Lukeman Catering Delivered
Service Level Commitment & Terms of Service
This Service Level Commitment and Terms of Service covers Lukeman Catering's delivery service of ready to eat food to it's clients from October 2024. It is our declared commitment to you, our client, of the standard of food and service you can expect from us and, in a few cases, what we expect from you.
Scope
Menus covered by this commitment and terms are all those available for online ordering on Lukeman Catering's website and will include any set menus created for clients which incorporate the same food.
Lukeman Catering's Delivered
Lukeman Catering's Delivered denotes that this is a drop off catering service, with no on-site preparation, cooking or waiting service (for T&Cs relating to our Events Division please see the appropriate document).
Food Quality
We will always bring you interesting, simply prepared, flavourful, “homemade” food, made on the day of delivery.
Food Safety
Our food safety procedures are audited annually by third party consultants to SALSA Grade A level. Our kitchen management has CIEH Level 3 Food Safety Qualifications, and all kitchen staff have or will be working towards Level 2 Food Safety Qualifications. We hold an Elite 5-star rating for our local authority assessed food safety.
Seasonal Menu Changes
We flavour your experience with us by changing our main menus every four months. This seasonal change is of course used to incorporate seasonal UK ingredients. Naturally you will also see some ingredients like berries, asparagus, root vegetables, drop off our menu when out of season. You will receive the new menus by email prior to the change with information on the new ingredients being used. If you have a bespoke set menu, this will be changed by us to the nearest new equivalent items. Please contact us if you’d like these changed at any time.
Food Ingredient Suppliers
Our food suppliers are a particularly important part of our ability to bring you the best quality and most environmentally friendly food. Because we make virtually everything ourselves, we buy raw ingredients – meat, fish, vegetables, fruit, and dry goods. We buy our fruit and vegetables daily from New Covent Garden Market. All our meat and fish are UK farmed and sourced. Our suppliers will be as close to us as possible – they are on average not more than 22 delivery miles from us.
Husbandry & Provenance
All our meat and fish are UK sourced. For all animal or fish sourced ingredients we aim to achieve the best possible husbandry for each category.
Fish: MSC – Yellow rated fish or better
Lamb – UK/ROI Free Range
Pork – UK Free Range
Eggs: Freedom food RSPCA certified free range
Poultry: UK Red Tractor as a minimum
In 2024, products containing Beef were removed from our menus, this decision has been implemented as part of our new Net Zero Project - an endeavour to improve our sustainability and ethical values.
Full documentation for the sources and accreditation of our meat and fish is available if enquired for.
Our fruit and vegetables are UK sourced when available.
Presentation Styles
For most menus our food is delivered on fully compostable Palm Leaf platters made only from fallen palm leaves, heat and pressure. We avoid waste in all we do and hope you will join us in doing so too. Please dispose of these platters in your food waste.
Hot Bowl Meals come with china bowls & forks for service. These are reusable and will be collected by us after use.
Canapes are presented on Aqua platters. A semi opaque green tinted plastic platter that is reusable. We will collect these after your use.
Serviettes & Plates
Plates or serviettes are not supplied unless specifically ordered and will be chargeable.
Substitutions
Substitutions may rarely have to be made on the delivery day without notice, particularly for late or same day orders.
Allergens, Ingredients & Dietary Requirements
Our food is presented on platters with vegetarian & vegan food on separate platters and labelled accordingly.
Our menus state the dietary status (vegan, vegetarian, free from gluten ingredients, free from dairy ingredients) of all items.
If an item contains nuts, we will state this fact but cannot guarantee that those items not stated such do not contain any traces of nuts. Much of our food involves bread and rolls which bakers are seldom prepared to guarantee as free of nuts.
Allergen and ingredient information for all our food is available when ordering on our website and will be listed on the back of the delivery note for your order which is emailed to you the evening before delivery. For individuals with diet specific needs who require a meal on a separate, individual platter, our Individual & Dietary Menu offers various meals designed to satisfy the main dietary requirements.
Equipment Loan and Hire
You may have hired, or we may have loaned you some equipment (e.g. platters, jugs, bowls) as part of your catering requirement. This equipment remains the property of Lukeman Catering Ltd and must be kept for our collection, generally on the same afternoon as delivery or the following day. Any breakages or loss of equipment will be invoiced at cost.
Equipment Collection
Please gather together the equipment loaned or hired by you ready for collection. It does not need to be cleaned. If it is not ready or available for collection an additional collection may be chargeable.
Weekend Orders
Weekend orders should be placed by 18:00 on Thursday by email. We will confirm our ability to deliver the order immediately.
All weekend orders will incur a delivery charge and a collection charge if required.
A Saturday order must have a minimum food order value of £250.
A Sunday order must have a minimum food order value of £500 and will also incur a £60 wages supplement.
Weekend Order Menu Limitations
Saturday orders can only be for Sandwich Lunch Menu, Hot & Cold Box Meals, Canapes.
