Serviceteam Ltd

Dear customer, We want to ensure all our clients are 100% satisfied. We have contacted which? to ask for your details so that we can identify your job, however, they have advised that for GDPR reasons you would prefer not to be identified to us. We work hard to make sure every visit goes according to plan, so please contact us so that we can deal with and resolve any issues. Serviceteam – Customer Services ‘London’s favourite property maintenance company’ Did you know we also do a huge variety of other trades? • Gas & Heating • Plumbing • Electrical • Handyman • Appliances • Landlords • Safety Certificates • Roofing If you need our help at all, contact our servicedesk on 0208 7589 799 where one of our team are waiting to take your call now! Or contact us on email: servicedesk@serviceteam.co.uk Or website: serviceteam.co.uk

Dear Customer, Many thanks for your kind review. Jader is indeed "very efficient". We are pleased you were happy with the service provided and we look forward to supporting you in the years to come. Serviceteam – Customer Services ‘London’s favourite property maintenance company’ Did you know we also do a huge variety of other trades? • Gas & Heating • Plumbing • Electrical • Handyman • Appliances • Landlords • Safety Certificates • Roofing If you need our help at all, contact our servicedesk on 0208 7589 799 where one of our team are waiting to take your call now! Or contact us on email: servicedesk@serviceteam.co.uk Or website: serviceteam.co.uk

Dear Customer, We are so happy you found our service easy to use and reasonably priced. Look forward to supporting you again soon. Serviceteam – Customer Services ‘London’s favourite property maintenance company’ Did you know we also do a huge variety of other trades? • Gas & Heating • Plumbing • Electrical • Handyman • Appliances • Landlords • Safety Certificates • Roofing If you need our help at all, contact our servicedesk on 0208 7589 799 where one of our team are waiting to take your call now! Or contact us on email: servicedesk@serviceteam.co.uk Or website: serviceteam.co.uk

Hi, Thanks so much for the high praise, we are grateful for any recommendations. Glad we could help professionally. Serviceteam – Customer Services ‘London’s favourite property maintenance company’ Did you know we also do a huge variety of other trades? • Gas & Heating • Plumbing • Electrical • Handyman • Appliances • Landlords • Safety Certificates • Roofing If you need our help at all, contact our servicedesk on 0208 7589 799 where one of our team are waiting to take your call now! Or contact us on email: servicedesk@serviceteam.co.uk Or website: serviceteam.co.uk

Dear Jennifer, We are grateful that you have taken the time to contact us regarding your recent experience with Serviceteam, it’s appreciated. Of course, we are extremely disappointed to have received a one-star review from you, as we take great care and pride in the level of customer service we deliver, which can be verified and referred to on our customer feedback platform. The vast majority of cases refer to our professionalism from our site and office-based staff. Whilst we can appreciate your disappointment/frustration that Jader could not complete the repair within the 1st hour, this was due to the replacement parts having to be ordered (on a next day delivery from our supplier). Our business model includes a fully staffed head office, we are VAT registered, have several millions £’s of public insurance liability, offer guarantees for all works completed etc. Comparing us with a one-man band/sole trader we are never going to be cheaper than them, but you do get peace of mind in the unlikely event of something going wrong. I can see that our Customer care team have been in touch with you directly to discuss how we can leave you feeling more satisfied. Kind regards, Serviceteam

Hi Claire, as a successful company we are guided by the many positive reviews complementing our efficient booking system, value for money and the courtesy afforded by our administrative team. This approach is reflected on our WHICH Trusted trader platform. So, we were surprised to receive your review. Sincere apologies Claire if you felt the works were overpriced. We do offer a Free Of Charge quotation for smaller jobs if photos can be provided, which we did offer but you declined preferring to spend time on site with our tradesperson. Our engineer found rather than simply replacing the tap our engineers are requested to quickly survey surrounding areas to highlight and potential future faults such as replacing the sink and applying siliconing so works can be completed confidently and be signed off as being leak free. Good quality locks are expensive/we don’t like to cut corners with people’s security and safety. The guttering requires a considerable work and time (all above ground level) to remedy. I can see we offered an ex gratia 5% discount however, that was our best offer. We are sorry that we did not meet your expectations. On the plus side as we do not charge on an hourly rate, you were in full control and able to reject the quote which was your preferred choice. Whilst we do not professes to be the cheapest or the most expensive our customers always know what our services will cost in advance. We wish you all the best with your maintenance work in the future.

Dear Neil, Many thanks for your constructive and balanced review. We appreciate the issues you raise and we are genuinely sorrow that the quality of workmanship did not meet your expectations. As a busy, growing company, fulfilling the expectations of our customers is of paramount importance to us. Generally, we achieve a high level of customer satisfaction and greatly value the loyalty of many of our customers. As you kindly suggest we were more than willing to return and remedy any issues and sincerely apologise that in this instance we did not achieve the results you desired. As a gesture of goodwill we would like to offer you an annual boiler service, free of charge. Yours sincerely from SERVICEDESK

We were instructed by EDF Energy to complete an annual safety check on James Klotz’s gas appliance. We found his boiler in a condition referred to as “Immediately Dangerous” reflecting Gas Safe Regulations/recommendations. The boiler's metal casing had been removed (not good) and replaced with a timber surround! The seals likewise had been removed allowing life threatening gas to escape into the room. We've not seen a boiler in such a dilapidated and dangerous condition as this. Our duty of care was to advise James Klotz and EDF (in line with industry safety regulations) that the boiler was ‘Immediately Dangerous’. A written job report was provided to James confirming the boiler was not repairable and due to age and its dilapidated condition (circa 20 + years) we could only recommend its urgent replacement as our duty of care. James challenged our engineer’s diagnosis and can only assume his frustration stems from the condemnation of his boiler? His expectations were that the boiler could be repaired (wrongly) free of charge under his insurance policy. Until James replaces his boiler and for safety/health reasons, visitors should avoid any invitation to visit his property! However, we regret not reaching 100% customer satisfaction. We arrived within the agreed arrival slot, completed the safety check in accordance with gas industry guidelines and stand by the advice given in the interests of personal safety. We've also offered an independent assessment free of charge.