Name: SafeContractor
Address: Axys House Heol Crochendy, Nantgarw, Cardiff, Wales
Rating: 4.27

“Portal for renewal not easy to navigate as "where to go next" does not appear to be logical. Various colour codes, signs & symbols not easy to translate! Seems a very big company with so many tentacles and so many contact names pop up here & there that we're not sure who deals with what!”

Helpful Report

Posted 2 years ago

Good Morning Bellsure Supplies Limited, Firstly, Congratulations on gaining your accreditation! We also thank you for taking the time to leave this review, we accept any comments whether this is positive or negative. Your specific feedback regarding the user interface of the portal has been passed onto our development team for consideration. While the portal can be confusing on your first attempt when becoming accredited there are various options to streamline the process, one being our Assisted package as you would have a dedicated Technical Support Officer to guide you through all parts of your journey. When completing the questionnaire you also have access to our Customer Care team who you would be happy to assist with any aspect of your SafeContractor. They can be contacted on safecontractor@safecontractor.com Best Wishes, Rhys

Posted 2 years ago

“I was disappointed with the response time to my initial submittal of evidence for this year. My completed documents were sent to you 4 weeks before renewal. Then 3 days before renewal you requested a list of further information, giving me very little time to respond before our present accreditation expired. Furthermore, after I submitted the required additional information you came back for further information which wasn't associated with the first request. If I submit 4 weeks before renewal, surely I can expect a response within 14 days max? I had clients emailing for our Safe Contractor & Safe PQQ renewals. It wasn't until 12 days after the renewal date that I received our updated certificates. Disappointed.”

Helpful Report

Posted 2 years ago

Hi Multipond Ltd, Thank you for taking the time to leave us a review. Positive or negative, we do always appreciate your feedback. Congratulations on gaining your accreditation. I am sorry to hear that in this instance you felt our service fell short of your expectations. At SafeContractor we do operate a queue system owing to the volume of accounts we have to process. To counter this, we do offer a variety of packages dependant on the needs of our contractors. For example, those who are happy to wait don't need to upgrade, but for businesses where there is urgency the express package is more appropriate. As your business is on the standard package these lead times for accreditation can apply. I will certainly pass this feedback on. In the meantime, in addition to your accreditation you can take also advantage of some great member benefits, they can be found here - https://www.safecontractor.com/benefits/ Best Wishes, Charlotte

Posted 2 years ago

“Took too long to process, I had to chase for completion.”

Helpful Report

Posted 2 years ago

Hi Sian, Thanks so much for taking the time to leave us a review. Positive or negative, we do always appreciate your candid feedback. I'm sorry to hear that in this instance you felt our service fell short of your expectations. At SafeContractor we do operate a queue system owing to the volume of accounts we have to process. To counter this, we do offer a variety of packages dependant on the needs of our contractors. For example, those who are happy to wait don't need to upgrade, but for businesses where there is urgency the express package is more appropriate. As your business is on the standard package these lead times for accreditation can apply. In order to avoid delays in future, please bare in mind that you can complete your questionnaire all year round and then submit 30 days before expiry. Unfortunately as your questionnaire was submitted slightly later than the 30 days this exacerbated your turnaround time. I'm confident that with these measures you will see a return to form upon your next audit in 2024. For any other queries or support please contact safecontractor@safecontractor.com. Kind regards, Tom

Posted 2 years ago

“I do wonder if reference is made to previous submissions as I have to explain every year how our elearning platform works and how the training matrix isn't a traditional model - takes a couple of conversations every year for the penny to drop.”

Helpful Report

Posted 2 years ago

Hello, thank you for your review. Congratulations on becoming accredited! I am sorry to hear that you have had to repeat yourself around how your e-learning platform functions. We do have to re-assess all documents each year, however I can see how this would become frustrating for you. I will certainly pass this feedback to our audit department. in the meantime, in addition to your accreditation you can take also advantage of some great member benefits, they can be found here - https://www.safecontractor.com/benefits/ Best Wishes, Vicky

Posted 2 years ago

“The process in general is fine but I was disappointed to have to wait so long to get my application assessed- I hit the submit button at the earliest opportunity as per the guidance giving ample time for the review within the 20 working days suggested before my existing cert ran out- Unfortunately I had to chase several times once the 20 days surpassed and was nearer 30 days before I received confirmation by which point my cert had expired and I was getting daily email prompts from Clients to upload a new cert. If the terms noted cannot be honoured I suggest that the submission date should be earlier to allow the review to be completed before certs expire.”

