Malcolm Pitcher with Allan Tofield

Working closely with Malcolm Pitcher of MSP Business Services, Richmond has received accreditation from Safecontractor, Constructionline and CHAS for its commitment to achieving excellence in health and safety.

Malcolm said: “Making any of these applications can be a daunting task to the uninitiated!

“We have been working with Richmond on Health & Safety for the past two years and to achieve these accreditations really is the icing on the cake. Together we worked through the whole process from start to finish, first establishing exactly what was required and then submitting the application with the criteria to be assessed.

He added, “These are all esteemed organisations; Safecontractor is a leading third party accreditation scheme which recognises very high standards in health and safety management amongst UK contractors.

“Constructionline provides an up-to-date register of pre-qualified suppliers for construction contracts and is accessed by 8,000 buyers from over 2,000 organisations. They pre-qualify all of their suppliers to government standards and maintain relationships with a range of industry, e-purchasing and government partners to ensure that they remain relevant to procurement professionals within the construction industry.

“CHAS (Contractors Health and Safety Assessment Scheme) is established as the market leader for health and safety pre-qualification in the UK. It is available to suppliers and organisations looking for suitably competent suppliers, so all three organisations have very stringent criteria to be met.

The fact that Richmond sailed through so easily on their first application demonstrates Richmond’s already established commitment to their clients.” He said.

Allan Tofield of Richmond Home Improvement Co. said: “Our applications for these endorsements were driven by the need for a uniform standard across the business. They will enhance the company’s ability to attract new contracts and its commitment to safety will be viewed positively by clients, our staff and our insurers.

He added, “We are already members of recognised organisations such as FENSA and government backed Trust Mark. We are indebted to MSP Business Services for their expert help and advice that enabled us to achieve these latest awards.”

Richmond has been run by Allan Tofield since January 1999 and is now a well established and respected company, taking the safety of both staff and clients very seriously with comprehensive Health & Safety and Environmental policies in place. They are also licensed by the Environment Agency therefore ensuring all waste is disposed of responsibly.

MSP Business can be contacted on 08456808304 or by visiting www.MSPBusinessServices.co.uk.

For more information on how Richmond can help you improve your office or home, contact their friendly team on 0800 614102 or visit their website at www.doubleglazingdorset.com.

Allan Tofield of Richmond Home Improvement Co

Local companies will go the extra mile to get job done

Home owners could not only save time and money by using local businesses, but also cut out a lot of heartache if something goes wrong.

So says Allan Tofield of Richmond Home Improvement Co, which has been supplying and fitting doors and windows throughout Poole and Bournemouth and the wider Dorset area since 1999.

“There’s nothing like supporting the Dorset economy and using a local business to get the job done,” says Allan. “We live and work in the area so it’s in our own best interests to do the job well and deliver on our promises.”

But what happens when the customer needs help?

Allan says very often the quality of a company is only revealed when the customer has an issue.

“In my experience clients rarely ask any, let alone enough, questions about the company, its history and credentials, as well as product guarantees and on-going service. The number one question is always: ‘How much?’ Then comes: ‘How soon?’

“Use local businesses, we offer a far better personal service and can react to a customer’s issue promptly. In that way matters are resolved to everyone’s satisfaction with the minimum of fuss.”

In fact, Allan welcomes questions from customers and if any situation arises it gives him the opportunity to improve the way Richmond does business.

“Sometimes we only learn about specific problems with a particular products when our customers provide feedback,” he says. “That alerts us to the issue and we can sort it out for that customer and take it up with our supply partners.

“Local companies are often built on good, old-fashioned customer service. That’s how you build a reputation and no matter what industry you’re in you have to deal with issues immediately in order to protect your reputation and maintain your customers’ satisfaction.”

