Our Performance


 

 

 

Our Service Level Agreements

At EP we strive at all times to provide our members with high levels of customer service and in doing so we aim to meet the following SLAs:-

New Member Enquiries

From client decision to proceed to joining paperwork despatched within 10 working days.

Direct Selection

From client decision to proceed to written confirmation of information required within 5 working days.

From receipt of all required information to Schedule 4 Order or Contract issued within 10 working days.

From completion of Schedule 4 Order or Contract by all parties to mobilisation meeting arranged within 5 working days.

Mini-Competition / Tender

From receipt of all required information to opportunity published on our procurement portal (InTend) within 15 working days.

From receipt of bids to tender evaluation report provided within 10 working days.

From receipt of winning bid to mobilisation meeting arranged within 5 working days.

Queries relating to any Framework

Responded to within 5 working days.

Complaints

Acknowledged within 2 working days and responded to within a further 5 working days.