Customer care policy

Shelford Tree Service Ltd aims to provide and maintain a high level of customer service. We continually review procedures to improve our customer service performance. We are a professional, friendly, reliable partners, delivering exceptional service and quality for our clients, often going the extra mile.

Customer Care Statement

Shelford Tree Service Ltd will adhere to the 5 targets set out below:

  1. All emails are responded to within 1 working day.
  2. All voicemails or call back are responded to within 4 working hours.
  3. All Quotes are sent to clients within 1 working day. If the quote requires further investigation and this is not possible, the client is contact to confirm there will be a delay.
  4. All complaints are dealt with within 48 working hours of receipt.
  5. We make a commitment to always be learning and strive to always give the best customer service.

Our Company Mission Statement

We are changing the world of tree surgery by building an exceptional company to work for, delivering the highest quality tree surgery and making our environment a better place while we do it.

Quality Statement

Through our commitment to customer service, we provide the highest standard of works and will always strive to exceed our customers expectation. Operations Manuals and Quality Manuals are a requirement in larger projects. We ensure we have excellent level of communication with all parties throughout the projects. We ensure excellent quality by carrying out working site and quality audits on our teams.

Our Target

We maintain our excellent customer service through continually reviewing our performance by regularly assessing outcomes of our audits, incidents and customer feedback. Ensuring we are continually learning and improving, setting the standards for the industry.

  1. All emails are responded to within 1 working day.
  2. All voicemails or call back are responded to within 4 working hours.
  3. All Quotes are sent to clients within 1 working day. If the quote requires further investigation and this is not possible, the client is contact to confirm there will be a delay.
  4. All complaints are dealt with within 48 working hours.
  5. We make a commitment to always be learning and strive to always give the best customer service.

Latest news

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Estate Owner, Odsey Estate

Since being introduced to Shelford Tree Service, I have used them exclusively. They try to understand exactly what one is wanting to achieve and then carry it out professionally and efficiently. The site, following the completion of the work, is left tidy and safe. It has been a pleasure to work with them.

Estate Owner, Odsey Estate

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Head Gardener, Newnham College

We’ve used Shelford Tree Service for years and have been impressed with the clear consultation and communication to advise on what needs to be done. Their work is completed to a very high standard and is efficient and tidy. They have also been excellent in responding to emergency call outs

Head Gardener, Newnham College
Christ’s College, Cambridge

Shelford Tree Service came to us early this year to work on our specimen Platanus x hispanica. The operation presented multiple challenges considering the site and the size of the tree, but Jonathan and his team dealt with them efficiently, and with professionalism. I particularly appreciated how well organised the intervention was and the minimal disruption to the site.

Christ’s College, Cambridge
Farm Manager, RAND Brothers

RAND Brothers recently employed the help of Jonathan and his team to conduct tree condition surveys across our farms. They did so in good time and then carried out the necessary tree works in a safe and efficient fashion. I would not hesitate to recommend Shelford Tree Service.

Farm Manager, RAND Brothers

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Head Gardener, Emmanuel College, Cambridge

Shelford Tree Service’s rapid response and expert handling of the fallen limb at Emmanuel College saved the day! We are immensely grateful for their professionalism and expertise.

Head Gardener, Emmanuel College, Cambridge

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Emerald Landscapes, on behalf of Barratt Homes

Due to the time restraint of bird nesting season, this project had to be completed before March. A large strip of vegetation and trees, bordering a high-speed road, was removed very quickly by Shelford Tree Service with very short notice. They left the site very tidy. Traffic management and health & safety were high on the agenda and the Shelford team excelled at both. Our client was extremely impressed with the outcome. We recommend this service.

Emerald Landscapes, on behalf of Barratt Homes

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