Customer Charter

Our Service Charter is the backbone of our Service Delivery.


RG Francis is responsible for the repair and maintenance of all gas appliances in the properties managed by various social housing associations  RG Francis works directly with these housing associations to ensure that all properties with gas appliances are maintained in compliance with gas safety regulations.

As a company, RG Francis promises you, our customer:

  • To treat everyone as an individual
  • Not to discriminate
  • An improved service through good (or bad) feedback


Our Engineers will:

  • Treat everyone as an individual and with respect
  • Always carry ID
  • Respect your property and clean up afterwards.
  • Carry out high quality work every time
  • Aim to repair your heating system fault on the first visit. Where this is not possible, they will keep you fully aware of the situation and aim to get the works done as soon as possible
  • Advise you if they are running late or if the appointment will need to be re-arranged with plenty of prior notice
  • Leave a missed appointment card with a contact number to re-arrange an appointment at a convenient time for you
  • Be friendly, positive and smile!
  • Share their knowledge with the rest of the team


Our call centre Staff will:

  • Be polite
  • Listen to your issue
  • Be courteous
  • Treat everyone as an individual and with respect
  • Respond to letters/emails within 5 working days

If you need to make a complaint:

We take complaints very seriously.

To make a complaint directly to us. Please contact us by letter or email via our website.

RG Francis Ltd
21 Springfield Lyons Approach
Chelmsford
Essex
CM2 5LB

email: contactrgf@eaga.com

Our aim is to conduct a full investigatory review of the situation and respond back in 5 working days. The matter is looked into by the contracts manager and and procedures are then developed and put in place to ensure similar situations never happen again.