I believe that most problems that arise are caused by poor communication. The simple process of clarifying roles and expectations contributes enormously to the successful outcome of any project.

That's why we drew up our Customer Charter in March 2002. This document was the result of two half-day meetings, where the whole team focused on what clients could expect from a well-managed construction company and how our clients could help us to complete the work to everyone's satisfaction.

We produced a Plain English document which we give to clients before we start work.

Neil Turner ICIOB