The Priory, Thremhall Park, Start Hill, Bishop’s Stortford, Herts, CM22 7WE

Customer Service

At The Eco Home Group, we care about you - your needs are at the heart of everything we do. We will always be honest with you, deal with you in a reasonable way and treat you with respect.

This is our customer charter. It sets out the minimum standards that you can expect from us.


We will always carefully consider all enquiries from our customers with total confidentiality and do our best to deal with them in a reasonable way and within a reasonable time-scale.


Our staff will always identify themselves first. We will carefully consider customer’s requests and give priority to the most urgent. Our staff will offer advice clearly and simply. If we have agreed dates of visits, we will do all we can to make sure we meet them. If you write to us, we will acknowledge your correspondence. If we need to take action to sort out an issue, we will do our best to take this action within 14 days of receiving information about the issue. We will do our best to return all phone calls within 24 hours, where possible. We will do our best to deal with all complaints we receive from our customers as quickly as possible and in line with our procedure for handling complaints.



You can get a copy of this by calling our helpline on by e-mail using INFO@THEECOHOMEGROUP.COM

We will consider all compensation requests fairly and sympathetically.
We will monitor our complaints and quality management systems and review them regularly. If we have fallen below the standards set out in this charter, we will apologise.



 At The Eco Home Group we’re committed to you


We all know that many companies try to hide behind confusing “small print” in their terms and conditions.



That’s why, here at The Eco Home Group, every aspect of our Contract and Customer Charter has been rigorously reviewed, and is printed in Plain English with no hidden clauses.



The Eco Home Group – We Speak Your Language.



Code of Conduct
Our Code of Conduct sets out the high standards we expect from all our members of staff from fitters to our home improvement assessors. These standards ensure that our staff will always:



Be helpful, considerate and polite at all times. Be presentable, approachable and always carry identification. Respect your wishes and not outstay their welcome. Leave your home or end a phone call immediately if you ask them to. Fit your products with the utmost care. Work in a considerate way and adhere to health and safety regulations at all times. Within reason, leave your home and property as clean and tidy as when they arrived.