Helpful Report

Posted 2 years ago

Good Morning, thank you for taking the time to leave us a review. Congratulations on becoming accredited! I am sorry to hear of the delay that you describe above. The facility to submit your questionnaire is open 30 days prior to expiry date of your current certificate and we aim to respond within 20 days from the date we receive your questionnaire, in most cases this is usually enough time for us to assess your file, however I will of course feed this back to our Technical and Audit teams, please accept my apologies for this. in the meantime, in addition to your accreditation you can take also advantage of some great member benefits, they can be found here - https://www.safecontractor.com/benefits/ Best Wishes, Vicky

Posted 2 years ago

“There were delays in getting it assessed this maybe due to staffing. My Health and Safety part was assessed but my Environmental section I still haven't heard anything back on.”

Helpful Report

Posted 2 years ago

Good Morning, thanks for your review. Congratulations on becoming accredited! I am sorry to hear that there was a delay assessing your file, please accept my apologies for this however I can confirm that you are fully accredited for part 1 of the questionnaire. I can see that you submitted your Sustainability questionnaire, I have raised this with our Technical Support Manger and asked that this be reviewed as soon as possible, again please accept my apologies for this delay. In the meantime, in addition to your accreditation you can take also advantage of some great member benefits, they can be found here - https://www.safecontractor.com/benefits/ Best Wishes, Vicky

Posted 2 years ago

“I think that the time taken to carry out the re-submission is too long. Every year, it seems to push up back further and we are longer without being accredited. It would be nice to be able to start the process a month or so before the expiry date, which would then mean that we could be prepared beforehand and allow for the time it takes for the submission to be assessed.”

Helpful Report

Posted 2 years ago

Good Morning, thanks for taking the time to leave a review. Congratulations on becoming accredited! I am sorry to hear that you felt the process took a little time. Just so that you know, your questionnaire is open all year round for you to fill in and upload documents, it becomes available to submit 30 days prior to the expiry date of your current certificate, this is to enable you to get ahead and usually allows us enough time to review your file before the current certificate expires. I hope that this information will be helpful for your questionnaire renewal. If you require any further information about this please do not hesitate to get in touch. In addition to your accreditation you can take also advantage of some great member benefits, they can be found here - https://www.safecontractor.com/benefits/ Best Wishes, Vicky

Posted 2 years ago

“Not very satisfied. Having supplied renewal questionnaire at least 3 weeks before expiry, feedback was only received after the expiry date of certification, requesting additional information and the certificate could not be extended to allow time to provide additional information. This has had a knock-on effect on other certifications and our availability to comply with a number of important clients' supplier quality criteria, jeopardising our approved supplier status.”

Helpful Report

Posted 2 years ago

Good Morning, thanks for taking the time to leave a review. Congratulations on becoming accredited! I am sorry to hear that you were unhappy with the process this year. I am sorry to hear of the knock on effect that you describe. Please rest assured that you are now showing as fully accredited on our portal. Our questionnaire is open all year round for questions to be answered and documents to be uploaded, it is available to submit 30 days prior to the current certificate expiry date, this usually allows our teams plenty of time to review and assess your documentation before the current certificate expires. I can see that one of our team were able to expedite your file to the audit team once your concerns were raised who did pick up the file, however I can appreciate that this was after your original certificate had expired, please accept our apologies for this. In addition to your accreditation you can take also advantage of some great member benefits, they can be found here - https://www.safecontractor.com/benefits/ Best Wishes, Vicky

Posted 2 years ago

“Don't allow long enough to get all the items required before the previous accreditation runs out. Ask for too many irrelevant answers and when you think you have completed them all, come back with a few more, hence takes too long before accreditation is actually received and our clients are asking us for the new certificate as soon as the old one runs out.”

Helpful Report

Posted 2 years ago

Hello, thanks for taking the time to leave a review, congratulations on becoming accredited. Our response times differ according to the package that you select. The questionnaire is open for you to upload documents and fill in questions all year round and becomes available to submit 30 days prior to your current certificate expiring. This usually leaves time for us to review the file before the current certificate expires, even if on a standard package. Our pre-audit team will usually check that we have everything that we need before passing the file over to an auditor to complete the full assessment, so sometimes extra documents/information is required in order to meet the SSIP requirements. I will ask our audit managers to review your file and pass this feedback onto them. Please accept my apologies for any delays in the process. If there is anything further you require please do not hesitate to get in touch. Kind Regards Vicky

Posted 2 years ago

“I was already accredited with another company so I understood the process so it was easy for me. I was surprised by a couple of things:- my previous accreditation company asked for my 'Waste Carriers Licence' - I am a painter and decorator as soon as you undo a pot of paint it is classed as waste! Just wondered why I was not asked for this? You didn't ask me for a copy of my 'Accident' book, again previous company did. Just a couple of observations.”