Sunday orders can only be for Sandwich Lunch, Cold Box Meals.
Ordering
Orders can be taken by email. If you need help with an order do please call us.
Menu Order Deadlines
Breakfast 18:00 prior working day
Sandwich Lunch 18:00 prior working day
Dietary & Individual Menu Boxed by Eden 18:00 prior working day
Bowl Food 18:00 prior working day
Forks & Salads Afternoon Tea 18:00 2 prior working days
Canapés 18:00 3 prior working days
Drinks 18:00 prior working day
Drinks (Alcoholic) 18:00 3 prior working days
Staff & Equipment Hire 18:00 7 prior working days
Order Acknowledgement and Confirmation
An order request will be acknowledged by email. This acknowledgment is not our confirmation that we can deliver your order. We aim to confirm receipt and our ability to deliver your order by email within one hour of our receiving all orders. The order confirmation will have the reference 'Order Placed' and is our commitment to deliver the food listed at the time and address stated.
Cancellations
Cancellation of an order must be made via email or a call.
When an order is cancelled or reduced the following charges will apply:
Food
Breakfast Menu:
Order cancelled or reduced after 12:00 on the working day prior to delivery – 100% charge
All other menus:
Order cancelled or reduced after a particular menu’s order deadline time (see above table) - 50% charge unless:
Order cancelled or reduced after 9.00am on the day of delivery – 100% charge.
Drinks
Non-alcoholic: Cancellation after 12:00 prior working day of delivery – 100%
Alcoholic: Cancellation within 72 hours of delivery – 100%
Delivery Time
Our absolute daily objective is to ensure you get your order on time or earlier. The streets of the UK are, however, not always predictable and blockages do occur. To help avoid these becoming an issue we strongly request you ask for your order delivery time to be at least half an hour before the time you wish it to be served.
We will deliver your order as close to your requested delivery time as possible but always within the one-hour period before your stipulated delivery time.
The Delivery
Your delivery will be made in one of our refrigerated vans, driven by a uniformed driver. The vans are checked daily for correct temperature.
We ask to enable your delivery driver to deliver as quickly as possible as he is at risk of getting a parking ticket if he is longer than 10 minutes making a delivery. He will expect a signature from you on delivery.
In exceptional circumstances we may have to deliver your order using a courier service.
Omissions or Changes
We are human and despite the best systems and efforts to avoid it, a mistake may very occasionally happen. If there is something missing or incorrect on your order do contact us immediately as we will rectify it immediately. If we have delivered according to your confirmed order, we may charge for a taxi if required.
Pricing
Some menu prices may be changed at any seasonal menu change. We always aim to be competitive in our pricing and are confident you will consider our food and service to be extremely good value
Minimum Order & Service Charge
We do not require a minimum order value. Set menus do have a minimum of persons (number varies according to the menu). Any order which is less than £20 (net of VAT) will incur a £5 service charge.
Discounts
We consider our food and service to be very good value and do not therefore give discounts unless you are a charity in which case you will receive a 5% discount.
Orders which include significant amounts of equipment may be delivered direct from our equipment supplier and, if so, this will incur a delivery charge.
Invoicing
Your invoice will be emailed the same working day after delivery of your order, to the orderer or another nominated recipient e.g. your accounts dept.
Terms of Payment
All orders placed with us must be paid for by debit or credit cards.
Payment
Payment can only be made by debit or credit card.
Deposits
Deposits may be taken as a pre-authorisation hold on your debit or credit card with catering orders over 2,000 GBP. This will contribute towards your invoice payable or be released back to you in the event of an order cancellation.
Tree Planting Scheme
We plant a tree in the UK for every fifth qualifying order you place with us (terms and conditions apply). You will receive an email each quarter notifying you of trees planted.
Complaints
If you have any reason to be dissatisfied with any aspect of our food or service, we want very much to hear about it. Please email complaints@lukemancatering.com or telephone +44 739 8847 222.
Environment
We aim to minimise our impact on the environment in everything we do. We send zero waste to landfill and encourage you to do the same. We will collect all melamine platters for re-use and ask that you keep them for our drivers to collect. The palm leaf platters can be put into food waste and composted.
Sustainability
Sustainability is a big subject for us and an influence on every decision we make. We have specific documentation informing what we do in this regard, and this is available on our website, or speak to us directly. Be however assured that in all areas of sustainability, social, economic or environmental, we endeavour to make the right decision and follow the right path at every opportunity.
Honesty & Ethics
We will always be scrupulously honest with you, our staff and suppliers.
Thank you for your orders and please be assured we are always committed to making orders to your complete satisfaction with food that will delight you and your guests.
Christabel Lukeman Okafor
Managing Director
October 2024
Copyright © 2024 Lukeman Catering - All Rights Reserved | 'Lukeman Catering' is a trading name of Lukeman Catering LTD, based in Hatfield | Company Registration No.15998318