Complaints Procedure for Cleaning Gutters

This Complaints Procedure explains how concerns about cleaning gutters, gutter cleaning visits and related roofline services are handled by our gardening company across its service area. It applies to any issue arising from gutter maintenance, clearing gutters, or other work to ensure safe and effective rainwater flow. The purpose is to provide a clear, fair and timely route for raising complaints and to outline what customers can expect when they report a problem.

Our approach to handling complaints about clean gutters and associated services is built on transparency and improvement. Anyone who has received a service — including scheduled gutter maintenance, emergency gutter clearing or seasonal roofline cleaning — may submit a complaint. We accept complaints about workmanship, scheduling, health and safety practices, or behavior by personnel, while respecting privacy and avoiding unnecessary disclosure of personal information related to the service area.

All complaints will be acknowledged promptly. On receipt we will: confirm the complaint in writing or by the contact method used; record details in our complaints register; and assign a case reference. Timescales for acknowledgement are typically within three working days of receipt. Where immediate action is required — for example if gutters remain blocked after a service and pose risk of water ingress — we will prioritise a safety response.

How to raise a complaint about gutter cleaning

If a customer wishes to raise an issue, they should provide clear details including the date of the service, the nature of the problem and any evidence such as photographs of gutters or roofline areas. Acceptable information includes descriptions of the fault, location on the property (e.g. front or rear gutters), and how the problem affects the property. Our team will not ask for unnecessary local identifiers beyond what is required to investigate within the service area.

Investigation process: After acknowledgement we will investigate the complaint. Typical steps include a review of the original job record, consultation with the operative who carried out the work, and, where necessary, a follow-up inspection. Inspections for gutter maintenance concerns may involve ladder assessment, internal drains review and clearing of debris to confirm the fault. We strive to complete investigations within ten working days; if more time is required we will explain why and provide an estimated completion date.

Possible outcomes from the investigation range from a corrective re-visit to carry out further gutter clearing, to a partial refund if work was not completed to an acceptable standard, or a formal apology if service fell below expectations. We document findings and proposed remedies in a written response. If remedial work is required we will schedule it promptly, giving priority to issues that affect water safety or structural risks.

Resolution and escalation

Our aim is to resolve most concerns directly. Resolution options include:

• Free re-attendance for additional gutter cleaning or roofline clearance where the original job was incomplete.
• Credit or partial refund where services were not delivered as agreed.
• Agreement on a remedial work plan for larger gutter maintenance tasks.

If a complaint is not resolved to the customer’s satisfaction after the initial resolution, the case may be escalated internally for a review by a senior manager. The internal review will re-examine the investigation, consider any further evidence and issue a final decision within a reasonable timeframe. While we cannot provide contact details on this page, the escalation remains an internal process designed to ensure fairness and to protect clients and staff across the service area.

We keep records of all complaints and their outcomes to support continuous improvement. Records include the initial complaint, investigation notes, any photographs or evidence provided, remedial actions taken and closure statements. These records are retained in line with company policy and used to identify trends that may indicate a need to improve training, equipment or procedures related to gutter cleaning and maintenance.

Confidentiality and conduct are core to our complaints handling. We treat all information sensitively and only share it internally with staff involved in resolving the issue. We do not publish personal details in publicly accessible records. Where a complaint involves potential negligence or health and safety breaches, we will take appropriate internal measures and, if required, follow regulatory reporting obligations relevant to work on gutters and roofline systems.

Our company is committed to continuous service improvement. Lessons learned from complaints about gutter maintenance and gutter cleaning jobs feed into training programmes, equipment checks and quality assurance. Customers can expect a focus on preventing recurrence, whether that means reviewing scheduling practices, enhancing debris management techniques, or improving communication about the scope of gutter clearing services.

Thank you for taking the time to read this complaints procedure. If you believe a recent gutter service fell short of professional standards, please raise the matter through the appropriate channels used to book or report work. We value the opportunity to address concerns, restore confidence in our gutter maintenance services and ensure reliable performance across our gardening service area.