Helpful Report

Posted 2 years ago

Good evening, thanks for taking the time to leave a review, congratulations on becoming accredited. I am pleased to hear that you found the process easy to complete. In regards to the "Waste Carriers Licence" - this would be picked up in the Sustainability part of the questionnaire under the "Environmental" topic. We ask that any accidents or incidents are declared, this is covered in the Heath and Safety section of the questionnaire, however we don't require a copy of the accident book, I have however passed your feedback on to our Audit team. Whilst our questionnaire might differ slightly to others that you have completed, it does meet all the SSIP requirements. If you have any further queries in regards to this please do not hesitate to get in touch. Don't forget that you can also take advantage of some great member benefits with us, they can be found here https://www.safecontractor.com/benefits/ Kind Regards Vicky

Posted 2 years ago

“the audit process was efficient and acceptable. the Pre Audit 5 wk wait to be audited is another issue. we are aware that you should not have to wait 5 to 6 wks before audit begins but this appears to be a tactic and policy of safecontractor to push their clients into the fast track system. its incredible unneccesary to behave in this manner and it should be stopped. I am usually a person who scores in the high 9 and 10 bracket, I am realistic and understanding of most business demands and so I will be scoring low numbers for this sole reason. what is the reason for the delivery questions in this survey. ??...”

Helpful Report

Posted 2 years ago

Good afternoon, thank you for taking the time to leave a review, congratulations on becoming accredited. I'm pleased to hear that you found the audit process satisfactory overall, but can appreciate your frustrations regarding the turn around time. Given the size of our business and the volume of contractors that we service, we do operate with a lead time of 20 working days before accreditation can be reviewed. It is because of this that we have packages available, for some businesses a quicker turn around is sometimes necessary where as for others they may be able to wait, depending on works undertaken at that time. There is no obligation to upgrade packages, this is simply an option if required. I would like to be able to address your query in regards to the delivery questions and ask that you please provide further context as to the nature of your concern. I am happy to arrange a call for this if it would be easier. Kind Regards Vicky

Posted 2 years ago

“Need to be able to give explanations as to why you are not able to give some evidence.”

Helpful Report

Posted 2 years ago

Good afternoon, thank you for your review. Congratulations on becoming accredited! I am sorry that you found it difficult to provide explanations during the process of filling in your questionnaire, I will certainly pass this feedback through to our Audit team. In addition to your accreditation you can take also advantage of some great member benefits, they can be found here - https://www.safecontractor.com/benefits/ Best wishes, Vicky

Posted 2 years ago

“Every year we are asked to provide more information than the year before. Sometimes we are asked to provide information that we established the year before we are not required to produce. Eg. We are not part of the Construction Industry Scheme but every year we are asked to provide information as if we were. There should be some way of saying that our basic work has not changed. We have been members for well over 10 years and the system has improved in this time eg. you can log onto the portal and upload information before the accreditation is due. But quite honestly I dread doing it every year as I never know what hoop I will have to jump through. We are a tiny company of just 4 people this should be taken into account when asking for information as our training and practices are a lot different to a big company.”

Helpful Report

Posted 2 years ago

Hello, thank you for taking the time to leave us a review, congratulations on becoming accredited! Our accreditation is based upon the the latest SSIP core criteria and so any change in the information requested will usually be linked to this core criteria. The questions that you are asked are based upon the work categories that you select when setting up the questionnaire. If you feel that some if this information is not relevant I would be happy to arrange a call with one of our Technical support officers so that you can review them to ensure that they are all appropriate for your business. If this would be of use please let me know. In the meantime, in addition to your accreditation you can also take advantage of some great member benefits, they can be found here https://www.safecontractor.com/benefits/ Best Wishes Vicky

Posted 2 years ago

“Generally a good accreditation to have and no long wait times when calling Safecontractor, however price is going up by a lot every year which is a major concern and the audit times are taking longer and longer.”

Helpful Report

Posted 2 years ago

Hello, thank you for taking the time to leave us a review. I am happy to hear that you are satisfied with the Safecontractor accreditation overall. We do our best to ensure that we are available as much as possible to support our contractors, I am pleased to hear that you have not had to wait to speak with us. Our prices are based upon a number of factors, one of which is the size of your business and the number of employees you have. If you do have any concerns around price please speak with your account executive upon renewal of your membership. In the meantime, I would like to ensure that you get the very most out of your membership, we have some great member benefits and they can be found here; https://www.safecontractor.com/benefits/ Kind Regards Vicky

Posted 2 years ago

“Acceptable.”

Helpful Report

Posted 2 years ago

Thank you for taking the time to leave a review. We would really like to understand more about your experience. If you could provide further information around this we would be more than happy to look into this for you.

