Code of Practice for the Park Homes Quality Award Scheme.

This scheme is your assurance that all Quality Award Parks meet the rigorous standards

set by the National Park Homes Council. Quality Award Parks must comply

with the scheme’s strict standards based on the Code of Practice, which are detailed below:

Initial Customer Contact

• All Quality Award Parks will comply with the Mobile Homes Act 1983 and with The Park Homes Charter.

• The impression on entry will portray a well-maintained, clean and attractive park.

• The reception area where provided, will be well signposted, in a good state of repair and decoration and in character with the rest of the park.

• Customer enquiries will be dealt with quickly and efficiently by staff displaying satisfactory customer care skills.

• Prospective customers will receive copies of the Housing Booklet and The Park Homes Charter.

• Copies of the Site Licence, Fire Inspection and NICEIC Certificate will be on display. A copy of the Written Statement and Park Rules will be available on request.

• New properties will be registered with the ten-year Gold Shield Warranty; details will be available on request.

Delivering Customer Requirements

• The Park layout and amenities will be customer friendly, clean, tidy and well maintained creating a pleasant environment in which to live.

• The park will have a responsible attitude to environmental and ecological issues at all times.

• All personnel will be suitably experienced to deliver the appropriate level of service to which they have been assigned.

• All work on the park should be carried out using skill, care and professional judgement.

• Appropriate registered and trained personnel (whether in house or subcontracted) will connect, inspect and maintain all services to the homes.

• Fire points will be prominently displayed, correctly maintained and under an inspection programme.

• External paths, steps and patios will be well constructed and maintained.

• Park homes will be well maintained and clean externally. Any skirting around the base of the park home will be well constructed and maintained.

Dealing With Customer Satisfaction

• Park owners will use every endeavour to assist in the settlement of complaints arising on their parks. They will also be able to give advice on the conciliation and arbitration procedures, which do not affect your statutory rights.

• All Quality Award Parks are members of the Housing Ombudsman Service and will have details available on request.

• A clear and simple written customer complaint procedure should be in place in keeping with the model compiled by The National Park Homes Council.

• Serious complaints should be thoroughly investigated and dealt with properly.

• A positive approach to customer complaints should be demonstrated, with appropriate levels of monitoring to minimise the possibility of recurrence.

Reviewing Performance

• Staff training will be given where appropriate.

• Park Home management should act in the spirit of this Code of Practice in all their business activities.

• Management should co-operate with the independent assessment company and give prompt attention to issues raised.

You will see that this scheme is rigorous, uncompromising and designed to offer you,

the customer, an assurance of first class service. Any Park Owner participating in this scheme and

agreeing to abide by such an exacting Code of Practice is already expressing their

commitment to your satisfaction.