Customer service

Customer service

Customer service is one of our top priorities. We believe that in everything we do we need to provide a high quality service.

What are our service standards?

Repairs service - we promise to:

  • Keep you informed of all work to be carried out on your property
  • Give you proper notice of when we are going to call
  • Keep to our appointments.

Letters and emails - we promise to:

  • Give our full contact details
  • Reply or acknowledge within five days
  • Make sure our information is correct.

Telephone calls - we promise to:

  • Answer the phone within six rings
  • Tell you who we are and why we are calling you
  • Leave you a clear message when possible
  • Check our information and your details are correct
  • Not leave you on hold without your agreement
  • Aim to resolve your issue immediately or get back to you within five working days
  • Leave a voicemail message with a return date and what to do in the meantime.

Visits - we promise to:

  • Give you proper notice
  • Keep to appointments
  • Meet with you at a time convenient to you
  • Let you know if we are running late
  • Wear ID badges
  • Make sure we have enough time to deal with your issues
  • Give you a record of our discussion
  • Visit your community on a regular basis to ensure that it is safe and provide an opportunity to speak to us.