Once we receive the referral it is logged on our system and when we have the items available, we will contact the client directly to arrange delivery. Please make sure there is a contact telephone number for the client on the form and make them aware that we will ring them.
If there are any special requirements because of health reasons, please state them on the form. Please bear in mind that it might take longer to fulfil referrals with special requirements.
No, unfortunately because of demand there is not the capacity for choice. It is just what we have available at the time. All our furniture is functional and inspected to make sure it complies with any legislation e.g.
fire labels. We cannot offer a choice of colour or style.
You can specify whether they need a 2- or 3-seater sofa or a single or double wardrobe because of the space available in the home. Just write this on the referral form.
Depending on the item(s) requested and demand at the time we aim to respond to a referral within 2-4 weeks. It can take longer for white goods and beds as these are always in short supply and high demand.
Please be patient with us during busy times. We will fulfil the referral as soon as we have the items available. During busy times there is often a waiting list for items which your client will join.
Please do not chase the referral up unless you haven’t heard anything after 2 weeks.
Usually, the client pays on delivery of the items. The driver will take the payment on delivery.
Referral Agencies can choose to pay for the items for their clients if they wish. We can either invoice you or you can pay over the phone on the day of delivery.
We will ring the client on the morning of delivery between 8.00am and 8.30am. The client must answer the call, or we will not load the delivery.
If the client accepts the delivery slot and then they are not in or they refuse the item(s) we will only redeliver on agreement that a £20 payment on top of the item(s) cost is paid.
We will try to contact the client on two separate occasions. If we still cannot get through, we will send a letter to the clients address on the referral form asking them to contact us if they still require the items. If
we haven’t heard anything within 2 weeks we will cancel the referral.