external (family member, friend) to a job. Only qualified professionals within your organisation who have valid certifications and DBS should attend a property.

When working in communal areas you see anything out of the ordinary such as front doors which have not been opened for some time i.e. covered in cobwebs, very dirty or damaged please report it to the client

Operative must always carry their ID in order to confirm identity and ensure residents is comfortable and aware of their arrival for a job

How to notify the client where there is a safeguarding concern:

Step 1: call the housing association/client immediately and inform them of the situation.

Step 2: raise an outstanding issue with “Safety Concern”via the platform – this will be an additional alert for the client to ensure they are resolving the issue.

***If you think there is threat of immediate severe danger, please also alert the police

By adhering to this Code of Conduct, you contribute to a positive and respectful environment for clients, residents, and fellow contractors. Your conduct reflects not only on yourself but also on our platform as a whole. Thank you for being an essential part of our community and for upholding these high standards.

Our code of conduct emphasises the importance of maintaining a safe and healthy work environment. We prioritise the well-being of our client residents, residence and adhere to the highest standards of health & safety and environment (HSE) practices