Customer Care Charter

As shown in our online reviews, we take customer service very seriously indeed. We know that we can’t please everyone all the time, as not all resolutions are immediately implementable due to cost, client approval, health & safety etc – but we take the time to explain and, where possible, follow up with the customer again at an agreed point in time.

Something that we’ve always been acutely aware of is that every person who contacts us deserves the same high level of service, whether they be a client/director, leaseholder, tenant or user – which is in stark contrast to the industry norm. We much prefer to take time to provide help and guidance, rather than suffer a potentially damaging review and risk losing a customer for life. As such we operate the following customer care charter points:

All incoming emails are acknowledged by the end of the working day (though usually within a few hours).
We will act on client instructions immediately.
Communications will be issued as often as possible, particularly regarding issues affecting multiple people.
If we don’t know the answer we will seek advice and advise accordingly – we’re knowledgeable but still learn something new every day!
We will always be honest, transparent and provide supporting information where possible.
If an issue can’t be resolved immediately we will say so. We will advise when, realistically, a resolution can be expected but also explain any hurdles we may need to overcome first.
To our director clients – we will always operate a fully transparent director portal, providing immediate access to all of the development’s financial data, reports and invoices.