Vision

"DHA is committed to provide the highest standards of Architectural services in a manner that is professional but personable. It is core to our principles to be creative, intuitive and understanding of our clients’ needs".

This Client Charter sets minimum standards for DHA Architecture regarding the critical matters of customer service and establishing/retaining client relationships. This charter is to be read and referred to on an on-going basis by all employees so they work strictly to its principles and aspirations to assure the best customer service possible.

Expectations

This Charter explains different areas that our client can expect our service. Customer service goes beyond listening and helping customers and applies to other matters such as information and privacy.

Scope and Definitions

The Client Charter applies to all enquiries, requests or complaints to DHA from its clients. Clients are defined as any persons or organisations that have any form of dealings with the company.

Client interactions with DHA may take a number of forms and include, but are not limited to:

  • A client’s enquiry, which is an appeal for information – an answer to be provided to a specific question or a decision to be made in relation to a specific matter.

  • A client’s request for advice - normally an appeal for our professional judgement, often a subjective matter on which DHA is requested to provide a view to inform a client’s decision.

  • A client’s complaint - which is dissatisfaction with a service offered or provided.

Service Standards

General Principles

DHA will:

  • observe the highest standards of integrity in all our transactions.

  • at all times protect the interests of our clients.

  • avoid the use of false, confusing, inaccurate or misleading terms, descriptions and claims.

  • make every effort to provide a full, comprehensive and competitive quotation for all projects and items of work.

  • make every effort to reach an amicable and speedy solution in the event of a dispute with a client.

  • maintain adequate insurance protection to suit our clients’ needs.

  • strive to maintain and enhance the reputation, standing and good name of our clients at all times.

Design Services

DHA will:

·         at appraisal stage, make themselves as aware as possible and as allowed, of the constraints, opportunities, and client aspirations to ensure the scheme provided is constructible, viable and competitive.    

·         work closely with the client to locate the best primary source for house and apartment designs to minimise design time and costs to the client.

·         work as an internal team to ensure the best possible quality and accuracy of work, regardless of the scale or type of project.

·         when making any revisions to completed work, as a team execute any changes to the same high quality of design, appearance and accuracy as the initial work.

·         when producing a pre-application document, a brochure of planning application drawings and/or a Design and Access Statement, make every effort to ensure that the information contained therein is accurate, well researched and a true representation of the design concepts and aspirations. 

Printing and Electronic Issuing

DHA will:

·         be sure that we are aware of the method of issuing our work required by the client.

·        seek to reduce the amount of printing required and promote electronic issuing and drawing review where possible

·         ensure that the quality of the printing is of the required standard prior to issue.

·         ensure that when issuing work electronically that the format is readable/usable by the clients for the purposes intended.

·         when CDs/memory sticks are to be issued, make sure that these are readable and are not corrupt prior to posting/delivery to the client or Local Authority.

·         ensure the costs of all printing is checked prior to instruction and if a direct re-charge, request confirmation that the client is agreeable to the quoted costs.    

·         undertake that no part or whole of a site specific design solution should be reproduced for any other site, except where the issue of copyright is unequivocally held entirely by DHA or its subsidiaries.

Customer Service

DHA will:

·         issue our work to the client as soon as practicable, and at least in accordance with any agreed programme.

·         where delays in the production or completion of works is anticipated, inform the client at the earliest opportunity with a revised timescale agreed as necessary.

·         ensure that we make an initial response to any complaint within 24 hours of first contact.

·         seek to resolve all complaints within 5 working days.

·         treat each client representative professionally, as an individual and politely.

·         actively seek feedback from clients and their representatives, in a confidential manner to allow our clients can highlight our weaknesses as well as our strengths, in order that we can strive to improve.

As an Employer

DHA will:

·         employ the best professionals who embody our values, recognise our commitments and aspire to our vision.

·         ensure that our staff receive the best training, relevant to their functions.

·         allow and promote all of our employees to continue their own professional development.

·         recruit bright, enthusiastic trainees who embody our values, understand our commitments and aspire to our vision.

·         actively seek thoughts and suggestions from staff in order that we can highlight weaknesses as well as strengths.

·         have a rigorous and transparent complaints process in order that grievances can be aired and heard in a consistent manner.

As a Socially Responsible Company

DHA will:

·         commit to promoting sustainability through good sustainability practice in the endeavour to reduce environmental impacts of all activities, services and to help where possible, our clients/partners environmental impact.

·         integrate sustainability considerations into all present and future decisions.

·         ensure that all staff are fully aware of our sustainability policies and that commitment to implementing/improving them are indispensable.

·         continually raise awareness of sustainability policies, ensuring we strive for sustainable improvement and embrace a willingness to advocate satisfactory sustainable management practices

·        support a nominated charity annually through, for example, offsetting postal costs for electronic issues, fundraising and donations.