Customer Policy

1. Purpose of This Policy
At Herbert & Crown Maintenance Coordination (“Herbert & Crown”, “we”, “us”, “our”), we are committed to delivering a safe, transparent, and professionally coordinated service. To protect our customers, our contractors, and the integrity of our service model, this policy explains the rules and responsibilities relating to:

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• Customers contacting contractors directly

• Contractors contacting customers directly

• Any communication or work arranged outside Herbert & Crown
   

This policy applies to all customers who use our services.

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2. Our Coordination Model
Herbert & Crown operates as a centralised coordination service. This means:

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• All communication, scheduling, quoting, and documentation must go through Herbert & Crown

• Contractors attend properties on behalf of Herbert & Crown, not as independent service providers

• We remain the single point of contact for all service‑related matters

This ensures compliance, safety, quality control, and accurate record‑keeping.

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3. Direct Contact With Contractors
To protect you and maintain service quality, customers must not contact contractors directly for any reason, including:

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• Requesting additional work

• Rearranging appointments

• Asking for quotes or advice

• Sharing personal contact details

• Booking future work privately
   

All communication must go through Herbert & Crown.

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Why this matters

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Direct contact:

• Breaks our compliance chain

• Prevents us from ensuring safety and insurance coverage

• Removes our ability to verify contractor identity

• Can lead to unrecorded or unsafe work

• Invalidates any guarantees, documentation, or service records
   

For your protection, we cannot support or take responsibility for any work arranged privately.

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4. Contractors Contacting Customers Directly
Contractors working under Herbert & Crown are not permitted to:

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• Contact customers directly

• Offer private work

• Request payment

• Promote their own services

• Use customer details for any purpose outside the assigned job

If a contractor contacts you directly, please notify us immediately at support@herbertandcrown.co.uk.

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5. Work Arranged Outside Herbert & Crown
If a customer and contractor choose to arrange work privately - whether during or after a job coordinated by us - this is entirely outside our service.

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Herbert & Crown:

• Is not involved

• Does not endorse the arrangement

• Does not guarantee the quality or safety of the work

• Is not responsible for any issues, damages, losses, or disputes

• Cannot provide documentation, certificates, or support for privately arranged work

Any private arrangement is strictly between the customer and the contractor.

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6. Use of Personal Information
Customer details are shared with contractors only when necessary to complete a job and always in accordance with our Privacy Policy.

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Contractors are prohibited from:

• Storing customer details

• Using customer details for marketing or private work

• Sharing customer details with third parties

If you believe your information has been misused, contact us immediately.

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7. Payments and Guarantees
All payments for Herbert & Crown services must be made directly to Herbert & Crown.

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We cannot:

• Accept payments made privately to contractors

• Provide refunds for privately arranged work

• Guarantee or certify any work not coordinated through us

Only work arranged through Herbert & Crown is covered by our service standards, documentation, and compliance processes.

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8. Protecting Your Safety
By keeping all communication and bookings within Herbert & Crown, we ensure:

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• Verified and compliant contractors

• Accurate service records

• Proper documentation and certificates

• Insurance coverage where applicable

• A safe and accountable service process

This protects both you and your property.

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9. Reporting Concerns
If you experience:

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• A contractor contacting you directly

• A request for private work

• A request for direct payment

• Any behaviour that feels inappropriate

Please report it to us at support@herbertandcrown.co.uk.

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10. Updates to This Policy
We may update this policy to reflect changes in our services or legal requirements. The latest version will always be available on our website.

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