Six of the best: Tips on handling queries

- Don’t be defensive. Taking a customer’s issue personally makes it more difficult to resolve the matter and move on. Focus on the information and the resolution will be less disruptive and cumbersome.
- Understand the facts. Don’t jump to conclusions, learn the facts, look at the issue from all sides and ask the customer to explain their view.
- Listen properly. Customers want to feel you have listened and understood their problem so ask them clarifying questions to show you have. Apologise for mistakes and listen to what they want to happen next.
- Try to solve the problem or offer alternatives. It’s obvious really, but the quickest way to take care of an issue is to solve the issue. If a solution is not possible, it is important to offer an alternative solution.
- Thank people for constructive comments because they can help us identify problems and improve procedures; while listening to and thanking others for sharing comments will strengthen relationships.
- Involve the right people. You may not be the best person to resolve the issue and will want to bring in others to do so, but don’t think for a moment you can wash your hands of it! If you’ve taken the query it’s down to you to make sure the person gets a response.

A well established reputable local company will not only carry out work on your home to a high standard, but also dispose of waste materials responsibly

Waste disposal is a serious business

Concerns about recent increases to landfill tax rates have prompted a local businessman to warn householders about the dangers of having work carried out by firms that don’t have proper waste management licences.

The tax on inert waste such as concrete, sand and building materials that do not biodegrade has been massively increased affecting all construction businesses and could, it is feared, lead to a rise in illegal fly tipping by cowboy builders.

“Money’s tight and we all like to save a few quid,” says Allan Tofield of Richmond Home Improvement Co. “But going for the cheaper option is always a false economy.”
Increased activity by disreputable firms offering their services to homeowners in the Bournemouth and Poole area could cost council tax payers as local authorities have to clear illegally dumped waste material.

“I suggest householders thoroughly check out any company they are considering to carry out work on their homes,” he says.

“Stick with a reputable, established local company that can show you examples of existing work and put you in touch with previous customers. You need to see their membership of trade compliance bodies and be sure they are fully insured as well as asking questions about their waste disposal policy.

“Otherwise you may find your old windows or building rubble that you thought had been disposed of responsibly has turned up in a field somewhere and the council have traced it back to you. If that was the case what would that say about the quality of workmanship that you’ve had carried out on your home?”

Domestic break-ins have increased during the recession and while levels are still a long way behind the peak figures of the mid-1990s, the British Crime Survey reveals burglaries in England and Wales were up by 14 per cent in 2010-11.

Protect your home from burglars

“This summer is going to be a memorable one with the Jubilee, European football and the Olympics, but we need to protect our homes so it doesn’t become memorable for the wrong reasons,” says Allan Tofield, owner of Dorset-based Richmond Home Improvement Co.

“Although we’re fortunate to live in a part of the country where it is less likely to happen than others, it’s a sad fact of life that when times are hard, our homes come under increased threat from burglars.”

To help homeowners he has come up with a five-point checklist for protecting your home when you’re away.

- Look like you’re at home. “Thieves love homes that appear empty, so don’t leave your curtains closed in the day-time and use timer switches so your lights come on at night. Cut the lawn and trim back any plants and shrubs that burglars could hide in.

- Make it difficult: “Gravel drives and paths create noise, which can alert neighbours, while hedges and fences hamper access to and from a property. Move garden furniture away from windows where it could provide a leg up.”

- Don’t create a shed-load of trouble. “Move valuables such as bikes and power tools from the shed into the house. In fact, anything that might help a burglar break in like a spade that could lever a window open or break glass should be taken indoors. Then lock the shed securely.”

- Your friendly neighbours. “There’s nothing like junk mail piling up to alert a burglar you’ve gone away, so having someone next door who can pop round and tidy up, open and close the curtains and even park their car on your driveway can be a God-send.”

- Lock it up. “We recommend that all our customers should always deadlock all doors and windows. Not only will that help prevent someone getting in, but if a burglar does gain entry, it makes it harder for them to get out so they panic and are more likely to get caught. Finally, set your burglar alarm and notify all your neighbours before you go away.”

For advice on household security this summer and to check your home is safe, contact your local double glazing expert, says the Richmond proprietor.

Allan Tofield of Richmond Home Improvement

A leading Dorset home improvement contractor is warning homeowners to do their homework before commissioning a company to carry out work on their property.

