Read Our COVID-19 Update - 02/11/20

The government have announced a new national lockdown, to start with effect from Thursday 5th November 2020.

The government have also confirmed that trade businesses that work in customer homes may continue as long as they are COVID Secure, which Hydroworks has been throughout the pandemic.

Our team will continue to follow all strict social distancing guidelines, including sanitising and now the wearing of masks in customer homes where customers are present.

If we are working within your home, such as changing a filter or servicing a softener, or installing a new softener, we would ask that the area we are working be well ventilated.

The company policy is that we will sanitise our hands on arrival at your home, and on departure too.  If we touch surfaces within your home, we will inform you which surfaces we have touched, and we will sanitise those surfaces too with a light bleach solution before we leave.

Our salt was manufactured and stored on pallets more than 30 days ago, and will only have been touched by the member of our team who delivers it, and their hands will be sanitised.  We will deliver your salt to your home, and if safe to do so, will leave it in your desired location.  If you would prefer your salt to be left outside your home, then we will ascertain beforehand where your preferred safe point is.

Lastly, we will confirm with you that no one in your home is experiencing symptoms or self isolating when booking the appointment to come and see you, plus when confirming the appointment the day before, Daniel will also confirm that no one in your home is self isolating or experiencing symptoms at that time too.  

As a final precaution, when we are on our way to your home, the individual coming (Laurence, Alex or Pete) will also call you to confirm that not only are we experiencing no symptoms, but to ascertain that no circumstances in your own home has changed either.

We remain committed to the safety of our clients, and together we will get through this safely.

Any questions, please call Laurence on 07976 036101 or email the team on hello@hydroworks.co.uk


COVERING KENT, SUSSEX, EAST SURREY & SOUTH EAST LONDON

Hydroworks

Complaints Procedure

WITH HYDROWORKS, YOU CAN BUY WITH CONFIDENCE

You would expect that any company who is linked with your local Trading Standards Team guarantees to sort customer problems out quickly and in the best manner possible.

​My team and I aim to take it one step further...

​We are entirely committed to having delighted customers.  We do not believe that a customer should ever have to write to complain, nor I hope should one of our customers ever feel the rising tensions that dissatisfaction creates.

​Officially, we have a policy, and you can read that below.  But between all of us in the team, each with our own very high standards to customer satisfaction, we will attempt to always be proactive and give you absolute confidence in us, along with many happy reasons to recommend us.  

The official process

We keep a log of all customer expressions of dissatisfaction that require a response from us.  We listen to your concerns, treat them seriously, and most importantly, learn from them so that we can improve.

We will respond to all complaints promptly, well within 5 working days of receipt.

Where the complaint is of a more complex nature and a response is not possible within 5 working days - we will notify you of this, and give you an indication of how soon a full response will be made.  We will try to resolve every complaint completely within 28 days.

Where it is not possible for a complaint to be resolved - Should such a circumstance occur, we will direct you to the Trading Standards Buy with Confidence website and advise that you are welcome to pursue a resolution through Trading Standards.

​Trading Standards view of customer complaints

​It is the experience of Trading Standards that even the best run businesses will occasionally receive customer complaints and queries.  It is their expectation of all businesses that they actively seek to resolve customer complaints and do not actively attempt to limit or undermine a customer's rights.  Full records should be kept.

For your full consumer rights, the following links may be helpful to you: https://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

Meet our happy customers

We'll show you how their softeners were installed too!

Richard Cook - Herne Bay

Alison and Stuart Roberts - Herne Hill, Kent

Len Halsall - Eythorne, Kent

Meet Mavis... we're choosing the best Quooker for the home

Richard Cook - Herne Bay