Customer Service
At IVM, we believe great customer service is just as important as effective knotweed treatment. Since 2007, we’ve built our reputation on clear communication, reliable support, and a straightforward process that gives clients confidence at every stage.
Whether you’re a homeowner, buyer, seller, landlord, contractor or solicitor, our team is here to help you from first enquiry through to final sign‑off.
Our Customer Commitment
• Fast, friendly and professional communication
• Clear explanations without jargon
• Honest advice from PCA‑accredited specialists
• Transparent pricing with no hidden extras
• Reliable aftercare and long‑term support
How We Support You
Fast response times: We respond quickly to all enquiries and aim to arrange surveys as soon as possible.
Dedicated contact: You’ll deal directly with an experienced member of our team — no call centres or automated systems.
Clear communication: We explain everything in plain English and keep you updated throughout the process.
What to Expect
1. Initial enquiry: We gather basic details and answer any questions you may have.
2. CSJK‑qualified site survey: A PCA‑accredited, CSJK‑qualified surveyor visits your property, confirms identification, assesses the infestation and takes photographs.
3. Survey report: You receive a clear, professional report outlining findings, risks and recommended treatment options — fully compliant with lender and solicitor requirements.
4. Treatment plan: We provide a tailored plan with timescales, costs and expected outcomes.
5. Treatment & monitoring: Our technicians carry out the work safely and professionally, with ongoing monitoring as required.
Aftercare & Guarantees
We provide ongoing monitoring, re‑treatment if required, insurance‑backed guarantees (IBGs), and documentation for mortgage lenders and solicitors. All work is carried out in line with Property Care Association (PCA) standards, ensuring full compliance and recognised industry best practice.
Our guarantees are accepted by major UK lenders and meet the requirements for property sales, refinancing and legal processes.
Aftercare & Guarantees
We provide ongoing monitoring, re‑treatment if required, insurance‑backed guarantees (IBGs), and documentation for mortgage lenders and solicitors. All work is carried out in line with Property Care Association (PCA) standards, ensuring full compliance and recognised industry best practice.
Our guarantees are accepted by major UK lenders and meet the requirements for property sales, refinancing and legal processes.
Safety
We maintain a company‑wide commitment to high standards of health and safety, supported by robust internal management systems and ongoing staff training. Our teams follow industry best practice at all times, ensuring safe working methods, responsible chemical use and full compliance with relevant regulations on every project.
Complaints & Feedback
We take all feedback seriously. If you ever feel something hasn’t met your expectations, we encourage you to contact us directly so we can put it right quickly and professionally.
Need Help or Advice?
If you have any questions or would like guidance on the best next steps, our team is here to support you.
Contact Us
Phone: 0121 366 8916
Email: info@i-v-m.co.uk
Office: 2 Stonecross, Water Orton, West Midlands, B46 1NA