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Customer Charter

Policy Statement

We are dedicated to helping you achieve energy efficiency and sustainability in your home. As an SEAI-registered one-stop shop, we aim to provide you with an exceptional experience through our comprehensive range of services. This charter outlines our commitments to you, ensuring a transparent, efficient, and customer-focused journey.

 

Our Commitments to You

Quality Service

  • We guarantee high-quality services that cater to your specific energy efficiency needs.
  • All staff and contractors are trained, qualified, and adhere to the highest standards of professionalism and expertise.

Transparency

  • We provide clear and detailed information about our services, including costs, timelines, and project scope.
  • All terms and conditions, including warranties and guarantees, are communicated clearly and upfront.

Customer Support

  • Our dedicated team is available to assist you with any inquiries, issues, or support needed throughout the process.
  • We offer multiple channels for support, including phone, email, and in-person consultations, ensuring you have access to help whenever you need it.

Efficiency

  • We strive to complete assessments, installations, and follow-ups promptly and efficiently. 
  • A clear timeline for all projects is provided, and you will be informed of any changes in a timely manner.

Sustainability

  • Our commitment to sustainability means promoting and implementing energyefficient solutions that reduce your carbon footprint and contribute to a healthier environment.
  • We offer solutions designed to maximize your energy savings and improve the overall energy performance of your home.

Compliance

  • We adhere strictly to all SEAI guidelines and regulatory standards, ensuring the highest level of service and compliance.
  • All installations and upgrades comply with relevant building and safety codes.

 

Our Promises to You

Timely and Professional Service

  • We commit to delivering our services to all customers in a timely, effective, and professional manner.

Fair and Transparent Business Practices

  • We conduct our business in a fair, open, and transparent manner, ensuring that you are fully informed at every stage.

Respect for Privacy

  • We respect your privacy and confidentiality, adhering to GDPR guidelines to protect your personal information.

Commitment to Excellence

  • We strive for excellence in developing and delivering our programs and services through continuous consultation and improvement.

Expert and Independent Advice

  • We offer expert, authoritative, and independent advice and information tailored to best suit your needs.

 

Your Role

Participation

  • Provide accurate information about home specifications to ensure a tailored and effective solution.
  • Be available for scheduled assessments, installations, and follow-up visits.

 

Feedback

  • Your feedback is valuable to us. Share your experiences to help us continuously improve our services.
  • Report any issues or concerns promptly so we can address them effectively and efficiently.

Formal Complaint Procedure

At Home Energy Retrofits, we are committed to providing a high standard of service. If you are unhappy with any aspect of our work or service, we encourage you to contact us so that we can address your concerns promptly and fairly.

 

How to Make a Complaint

You can make a complaint by phone, email, or in writing. Once we receive your complaint, it will be logged and reviewed by the appropriate manager or site representative.

We will:

  • Acknowledge your complaint within 3 working days
  • Investigate the issue fully
  • Provide a clear and written response within 14 working days
 

If we are unable to provide a full response within this timeframe, we will contact you to explain the reason for the delay and advise when you can expect a full reply.

Contact details:
Phone: 0504 24299
Email: customercomplaints@homeenergyretrofits.ie

 

Complaints Escalation

If you are not satisfied with our initial response or the outcome of your complaint, you may request that the matter be reviewed further through our escalation process.

When a complaint is escalated:

If the Issue is not resolved, please communicate to the directors in writing or by email appeals@homeenergyretrofits.ie and it will be discussed at monthly board meeting and contact will be made again with the client. This will be resolved no later than 21 days after the board meeting.

Escalation Contact details:
Phone: 0504 24299
Email: appeals@homeenergyretrofits.ie

 

Writing to Us

You may also submit your complaint or appeal by post to:

Home Energy Retrofits
Rossestown
Thurles
Co. Tipperary
E41 W2K7

 

Our Commitment to You

All complaints are taken seriously and handled in a fair, transparent, and timely manner.
Following our review, we will take appropriate steps to resolve the issue and to improve our services where required.

Signed

Thomas Campion
26/01/2026