• Please be informed that we are hoping to be registered as a One-Stop-Shop in Autumn 2024. We appreciate your patience and understanding as we work towards this milestone.
  • (0504) 24299
  • enquiries@homeenergyretrofits.ie
  • enquiries@homeenergyretrofits.ie
  • (0504) 24299

Customer Charter

Policy Statement

Home Energy Grants are fully committed to the principles and practice of excellence and will conform to the requirements of the ISO 9001:2015 Quality Management System Standard. Home Energy Grants provides an end-to-end service for homeowners. One Stop Shops offer homeowners all the services required for a complete home energy upgrade. Home Energy Grants manage your entire home energy upgrades, offering a full range of services including:

  • Home Energy Assessment
  • Grant application
  • Project management
  • Contract works
  • Follow up BER

Our overall objective is to consistently provide the highest possible standard of service for our clients through leadership, employee development and continual improvement. Our Quality Management System provides a framework for measuring and improving our overall business performance while supporting our company strategy and facilitates continual improvement.  

The Director and staff of Home Energy Grants commit to this by:

  • Ensuring the fulfilment of our client’s requirements in compliance with relevant legislation and other applicable requirements.  
  • Ensuring that the requirements of all interested parties are clearly understood so that our services can be delivered in a timely and professional manner.
  • Promoting the use of a process approach and risk-based thinking; resulting in all processes being established, documented, resourced appropriately, monitored, and measured to ensure conformance to their intended results. 
  • Working closely with our clients, suppliers, and sub-contractors to develop and maintain strong relationships. 
  • Ensuring staff receive training and development support to ensure competency for their area of work through education, training, and experience, where appropriate. 
  • Planning and establishing measurable objectives based on its Quality Policy for the ongoing development of the company and its clients. These objectives are regularly reviewed and measured by management.
  • Through management’s participation in the monitoring and measurement of the performance of the Quality Management System, focusing on opportunities for continual improvement.
  • This policy shall be controlled and maintained as part of our Quality Management System. It will be available on request to all key stakeholders and persons working for or on behalf of Home Energy Grants.  

Procedure for Reporting Customer Complaint

When a client complaint is received by phone, email or letter, a CAR [Corrective Action Form] is raised for the client complaint, and an investigation is initiated with the involvement of relevant departments.

Corrective/Improvement actions are identified, which are assigned to designated managers/process owners to respond to the customer concerns.

Email or letter acknowledgments [QF 52 Acknowledgment of a Complaint] will be sent for issues and complaints within 3 working days or 5 working days, respectively. Customers will receive a complaint record via email or letter. A formal and detailed response [QF 53 Formal Response to a Complaint] to issues and complaints will be provided within 10 working days. In cases where this target cannot be met, an interim reply will be issued, explaining the reasons for the delay in issuing a detailed response.

If the client is dissatisfied with the formal response or resolution, we have an escalation procedure in place, which will be communicated in our correspondence with them [QF 53 Formal Response to a Complaint].

The escalation procedure involves setting up a meeting/phone call with the site representative and the Quality manager. Following the meeting the Quality manager must address the remaining issues. The Quality manager is responsible for ensuring the matter is closed and the homeowner signs the [QF 37 Homeowner Sign off Form] The complaint is then closed, and the CAR Database is updated to indicate closure.


Complaints information

Phone us on 0504 24299 Or Email us at: customercomplaints@homeenergygrants.ie

OR

Send us a letter to:

Home Energy Grants CLG,
Rossestown, Thurles,
Co. Tipperary,
E41 W2K7

Escalated Complaints information

appeals@homeenergygrants.ie