0844 800 4180

We’re clear about our process so you know exactly what to expect from us

Our Process

1Sales

We have a very strict script to adhere to. The script introduces our selves and offers the service of PAT testing. We explain that we have 95 engineers, covering every area of the UK. A date will be selected and an agreed appointment date for our engineer to attend will be booked onto our system. We discuss the costing and how to make payment during the call.

2Quality Control Once the sale has been booked onto our system it will then be checked by QC.

This is to ensure our customers fully understand the service they have just purchased and that we have followed company procedures correctly. Quality control are there to ensure that we have had a meeting of two minds and both parties understand that we have made an appointment for an engineer to attend and carry out the service of PAT testing and that there is a payment involved.


If the QC department feel that something is not clear a further call will be made to clarify. Once the sale has passed QC a confirmation letter or a confirmation email will be generated and forwarded to the customer with all the relevant details on there.

3Call Confirmations We contact you a day before our engineers is due to attend.

The day before our engineer is due to attend our team of 16 Customer Relations staff will contact you to remind you the engineer is due to attend your premises. At this point they will verify your address details and your opening and closing times. They will also note any special instructions the customer may have relating to our attendance, for example the nearest place for the engineer to park his vehicle. They will then discuss how you would like to make payment for your PAT testing.

4Operations We'll call you to let you know that our engineers will be with you within the hour.

On the day of the testing a call will be made to explain that the engineer is on his way and will be there within the hour. He will arrive on site with an ID badge and work wear which carries our logo. The procedure will be carried out in accordance with the IET code of practice for In-service Inspection & Testing of Electrical Equipment 4th edition. Upon completion our engineer will present you with an invoice which he will ask you to sign. At this point he will explain any items which have not passed the test and reasons why they have failed.

5RAMS & H/S We are a pro active company in relation to Health & Safety.

We are a pro active company in relation to Health & Safety. UK Safety has a strong Health and Safety culture embedded in it, we are members of CHAS and Safe Contracting. Our Engineers are qualified to City & Guilds 2377 standard and trained to the latest IET code of Practice. We are also registered with NICEIC.

6Customer Relations Management Team Upon PAT Test completion we'll call you to conduct a short survey.

Upon completion of the PAT testing our Customer Relations Team will contact you to conduct a short survey. They will ask if you were happy with the service and happy with our engineer. We are very proud of the fact that all of our 58000 customers have received such a call and are left extremely happy. The point of making this call is to highlight any problems which may have arisen on the day in order to resolve the situation immediately. Our CRM Manager is Joanne Adams. She has a team of 15 highly skilled personnel.

7Certificates Once the customer has paid, we'll post out a test Certificate.

Once the customer has paid for the work carried out our Administration team will post out a test Certificate which displays your renewal date and a detailed test report with a break down of each item tested and test results (upon request).

8Debt Team We have an expert debt team who will invoice and arrange payments.

UK Safety has a customer accounts team who make sure that every customer has received an invoice and they arrange how and when payment will be made. Just in case an invoice is overlooked. We have a process in place where we send several reminder debt letters.

9Renewals Team We are very happy to say we have a current retention rate of 90%.

A couple of months before the PAT Testing is due to be carried out our Renewals Team will contact you to remind you of this and offer our services again. Our renewals team has 10 members of staff with excellent customer relations skills and their Manager is Tony Fletcher. We are very happy to say we have a current retention rate of 90%.

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