 |
May Gurney is a construction services business with a long tradition of serving people across the UK. We have a vision:
May Gurney will be a dynamic integrated construction services business that achieves unrivalled customer service by our people passionately striving to be the best.
We work on all types of projects, large and small, and whilst we take steps to minimise inconvenience, some disruption is inevitable. This charter is designed to let people know what steps we will take to keep any inconvenience to a minimum.
The service we provide
May Gurney is a major construction services business with over 75 years of wide-ranging experience. All the services we undertake result in some benefit to the community as a whole. Examples include: improving and maintaining the road networks; upgrading the rail system; repairing and maintaining water supplies; carrying out environmental engineering works including flood defences and constructing facilities for the safe disposal of household and commercial wastes; and constructing new schools and hospitals.
Much of this work involves us in excavating in public roads or transporting goods using heavy vehicles to construction sites. This activity can cause disruption to people in different ways. Residents local to a construction site may experience an increase in heavy traffic during the work or the community as a whole may experience disruption to normal traffic flows causing delays. Similarly carrying out essential work on the water supply network can lead to disruption to the water supply to both domestic and commercial premises and some activity outside normal working hours often occurs.
Whilst we cannot stop this disruption completely, we endeavour to take steps to keep the inconvenience caused to a minimum.
Initiatives we have taken and will take in the future
We believe that it is important to be a good neighbour and to recognise how we affect the community in which we operate. Recognising this we have taken steps to meet that aim:
- We expect our staff to treat members of the community in a polite and courteous way.
- It is our policy to be organised, professional and considerate - at weekends we will avoid wherever possible carrying out operations in the vicinity of housing that could create excessive noise before 8.00am and will finish that work by 7.00pm unless the work is of an urgent nature or must be carried out at set times for special reasons e.g. access is often required to a railway line during the night.
- We will continue to service and maintain our plant and equipment to ensure that they do not unnecessarily pollute the atmosphere through exhaust fumes or undue noise emissions. We will also continue to provide our drivers with driver training and incentives to reduce their fuel consumption helping to reduce emissions to the atmosphere. It is our policy to carry out all our activities in a manner that will minimise environmental damage.
- When we are working in public roads and footpaths we will endeavour to provide advance warning to road users of planned works which could cause a major disruption to normal traffic flow. We will also ensure that where necessary suitable safe alternative pedestrian access around our works is provided. Special consideration will be given to meeting the needs of the disabled and those with impaired vision in these locations.
- When we are undertaking work in public areas such as railway stations we will try to minimise the inconvenience caused by planning our work carefully.
- Safety is our highest priority. We will continue to subject all our works to risk assessments before work commences on site to ensure that potential hazards have been identified and the correct action taken to minimise the risk of accidents occurring.
- Before beginning work on a major construction site we will consult with the local community on issues relating to: access to the site for our plant and equipment; normal working hours for the site; our approach to health and safety issues; and noise and dust controls to prevent inconvenience to the neighbouring community. Where possible access routes will be chosen to create the minimum of inconvenience. Once the work on these sites is underway we will also offer to meet with representatives of the community on a regular basis to check and monitor progress with any issues that may arise.
- Some of our work involves calling on customers at their homes and businesses. We are keen to ensure that people do not receive bogus callers. All our staff who need to make entry to your premises will carry and show an identification card. If you are ever in any doubt please call us on 01603 727272 before letting anyone in to your home.
The standards we have set ourselves
To demonstrate our commitment to providing a high level of service to the
community, we have set ourselves some standards that we aim to meet. Details
are given below:
Complaints
We actively encourage feedback on the services we provide and
receive compliments and positive comments with few complaints. However, where
we do receive a written complaint from the community about one of our services,
we will send an acknowledgement within 48 hours and a full response within ten
working days. Written complaints should be addressed to :
Customer Care Team May Gurney Ltd Trowse Norwich, NR14 8SZ
Setting up site
Before beginning work on a new major construction site we will offer to
meet with the local Parish Council to explain our proposals and provide
a note of the people who can be contacted with details of their phone
numbers if a problem should arise.
Noise or Dust
In the event that a new operation at a major site will create excessive
noise or dust over and above normal operations, we will provide advance
warning to the local Council and offer to meet with them to discuss any
concerns they may have.
Working in Roads and Footpaths
We will always ensure that we make suitable alternative arrangements for
pedestrians where our works involve the blocking or partial blocking
of a public footpath. We will ensure that our works are left safe and
properly barricaded to ensure the safety of any passers-by.
Signing of our works
At all our works we will erect signs which will show the name of our company
and provide a contact telephone number for people to call if they have
a query about the work. Where the works are planned and not of an emergency
nature, we will also include on these signs the likely duration of our
works.
Talks to local community groups and local schools
When we are approached by local community groups or local schools to
provide someone to talk to them about our work and reasonable notice
is given, we will ensure that someone who can speak on behalf of the
company attends.
Publishing our performance
We will publish our performance against these standards each year and make them available to anyone who wants to see them.
How to contact us
Details of the location of our main office and phone number are given below. Any contact in relation to our standards should be addressed to:
Andrew Slater
Customer Care Team
May Gurney
Trowse
Norwich
NR14 8SZ
Tel: 01603 727385
Fax: 01603 727400
E-mail: customercare@maygurney.co.uk |
|
| |
