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The Gas Worx
Customer Charter
Clear communication. Honest advice. Professional installations. Long-term support. Our charter explains the standard of service every Gas Worx customer should expect from first enquiry to final handover.
Every customer gets access to our Client Portal
Clear updates at each key stage
Our 7-point customer guarantee
Our Customer Values
What you can expect
What you can expect
from us
Reliable & Organised
We plan carefully, turn up when expected, and keep your project moving.
Genuine Care
We care about your home, your comfort, and the long-term outcome.
Friendly & Respectful
Professional, courteous, tidy, and easy to deal with.
Honest Advice & Integrity
Clear recommendations, transparent pricing, and realistic expectations.
High Standards
Skilled workmanship, quality checks, and no shortcuts.
Built for the Future
Training, innovation, and sustainable solutions.
Our Promises to You
An outstanding experience
An outstanding experience
from start to finish
Here are our promises to every Gas Worx customer.
Communication Promise
- Clear updates at each key stage
- Client Portal for additional communications
- Honest explanations if anything changes
- Prompt, professional responses
Quality Promise
- Trained, competent engineers
- Skilled workmanship and quality checks
- No shortcuts
- Genuine issues addressed properly
Home Respect Promise
- We treat your home with respect
- Courteous, tidy engineers
- Disruption kept as low as possible
- Clear access and site communication
Honest Advice Promise
- Recommendations based on what is right for your home
- Realistic timelines and expectations
- Transparent pricing and scope clarity
- Guidance, not pressure
Great communication removes doubt.
Your Journey With Us
A clear, guided process from
A clear, guided process from
first enquiry to final review
Introduction
Introduction call with Stuart, 30 mins.
Survey Visit Booked
Your property survey is arranged.
Walkthrough Call Booked
We talk through the findings and next steps.
Heat Loss Survey Received
Heat loss survey report sent to you.
Order Placed
Agreed over our Zoom meeting, just arranging funding.
Proposal Signed & Deposit Paid
Your project is formally secured.
DNO & Grant Approved
Approvals completed where required.
Installation Date Confirmed
Your installation is scheduled.
Handover to Customer Manager
Your project moves into delivery.
Installation Complete
The physical work is completed professionally.
Handover
We show you how everything works.
Review Submitted
Your feedback helps us improve.
You will always know where you are in the process and what happens next.
Our 7-Point Customer Guarantee
How every project
How every project
is looked after
Friendly, welcoming team
Clean & efficient working
Full customer support
Timely & reliable service
Willing to help & explain
Clear pricing & simple payment
Maintenance & long-term care
Professional. Reliable. Caring. Honest.That’s how we work, and why our customers recommend us.
Our Pledge to You
What we commit to
- We are committed to understanding and exceeding your unique project requirements.
- Your satisfaction is our top priority, and we are dedicated to addressing questions or concerns promptly.
- Our team is here to provide ongoing support throughout the entire project lifecycle.
- By choosing Gas Worx, you are choosing a partner dedicated to your comfort, efficiency, and long-term confidence.
What we ask from you
- Provide accurate property information
- Review documents and raise questions early
- Use the Client Portal where requested
- Ensure access is available when agreed
- Treat our team with respect
When things don’t go to plan
If something unexpected happens, we communicate, investigate, explain, resolve where responsible, and learn.
Thank You
Thank you for considering
Thank you for considering
Gas Worx
We look forward to helping you improve your home, comfort, and energy future.