Tropicana’s Service Level Agreement

Aim:

To provide high quality interior planting and related services in respect of the management and maintenance of all indoor landscapes areas to the satisfaction, safety and enjoyment of customers and customer visitors.

Tropicana’s guaranteed pledge of customer service satisfaction

We are committed to ensuring that all our customers receive the best possible service from Tropicana.

• Individual contemporary and traditional designs.
• Package options for convenience and reduced cost
• No obligation quotation, usually within 2 working days
• Free trial samples
• No contract options available
• No minimum order
• No extra cost
• Fixed prices and rolling contracts
• Plants, toppings and soil replaced free of charge
• Displays changed as and when required
• Regular service visits
• Quality audited
• Integrated self watering systems.

Quality Comes First

From our base in Leeds, we deliver and maintain plant displays all over the UK. Our live plants are imported from nurseries around the world. They are then acclimatised for interior display in our specifically designed warehouses prior to installation. Strict quality control procedures ensure that each and every plant is carefully monitored and only perfect specimens are supplied to our clients.

Fast & Reliable

Our delivery service is a fast and reliable operation and arranged for your own convenience. Our delivery team and service technicians carry floor plans and notes of key contacts so installation runs smoothly and to your exact specification. Any customer queries are guaranteed to be handled within 2 working days.

Maintaining Perfection

Regular plant maintenance is essential to retain beautiful plant displays. Tropicana offers specialist maintenance service for customers requiring so either by way of contract or single call outs.

We believe in the personal touch and all of our experienced service technicians are able to answer any questions you may have. Regular service appointments are made and the plant displays are cleaned, shaped, specially fed and the compost and environments are continuously monitored. For plants that outgrow the display or fail to thrive we offer free replacements. Tropicana offers a lifetime guarantee on all rented products.

In some locations, live plants will simply not thrive. In which case we can offer life-like artificial plants that are naturally stemmed and virtually indistinguishable from the real thing.

Service Contracts

Our service contracts are as individually designed as our displays. We will listen to your requirements and put together a contract plant which will meet your exact needs. Service arrangements are just as important as the displays themselves.

Our Service Promise

We will:

• Provide our planting and maintenance services to customers all year round
• Provide a full rental or purchase services to customers.
• Ensure good practices in the upkeep and renewal of plants and planting techniques
• Provide advice on planting and interior landscaping
• Employ specialist contractors/sub-contractors if required
• Offer all customers a design consultation
• Monitor maintenance works
• Consult with occupants in respective buildings when considering plant changes
• Provide plant maintenance and an emergence next working day response service
• Support special events (subject to existing budget allocation)

Response Times and Priorities

We aim to achieve the following response/completion times and to complete subsequent work following an initial response as quickly as possible. Examples of work type, although not exhaustive are:

• Priority 1 – Emergency response during working hours within 1 working day. Examples: Problems with dangerous plants with broken and hanging branches or leaking containers

• Priority 2 – Response during work hours within 2 working days. Example: Clearing overgrowth from access points to buildings

• Priority 3 – Respond and fix within 4 working days. Examples: Repair/replenish containers.

• Priority 4 – Four weekly or sometimes bi-weekly maintenance, fixed by agreement with customer. Example: Any landscape/planting work where agreed date is made with customer

Customer Obligations

We would like customers to;

• Report problems quickly for action by calling 0800 915 5555
• Give detailed information where possible
• Nominate a single point of contact
• Co-operate with service technicians where disruption is inevitable
• Indicate if there is a cost limit for any additional service that is required

Key Performance Indicators

• 100% of priority one requests completed on time
• 98% of priority two requests completed on time
• 94% of priority three requests completed on time
• 100% of priority four requests completed on time
• Feedback from customer satisfaction questionnaires
• Regular checks and audit of planting and containers

Health & Safety

1. Tropicana Interior Landscaping Limited is committed to providing and maintaining safe and healthy working conditions for all our employees. We will provide appropriate tools and equipments and ensure that our operational processes promote safe systems of work covering all our activities.
2. The management accepts the responsibility for applying the above and, on an ongoing basis, will provide information, instruction and training to achieve this purpose.
3. Tropicana Interior Landscaping Limited recognises that customers, visitors, neighbours, contractors and other people may be affected by our activities and our management accepts the responsibility for providing appropriate levels of safety for them.
4. The company will provide suitable facilities and/or make necessary arrangements to ensure the welfare of all our employees whilst at work.
5. Where risks to safety or health need to be assessed under a specific duty or regulation, Tropicana Interior Landscaping Limited will ensure than an “assessment” is carried out and that all actions shown to be necessary will be implemented.
6. Should any of our activities endanger the health of any employee, such activities will be monitored and, where necessary, we will make arrangements for health surveillance.
7. Tropicana Interior Landscaping Limited will provide suitable information regarding the safety of and safe use of our services and/or products.
8. Tropicana Interior Landscaping Limited will at all times consider the environmental impacts of running our business. We will manage our activities to minimise, wherever practicable, their effect on the environment.
9. The company plans to minimise the risks created by work activities, products and services. We will organise ourselves in a way that secures involvement and participation at all levels and measure performance against our pre-determined standards.
10. Tropicana Interior Landscaping Limited is committed to providing and promoting a positive health and safety culture throughout all areas of activities.
11. The company is committed to an annual review of all general policies and procedures, including our general Health and Safety and Environmental policies.

Customer Complaints Procedure

We recognise that complaints are a valuable form of feedback on our service delivery. We use this feedback to identify the root causes of complaints and to ensure that improvements are made to our processes for the benefit of both our customers and ourselves.

These are the promises we make to all our customers who raise issues with us:

• We will listen to you and make every effort to understand the reasons for your complaint. We care about why you are dissatisfied.
• We will endeavour to resolve your problem at your first point of contact.
• We will take ownership of your complaint to ensure resolution.
• We will offer fair solutions quickly.

We also welcome positive feedback from our customers about our services and staff.

Informal Procedures

Contact Tropicana Interior Landscaping either by phone or email and we will do our best to resolve your complaint straight away. If your complaint cannot be dealt with immediately, or if the matter you are concerned about is very serious, you should use our Formal Complaints procedure

Formal Procedures

Formal complaints and feedback can be made in writing, by fax, or by email to the Operations Manager. We will ensure your complaint is entered on our system and will acknowledge this within 1 working day. Our target will be to provide you with a considered response within 2 working days of receiving your complaint. If for some reason we cannot resolve the matter within 2 working days, we will keep you informed of the delay, the reasons for it, and will give you a date by which we will be able to give you a full reply.

If you are unhappy with the response we make to your formal complaint, please write within one month to:

Fax to: 0113 24 555 44

Email to: sales@tropicana-plantscapes.co.uk

The Managing Director will review your complaint and our initial response. A reply will then be sent to you within 10 working days.