1. Be the installer we sent

Your customer will be given details of the installer allocated to their booking. They are expecting you — not a friend, colleague or substitute. If you cannot attend, tell Home Flatpack. Do not send somebody else in your place.

2. Work from the agreed scope

The customer sees the agreed scope of work, and so do you. Read it before the booking and make sure you understand what is included. If something does not match when you arrive, stop and raise it with Home Flatpack rather than making assumptions.

3. Only accept work you are competent to complete

Availability is not the only reason to accept a booking. You must have the tools, experience and confidence to complete the work safely and to the required standard. Some installations may require additional training or approval before they can be undertaken.

4. Work to the Home Flatpack standard

You are not simply being sent an address and left to get on with it. Your induction, ongoing training and Toolbox Talks are there to make our expectations clear. Read them, understand them and apply them on every booking.

5. Be professional from arrival to departure

Furniture assembly is only part of the job. Arrive appropriately presented, introduce yourself properly, communicate clearly and treat every customer with respect. The way you make the customer feel matters just as much as the finished assembly.

6. Treat the customer's home as part of the job

A perfectly assembled wardrobe is not a successful installation if the floor has been scratched in the process. Protect the area you are working in, keep tools and components under control and treat the customer's surroundings with the same care as the furniture you are assembling.

7. Check before you build

Before starting, check the product, components and working environment. If something is damaged, missing or unsuitable, identify it early and report it. Finding a problem before the build begins gives us more options than discovering it halfway through.

8. Build it properly

Follow the manufacturer's instructions and build the item as though you were building it for yourself. Do not take shortcuts that compromise quality or safety. If you are unsure, stop and ask. We would always rather answer a question than correct an avoidable mistake later.

9. Put safety before completion

No booking is important enough for somebody to get hurt. Consider your safety, the customer's safety and anyone else who may be affected by the work. If conditions become unsafe, stop. Home Flatpack would rather deal with a delayed booking than an injured person.

10. Do not create your own extras

If the customer asks for work outside the agreed scope, do not negotiate or agree it yourself. Raise it with Home Flatpack first. This protects you and the customer, and makes sure everyone remains clear about what has been agreed.

11. Evidence is part of the job

The installation is not complete just because the furniture has been assembled. You are expected to provide clear evidence of the work you have completed. Good evidence protects you, the customer, the retailer and Home Flatpack if questions are raised later.

12. Walk the completed job with the customer

Before leaving, give the customer the opportunity to inspect the completed work with you. Open the doors. Check the drawers. Look around the item. Encourage questions. If something is not right, it is far better to identify it together while you are still there.

13. Report problems. Do not hide them

Things sometimes go wrong. A part may be damaged, something may be missing or an accident may happen. What matters is how you deal with it. Report issues promptly, provide accurate information and evidence, and be honest about what has happened.

14. Remember that the job continues after you leave

Your booking forms part of a wider Home Flatpack process. Job updates, installer identity, evidence, customer feedback and any follow-up issues all form part of the installation record. Complete your part properly so that the next part of the process can work properly too.