Our Commitment to Supporting Vulnerable Customers
At Dirty Marks Cleaning Services, we recognise that some of our customers may be vulnerable due to age, disability, illness, or personal circumstances. We are committed to treating all customers fairly, with patience, understanding, and respect.
We regularly work with housing associations, property managers, and individuals to provide safe, professional window and gutter cleaning services for vulnerable residents. To ensure the best possible experience, we have put measures in place to identify and accommodate specific needs.
How We Support Vulnerable Customers
1. Clear & Accessible Communication
- We provide clear, upfront pricing through our online calculator and call center.
- Our team is trained to communicate patiently and clearly, avoiding jargon.
- We offer multiple contact options, including phone, text, and email.
- If any customer requires this policy in a larger font, alternative format, or different language, please contact us.
2. Identifying & Addressing Needs
- When booking, we ask if any special arrangements or considerations are required.
- A Vulnerable Person Questionnaire is available online for housing associations to complete, ensuring we understand residents’ needs before attending.
3. Safe & Respectful Service
- Our staff always wear branded uniforms and introduce themselves upon arrival.
- We respect privacy and work carefully to avoid unnecessary disruption.
- If a resident seems distressed, confused, or struggling, we handle the situation sensitively and, if appropriate, notify the housing association.
4. Flexible & Considerate Approach
- We allow extra time for clients who may need it, such as those with mobility issues or anxiety.
- We accept various payment methods, including bank transfers, for those who struggle with online payments.
- If we notice potential safety concerns (e.g., blocked gutters causing damp issues), we will report them to the relevant party.
- If needed, we can provide a single point of contact for housing associations or individuals requiring ongoing services.
5. Data Protection & Privacy
We take privacy seriously and follow all data protection laws. Any details about a customer’s vulnerability will only be recorded or shared with their consent.
For Housing Associations & Care Providers:
To ensure the best service for vulnerable residents, we request that housing associations complete our Vulnerable Person Questionnaire before our visit. This helps us tailor our approach to meet the resident’s needs while maintaining professionalism and discretion.
Click here to complete the Vulnerable Person Questionnaire.
If you have any questions about our vulnerable person policy, please contact us at 01384 660069