“Lots of firms are offering discounts and special deals, but it’s too easy to get taken in by the cost and forget to appreciate the value,” says Allan Tofield, owner of Dorset-based Richmond Home Improvement Co.

“It doesn’t matter whether you’re looking for garden design, a new kitchen or bathroom, loft conversion, double glazing or conservatories, homeowners should find out as they can much about the company they’re thinking of employing before work starts.”
Allan has produced five top tips for selecting a home improvement contractor.

1. Test the market. “I would generally advise anyone to seek three competitive, like-for-like quotes from reputable companies and look at the overall value in customer service rather than just the cost.”

2. Check out the business. “You need to establish a company’s credibility – find out who owns it, how long it has been trading and its reputation in your local area.”

3. See for yourself. “A reputable local company will be only too happy to take you to see existing installations in customers’ homes. Ask to see written testimonials as well and speak to previous customers about their experiences with that company.”

4. Make sure you’re protected. “In the unlikely event of things going badly wrong you need to know the company has full public liability insurance – ask to see the documents and trade accreditations. You should also ask for compliance documentation such as health and safety and environmental policies. Make sure the contractor will remove all waste material and is licenced to do so.”

5. Get it in writing. “When you’ve chosen your contractor agree all costs and detail the work to be done in writing. For the sake of clarity you could also outline any related work that is not included. Get a proper order setting out delivery and payment schedules and make sure all deposits are invoiced and receipted. Always check the contractor’s terms and conditions before signing and be aware that off-trade agreements signed in your own home carry a legal seven-day cooling off period, unlike on-trade agreements signed on a contractor’s premises.”

A conservatory from Richmond Home Improvement Co can add twice the value of a similarly priced kitchen, says Allan Tofield

Adding a conservatory is the only home improvement to add more value to property prices than a year ago, according to the annual home improvement survey by HSBC.

As house prices stall, converting the loft or fitting a new kitchen adds significantly less than 12 months ago, but a new conservatory could boost a property’s value by 14 per cent more than a year ago.

“A new conservatory can add twice the added value as a similarly priced kitchen,” says Allan Tofield of Dorset-based Richmond Home Improvement Co.

“Obviously money is tight at the moment and we’re all trying to spend it wisely, but while a new bathroom would cost less than a conservatory it adds a lot less to the value of a home.

“House prices are being squeezed so homeowners are more likely to improve their existing house rather than move and if they want to add value to the home it makes sense to look at a conservatory supplied and fitted by a reputable local company.”

The survey also shows added value from DIY improvements such as decorating or recarpeting a home is less than it was a year ago, even though the cost of carrying out such work is likely to have increased.

“Homeowners need to think carefully about the type and extent of home improvements,” says Allan.

“In my experience, home improvements such as a new conservatory which will enhance the quality of lifestyle, provide extra living space while retaining broad appeal will add real value to your home.”

Allan Tofield of Richmond Home Improvement Co says planning is the key to successful home improvement

“Take our advice, speak the local planning department before ordering your conservatory.”

That’s the message from Dorset businessman Allan Tofield who owns Richmond Home Improvement Co, a leading installer of conservatories in the Poole, Bournemouth and surrounding area.

“People forget their local council planning department is an enforcement agency,” says Allan. “The planners have the power to make householders tear down a conservatory that has not had the correct planning approval.”

Allan is concerned householders can be taken in by unscrupulous conservatory sales teams and rogue trader firms who often mislead home owners by advising them they don’t need to apply for planning permission for conservatories or other external home improvements, especially in local conservation areas.

“Householders could easily find themselves locked into an agreement and find they can’t get out of without having to pay a hefty cancellation penalty.”

Not every conservatory needs full planning permission, but many do and Allan warns that simply researching the planning page on a council’s website may not provide home owners with enough information to make an informed decision.

He recommends home owners pay for a Householder Permitted Development Enquiry from their local planning department well before ordering their new conservatory.

“I’ll always offer advice before taking a customer’s order, but it is the home owner’s responsibility to make sure they obtain all the necessary planning approval and comply with any building regulations. A Householder Permitted Development Enquiry will determine whether a full planning application is required for extensions, conservatories and other external home improvements as well as providing complete peace of mind.”

