Our Approach

At Connolly, we recognise that excellent Customer Care is a fundamental ingredient in the delivery of a professional and efficient service. We seek to differentiate ourselves through our conviction that good customer service means, not just completing projects on time, to budget and to the agreed quality but also providing a positive person-centered experience for customers, clients, and the wider public throughout the process.

We aim to consistently deliver positive results for our customers and clients, through the delivery of our tailored solutions that meet individual needs and that of our clients and their customers, by not simply adopting and applying prescribed or standard responses.

Our approach to direct engagement with customers has strongly enhanced our customer care processes, which has had a direct impact on customer satisfaction levels. Customers tell us that the most important factors in achieving this are open, honest communication at all stages, accessibility and continuity of personnel, effective resolution of difficulties and keeping our promises.

A good proportion of our business involves working in occupied dwellings / premises, with work completed in over 15,000no occupied buildings per annum. In order to facilitate this service successfully our business has developed a bespoke customer care model, which incorporates the following policies, procedures, process and systems to ensure all customers receive a service tailored to suit their individual needs;

  • Customer care policy
  • Customer care process
  • Customer care standards
  • Customer care charter
  • Customer consultation model
  • Customer consultation process
  • Working in occupied dwellings policy
  • Safeguarding policies
  • Site rules & code of conduct
  • Data protection accreditation
  • Customer care training
  • Out of hours emergency contact
  • Customer complaints management
  • Customer compliments handling
  • Aftercare service
  • KPI measurement of our service

Our experienced teams

Connolly Ltd currently employs one of the largest customer teams within the UK. Our customer teams are vastly experienced in providing a customer service to suit the needs of our clients and their customers. Our team is headed up by our Customer Manager, who is supported by our Senior Resident Liaison Officer and 27no Resident Liaison Officers.

Customer care is therefore a priority – not just for individual projects and contracts, but also within the Company as a whole.  Every single employee is responsible for maintaining this collective goal, so that the service we provide always puts our customers first.