Industry

Standards

As members of the APHC we must comply with industry standards including Building Regulations, Water Regulations and appropriate British Standards.

It is compulsory that APHC members operate a customer complaints procedure designed to achieve an amicable resolution to customer complaints and they must adhere to the APHC Customer Charter, which sets out the minimum trading standard requirements when dealing with customers.

Core Requirements

• The business must comply with the requirements laid down in the ‘APHC Membership Schemes Rules’
• The business will carry out its trading activities to the minimum standards laid down in the ‘APHC Customer Charter’
• The business will investigate any customer complaints to the minimum standards laid down in the ‘APHC Minimum Requirements for a Customer Complaints Procedure’.
• The business will provide full contact details on all relevant communications with customers including written correspondence, quotations, invoices and electronic communication.
• The business will ensure that appropriate levels of insurance are in place commensurate with the business activities – minimum £2M of public liability must be maintained at all times and minimum £5M of employer’s liability must be maintained at all times (if staff are employed).
• The business will ensure that only competent operatives are employed to undertake plumbing & heating work.