Explaining the phenomenon, AFC Bournemouth Commercial Director Rob Mitchell said: “The main reason why businesses want to be associated with us is because football is so popular. And AFC Bournemouth is a big brand in the game.

“Football offers visual exposure for our sponsors, not only at the game itself, but also on football TV shows, in newspapers, on our website, matchday programmes and our newsletters.

“Depending on the sponsorship package businesses can avail of our corporate hospitality and invite their clients along.”

Steve Cook, whose company Seeker has developed relationships with several sports clubs in the area including sponsoring Cherries newboy, namesake, Steve Cook, added: “Seeker have been involved in sports sponsorship for a number of years including supporting AFC
Bournemouth, Poole Pirates and Wimborne Town.

“The benefits that it’s given our business both in terms of profile and in opportunities to entertain clients have been invaluable. The quality of hospitality that you get at AFC Bournemouth is exceptional and would be the envy of many bigger clubs.”

Another local businessman who is impressed with the commercial value of sponsorship deals with AFC Bournemouth is Allan Tofield of Richmond Home Improvements.

“Richmond Home Improvements advertise in the stadium and recently sponsored one of the club’s matchday programmes, we had a great day out and enjoyed the game,” said Tofield.

“AFC Bournemouth is helping to promote Dorset and it is good for local companies to be associated with them.

“The Football Club is itself a business and by taking up one their sponsorship packages it is a case of Dorset businesses helping to promote one another.”

Allan Tofield of Richmond Home Improvement Co

Tofield, who owns the Bournemouth-based Richmond Home Improvement Co, said: “It would be nice if everyone could afford to install windows and doors which meet the latest Approved Document L Building Regulations standards. But that is not always feasible.

“Windows and doors installed within the last five to 10 years are still well able to keep out drafts, noise and the weather from outside provided they are properly maintained.

“It is not always necessary to replace them provided homeowners carry out a regular maintenance schedule.

“Simple tasks such as lubricating the rubber gasket seals with a

silicone grease or light oil will help maintain the seal on an opening window and reduce heat loss and noise pollution.

“Maintaining or replacing worn out friction stay hinges on double glazed windows can avoid unsightly gaps and the prospect of rainwater seeping in.”

“If people carry out this simple maintenance there will be less of a need for people to replace their older windows and doors, and extend their lifespan.

“Of course it will not introduce the same level of energy efficiency as for those windows and doors installed under the latest regulations, but it will reduce drafts and help cut down on heating bills.”

Tofield also outlined another option for people who had double glazed and doors fitted before the latest regulations were introduced but want to improve their energy efficiency.

He said: “We can carry out upgrades for old windows and doors. By

incorporating the latest double glazing technology we can improve the energy efficiency of the older products.”

Superior locks can deter opportunist burglars and reduce insurance premiums says Allan Tofield of Richmond Home Improvement Co

Tofield claims that the key to beating the burglar is by making it nigh impossible for him to get into the property. And if he should manage to get in, it should be made extremely difficult for him to get back out.

He said: “With people away on holiday for long periods during the summer it has always been an opportune time for burglars. And the current recession has made things worse.

“The opportunist burglar is not only looking for a property that is easy to break into, but also one where it will be easy for him to make his escape. He knows if can’t get away quickly he is very likely to get caught.

“So people should make sure there are deadlocks on their doors and windows. If the house breaker sees a property is well secured he’s far less likely to chance a break in.

“When people have new UPVC or aluminium doors or windows fitted they should always ensure the locks meet Association of British Insurers Standards,” Tofield added.

“It is always worth telling your insurer you’ve installed superior locks. You might even see your premiums reduced.”

Tofield has also seen the effect a break in can have on people. He said: “A few years ago I had to help board up a property for a widow whose home was burgled while she away was on holiday.

“Nothing of great monetary value was taken, but she lost gifts that were given to her by her late husband.

“It was devastating for her and emphasised the need for home security, particularly when we are away for extended periods.”