Service Delivery: between ‘Referrer’/’Client’ and ‘Turn the Tides’ (TTT)
TTT: Service Provider
Referrer: Authorised person from a Professional Organisation who requests the service on behalf of the Client and may be responsible for brokering payment.
Client: Person who receives the service provided by TTT
- For the purposes of this agreement there is an assumption that the Referrer is the person authorised by their Organisation to make a referral on behalf of a Client. TTT is the company under contract to the Organisation to deliver the service as specified in the referral and quote.
- TTT also takes referrals directly from Clients who pay for the service themselves.
- TTT aims to follow a simple, transparent process in collaboration with the Referrer and/or Client. TTT can be contacted via phone or email to request a quote.
- TTT aims to respond to all emails and phone messages within 48 hours. During annual leave periods out of office email replies and voicemail messages will advise of any variations to this timescale.
- Preliminary contacts and discussions will cover perceived need, location of property and the specific circumstances of the client.
- A free assessment will be arranged, either via photographs or at the property. Quotes will usually be submitted to the referrer or Client via email. Where regular cleaning slots are being agreed quotes will be given in the body of an email, or via appointment card at the Client’s home. Where the assessment takes place at the property, photos will be taken and the written quote sent by email to the Referrer following the assessment.
- The email agreement with the Referrer, or card given to the Client, will form the Agreement to provide the service.
- Access to the property and a date/time for the job will be agreed. The job will be undertaken in accordance with these arrangements.
- If applicable, on arrival at the property the condition of the interior will be checked against photos taken at assessment. If the condition has deteriorated to such an extent that the job will take longer, photos will be taken and the Referrer contacted prior to commencement of the job. Work will go ahead once agreed in line with any new costings and time factors.
- On completion of the agreed work photos will be taken and sent to the Referrer if applicable
- TTT will invoice the Referrer and/or their administrative representative as authorised. Payment by BACS must be made to TTT within 28 days of invoice date.
- Self-funding clients may pay by cash on the date of the service, or by BACS transfer following the start of any regular work. TTT are happy to discuss methods of payment that will best suit the Client. Non-payment will mean that TTT will be unable to continue any work started.
- TTT will request permission from the client to use photos of their property on the TTT website or Facebook page. These will be anonymous. There is absolutely no obligation to allow the photographs to be shared and Clients may request that their photos are destroyed following submission to the Referrer. All photos will be stored in accordance with GDPR guidance.
- Turn the Tides, the Referrer or the Client can choose to end the service provided at any time without notice or penalty.