Customer Care

​​​​Transparency and Trust

We are committed to presenting clear, accurate, and honest information in all our communications, whether marketing materials, project proposals, or technical advice. Heritage projects involve constraints, risks, and uncertainties, and we believe trust is built by being open about these from the outset. Our clients are entitled to understand the scope, limitations, and implications of the work they are commissioning.
 

Clear and Consistent Communication

Heritage projects require clarity of responsibility. Each client will know who their primary point of contact is and how decisions, approvals, and changes are managed. We provide clear explanations of options, methodologies, materials, and regulatory considerations so that clients can make informed decisions that align with both conservation best practice and their own objectives.
 

Fair and Proper Compliance Processes

Working with historic buildings inevitably involves planning controls, listed building consent, and specialist regulation. We aim to make these processes as straightforward as possible by explaining requirements clearly and managing them diligently. Where legal agreements or professional appointments are required, these will be set out transparently and in accordance with relevant legislation and professional standards.
 

Information, Support, and Aftercare

We provide clients with appropriate guidance on the care, maintenance, and ongoing stewardship of heritage buildings following completion of works. Where warranties, guarantees, or specialist maintenance advice apply, these will be clearly explained. Should any concerns arise, we operate a clear and proportionate complaints procedure, ensuring issues are addressed promptly, fairly, and professionally.
 

Feedback and Continuous Improvement

We welcome feedback at all stages of a project. Heritage work is a discipline built on learning and refinement, and client experience is a vital part of that process. By listening carefully and reflecting on feedback, we continually improve the way we consult, comply, and construct.
 

Conclusion

This Customer Service Policy reflects our belief that heritage buildings deserve thoughtful care and that clients deserve clarity, respect, and reliability. At Longnor Heritage, we aim to build lasting relationships founded on trust, expertise, and shared responsibility for the historic environment.

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The Policy

At Longnor Heritage, we will:
 

• Endeavour to ensure that all marketing, promotional, and project information is clear, accurate, and truthful.

• Provide clear information about our organisational structure, professional roles, and the appropriate points of contact throughout your project.

• Supply detailed information about the proposed works, including scope, methodologies, materials, options, and any relevant constraints associated with heritage or listed buildings.

• Ensure that any formal appointments or contractual documents are clear, fair, and compliant with all relevant legislation and professional standards, and that your rights and obligations are properly explained.

• Provide guidance on the heritage consent process, project delivery, and the care and maintenance of historic buildings following completion, including any applicable warranties, guarantees, or specialist advice.

• Invite open discussion at all stages of the project and respond clearly to questions or concerns, recognising that heritage projects often evolve as understanding of the building develops.

• Provide appropriate aftercare following completion of works, including a clear and proportionate complaints process should you feel the service provided has not met the standards expected.
   

Signed

David Hill
Chairman 2026