.png){kind=icon}
You’re in safe hands with every Reina Group installation
Our aftercare service team assures we have exemplary lines of communication with all clients. On completion of a project the commencement of a Defect Liability Period (DLP) will begin. Reina Group will provide the client with a handover pack which includes our customer care defect procedures.
Our Customer Care department will respond within previously agreed contract timescales, with defects only accepted via a written or email instruction from our client and not the homeowner, unless serious risk to life or property. All emailed correspondence reporting defects must be sent via customercare@reinagroup.co.uk.
How it works
Project Completion
The project will enter into the Defect Liability Period on completion of the project with Reina Engineers having left the site.
Defect Liability Period
The DLP is agreed by a legally binding contract, at the beginning of a project. This period is pre -determined and can be 12 months or 24 months.
Faults & Aftercare
Call outs can only be carried out if the project is within the DLP. Our Customer Care team will respond within 48* hours on a written instruction from our client.
(* depending on severity of fault).
Call out
Once the fault is determined our Customer Care Team will contact the client to arrange an appointment for our Engineer to visit the site and carry out the repair.
Reporting Process
A detailed Engineers defect report will be supplied to the client which will outline duration of visit, type of fault, why it occurred and how it was repaired.
If you have any questions or want to apply for the BUS please contact us
Our Promise
We strive to repair on a single visit
Our engineers are qualified and professional
1 hour prior to arrival we ring to confirm scheduled appointment
A detailed report of the repair is supplied
What people say about us
Your guys on site are knocking it out of the park at the moment so keep up the good work. Would like to say a massive thank you for all the snagging items that yours guys rectified in plots 117 to 120. Not only have all the items been closed out, they have been done to an excellent standard.
The Reina Group installed an ASHP into our 19th Century Bake House, from start to finish the service was exemplary. The engineers were experienced, tidy and courteous and we now have a home that is kept to a nice comfortable heat.
If you have any questions, please contact us
