View Our COVID-19 Update - 20/05/20

We continue to strive hard to protect our customers, and have strict procedures in place to ensure your safety.

In most circumstances, we are now able to carry out home visits for the purpose of servicing equipment, replacing filters, and delivering salt. We can also now visit your home to help you choose the right softener for your needs (a sales visit), and safely carry out installations as well.

The only exceptions are if someone is either shielding, self-isolating or has symptoms of Coronavirus within your home.

If you would like your salt delivered to you, when we arrive at your home we will place the salt outside the front of your home in the preferred location.

We can also now carry out free of charge health checks on your water softener once more.

If you should happen to have any questions, please do not hesitate to call or email me on hello@hydroworks.co.uk

My very best
Laurence Willis
Managing Director


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