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Customer Service

We aim to provide a high quality of customer service for all our customers, however to do this we need your help. If we have done something which has exceeded your expectations or a member of staff has gone the extra mile to assist you, please let us know. It is also very important to understand any negative aspects of our work so we can ensure we continue to deliver high quality customer service.

Customer Service Charter

Our Customer Service Charter has been put in place to make sure we provide the best possible customer service to every customer, ESP will strive to achieve every one of the 20 points below, if you feel that we don’t we would love for you to contact us and let us know where we are falling short so we can make sure the service we provide in the future can only get better.

• We will ensure that we offer you a range of playground equipment in line with your requirements and budget.
• We will ensure that all new playground equipment ideas are designed to meet customer needs.
• We will ensure our playground equipment remain innovative and demonstrate best value in terms of quality and price.
• We will ensure that the ESP representative dealing with your enquiry is professional and courteous at all times.
• We will ensure that the ESP representative dealing with your enquiry is knowledgeable in line with your expectations.
• We will promise to follow up all requests in a prompt and timely manner.
• We will ensure that all relevant literature on playground equipment will be sent to you following your enquiry.
• We promise to fulfil your order professionally and inform you of the process through to completion.
• We will ensure that after our visit to your school, your design is in line with your personal requirements.
• Following your visit, we will ensure that you receive your design within 12 working days.
• We promise to schedule your installation for completion within 6 working weeks from the date of your order.
• Once your order is received, we will confirm your installation date in line with your requirements.
• Our installation team will ensure that they sign in at the school correctly, in line with school standard procedures.
• We will ensure that our CRB vetted installation teams act professionally and appropriately at all times.
• We will ensure that the timescale of installation meets with your expectations.
• Once your installation is completed our installation team will leave the site clean and safe and in line with your expectations.
• Our installation team will wear ESP uniform at all times, with clear identification and CRB number.
• We will ensure that all of our playground equipment is manufactured to the highest quality.
• Following installation a member of our customer service team will call you to ensure the installation of your playground equipment was in line with your expectations.
• We will publish all feedback in order to demonstrate we are meeting your expectations.