Property Management Service Charter
We recognise that when clients take the time to contact us they should receive a response promptly and within predefined times frames.
Within our service charter we will:-
- 95% of calls are answered within 6 rings by one of our property management team, not a call centre agent.
- Our team are able to respond to most enquiries directly, but if you would like to speak to your property manager, we will ensure they return your call within 24 hours if they are not currently available.
Our property management team all have an understanding of every block that we manage to ensure we are able to help you promptly and efficiently during the first call.
- We will reply to voicemails within 24 hours.
- All emails sent to individual property managers will be responded to within 24 hours. If the property manager is in the office we aim to respond on the same business day, but if the property manager is out on a site visit they will respond within 24 hours.
- Web based enquiries using our online forms will be answered with 24 hours.
- We aim to respond to fax messages within 3 working days.
- We will reply to letters within 5 working days.
Please note that our hours of business are 9am to 5pm Monday to Friday, with the exception of public holidays.