Posted 2 years ago

“There were quite a few questions that you could have a Not Applicable (N/A) button rather than us having to write on headed paper and upload letter saying this didn’t apply.”

Helpful Report

Posted 2 years ago

Congratulations on your accreditation! Thank you for leaving us a review, we will feed back to the team.

Posted 2 years ago

“The time taken to review accreditation submissions seems unacceptably long with the only option to speed it up being the payment of a further fee (which we didn’t do and seems a bit unfair). Realistically, many companies are going to submit at the last minute, so are unlikely to have all their ducks in a row exactly a month before their current accreditation expires. Also, the Gold accreditation part was a bit unclear about what this meant and which part of the accreditation it related to. Part 2 is also called ‘Sustainability’ which doesn’t necessarily reflect the contents of that part of the accreditation. Apart from that, all good! Thanks”

Helpful Report

Posted 2 years ago

Hello, Thanks so much for your review and in-depth feedback. We're really pleased that on the whole you found the process positive, but recognise that we've still got room to improve. Health and Safety audits carried out by SafeContractor are more in depth than many competitors and are also done entirely in house, this means that upon submitting you join an audit queue of up to 20 working days dependent on your selected package. However, on this occasion I can see that you experienced a slower than usual turnaround time. We'll look into why this happened and update you with our findings. Please accept my apologies for the delay, I'm confident that for next years audit you will see a return to our usual high standards. In order minimise queue times in future, be advised that your questionnaire is available to complete all year round, with submission possible 30 days prior to expiry. I've also passed your feedback regarding the sustainability section to our product manager and marketing team. Congratulations on gaining your accreditation, for anything else please don't hesitate to get in touch with our customer care team https://www.safecontractor.com/contact-us/ Best wishes, Tom

Posted 2 years ago

“Paid for express review that should take 2 days: received apologetic response after 6 days......”

Helpful Report

Posted 2 years ago

“it can be slow to get any feedback”

Helpful Report

Posted 2 years ago

Thank you for leaving a review and congratulations on your accreditation! Our standard audit time taken from all documents being submitted is 4 weeks for an auditor to complete your h&s assessment. Our team endeavours to assess all questionnaires as quickly as possible and to provide as much assistance as possible. However, if you would like to upgrade your package to have an express audit included or to include assistance from our team of expert IOSH and NEBOSH qualified auditors then this option is available to you also.

Posted 2 years ago

“Once Alcumus actually got around to assessing our submission the service was very good and any issues were quickly dealt with. However, their standard package features a 20 working day turnaround on submissions which is basically to get you to pay for the premium package. In this case, it took Alcumus 25 working days to even look at my submission, and that was only because I called to find out what was happening with it.”

Helpful Report

Posted 2 years ago

Thank you for providing feedback, and we’re sorry to hear that you felt your experience with our service this year wasn’t to the expected standard. Your feedback is valuable to allow us to improve our processes moving forward and to provide a better service to our customers. I’d firstly like to provide a brief overview of the current renewal process to hopefully clear up any questions you may have with the process: - As you are aware the SafeContractor audit process is an annual audit. The accreditation expiry date runs 12 months from the date you are awarded accreditation. - We allow access to the questionnaire throughout the year to allow contractors the opportunity to upload information to avoid any delays in the audit process. - The questionnaire submit button is then released 30 days prior to the accreditation expiry date. - We recommend that customers submit at the earliest opportunity so if any questions are raised from the audit team, we can deal with the queries as quickly as possible so that your accreditation does not lapse. Although the above process is our current process it’s not to say it cannot be improved and we agree with some of the comments you have raised. We are currently exploring options for releasing the questionnaire earlier than the current 30 days before expiry to aid our customers in uploading the required information and to allow a larger window to reply to any queries the audit team may have. In terms of the package timescales, we offer four different packages to allow our customers to select the most suitable package for their business at the time of registration/renewal. We have listed the packages below: - Standard Package = Initial contact from our technical support officers within 7 working days and an outcome on the application once the file has been passed from a TSO to an auditor within 20 working days. - Express Package = Initial contact from our technical support officers within 2 working days and an outcome on the application once the file has been passed from a TSO to an auditor within 2 working days. - Assisted Package = Initial contact and questionnaire support from our technical support officers within 5 working days and an outcome on the application once the file has been passed from a TSO to an auditor within 5 working days. - Premier Package = Initial contact and questionnaire support from our technical support officers within 1 working day and an outcome on the application once the file has been passed from a TSO to an auditor within 2 working days. Our packages are designed to ensure our customers experience the most suitable service for their business needs at the time, we apologise if this did not translate during a conversation with our team this year, as the intended purpose was to simply give you the option of the other services that we do have available and to see if they were more suitable to your business needs for this year’s audit process.

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 54%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.1 out of 5

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