Customer Care

As the company has grown, we’ve kept the core ethos that ‘you’re only as good as your last job”. This drives us to go above and beyond to exceed expectations and leave every customer delighted with our service.

We plan around customers needs to minimise disruption when working in their home and all of our operatives receive regular ongoing training in customer care.

Our clients trust us to work with some of their most vulnerable customers, including disabled adaptations contracts across the North West. We’re consistently achieving 100% satisfaction on many of our contracts and our passion for customer care shines through in the volume of compliments we receive.

“Since UPS took over the contract earlier this year, the number of complaints received has reduce drastically and the number of compliments/thanks have increased significantly. Your workmanship, customer service and team work with our technical and assessment teams is second to none and it is an absolute pleasure working with such a professional and conscientious company. You are making a real difference to the residents of Manchester’s lives. Keep up the good work everyone, it is very much appreciated.”

Carol Yarwood, Manchester’s Service for Independent Living

“One of their strengths is the ability to undertake work in vulnerable and awkward tenants’ properties. They have excellent customer care and always go that little bit extra.”

“I have today been out to inspect the above and sign the job off, I believe in credit where its due and I have say what a magnificent job the lads have done on this particular project to install level access showering facilities, furthermore Mr Matthews advised how happy he is with the standard of works, and how the installation of the wet room has helped improve his medical condition and ability to use the facilities more independently, he also stated that the operatives were extremely courteous, polite and hard-working and he personally requested that I pass on his gratitude to your company.”

Alan Wood, Technical Officer, Manchester’s Service for Independent Living

“I have been in a number of meetings recently at which feedback has been given on the performance of UPS on our A&A programme thus far. I just wanted to let you know that across both regions, your teams have received great praise and it appears that our delivery teams are delighted with the solution they’ve received post Procurement piece.”

“I wanted to thank you and the team for your efforts in the early stages of this new contract.”

Michael McGowan, Project Manager, Riverside Housing Group

“I called out with the assessment team manager yesterday, as the client had moved back into the property last week. I must say we were highly impressed by the great layout, quality and finish of the adaptation work that has been carried out to this property.”

“The client couldn’t praised the contractors Upholland Property Services enough, this will make a huge difference to her, and her families day to day living and general wellbeing. I would also like to thank everyone for their involvement especially Tom and his team on this one, as with a lot of the more complexed adaptations it’s had it’s challenges to overcome (especially a scheme re-design part way into the build), but it’s been worth it in the end.”

John Roberts, Senior Technical Officer, Manchester’s Service for Independent Living

“I am writing to say the adaptations done to the above property have made a very positive impact on my life. To be independent again has greatly improved my quality of life and that of my family.
The contractors were amazing, we were consulted every step of the way and kept informed of the progress of work. The contractor was professional and friendly the standard of work was excellent and each contractor was knowledgeable and carried out their trade in a very compassionate manner, keeping disruption to a minimum. At the end of each day they cleaned up so we could carry on living as normal. I would like to say thank you to each and everyone involved. My quality of life has been greatly improved, without these adaptations I would not have been able to stay in my own home.”

Mr & Mrs O’Rourke, Failsworth

“I would like to thank your team very much on how much they have changed my grandfathers life, making it so much easier for him to get in and out of the shower.
The builders who undertook the job were the most lovely, polite, well manner and professional people and to that I want to say thank you.
They arrived when they stated, kept the mess to a minimum and always cleared up after themselves, could not have asked for a better team, so from my family again thank you.”

Mrs Bishop, Riverside Housing Group customer

“The lads from UPS are a credit to Riverside, they were polite, clean, quick, respectful and totally professional. I’m glad Riverside have found a decent contractor at last, I really would recommend them for any other works, great to have had them around.”

Mr Aspinall, Riverside Housing customer

“We have been overwhelmed by all the work that has been done to make our lives so much easier. Every single person from the staff of Manchester City Council to the people installing the wet room have gone out of their way to be courteous and kind. The job itself has been done to the highest specification with the least possible disturbance to our daily living.”

Mr & Mrs Norris, Manchester

“I admit to being very concerned before work had begun regarding disruption of my home, but once started I realised I should not have worried. The team were very efficient and professional, and no time wasted in getting me back to normal. Thank you for the attention that was shown to me, the re-fit has benefited me and made my life so much easier. Keep up the good work.”

Dorothy Bird, Withington

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