PROPERTY MANAGEMENT SERVICE CHARTER

We acknowledge that no two properties are the same, we therefore understand the needs of each client is individual to them. Providing a personal property management service where all clients and occupiers feel valued, is essential to our core values. We achieve this by clearly setting out the level of service and care our clients and their tenants can expect to receive from us.

Our property management team have detailed knowledge of every property we manage. This enables us to deal with property enquiries and issues quickly and efficiently. When a new property management instruction is received, all key members of the property management team will visit the property to understand the requirements as quickly as possible.

Our property management team are all committed to provide exceptional client care. We treat everyone as an individual and accommodate particular needs wherever we can. We listen to the views of our clients and tenants. Where we are unable to assist with a request, we clearly explain the reasons why. We are courteous and professional in all our dealings with clients, tenants and third parties.

To ensure our engaged contractors work to the highest standard, they are vetted and approved. We endeavour to use local contractors for each property and will also accept recommendations from clients and occupiers.

We understand your property is either your investment, home or business and you have a standard that you wish to reflect to those who visit you. We openly engage with all clients and tenants so we are aware of the things that are important to them. We then strive to provide each client with a management service that ensures their property reflects their standards.

All property occupiers are issued with our contact information. We also obtained preferred contact methods and emergency contact details from clients and tenants. To ensure we are compliant with current data protection regulations, before any repair is undertaken we obtain consent before passing personal details to third parties.

When you contact us by telephone:

  • Telephone calls to the office will be answered by a member of staff; 95% of our calls are answered
    within 15 seconds.
  • During busy times, if we cannot take your call, you will be able to leave a voice message and we will return your call within 2 working hours.
  • Outside of standard office hours, you will be able to leave a voice message which will be emailed to key staff. They will grade the importance of your call and respond within 2 hours, if it is deemed the matter cannot wait until the next working day.
  • Clients have the option of taking an emergency out of hours service, which will provide them and their tenants with an emergency out of hours telephone number. All messages left on this service will be responded to within 30 minutes of receipt.

When you contact us by email, web enquiry or post:

  • All correspondence received is responded to according to the level of importance.
  • We aim to respond to all correspondence within 3 working days of receipt. However, if the matter is a priority, it will be responded to as soon as possible and generally on the same working day.
  • If we are unable to provide a full reply, we will issue holding correspondence advising when you can expect the full reply.

Fault, repair and anti-social behaviour reporting:

  • Faults, repairs and anti-social behaviour can be reported by telephone, email or via the web enquiry form. Issues will be responded to according to the level of importance.
  • Action will commence with regard any emergency issue within one hour of the report being received. Emergency repairs will be completed within 24 hours of receiving the report.
  • Non emergency repairs will be responded to according to the level of severity of the issue reported:
    • Urgent repairs will be undertaken within 3 working days.
    • Routine repairs will be undertaken within 10-20 working days, depending on issue.
  • All anti-social issues should be reported to the police and or environmental health as appropriate, in addition to ourselves. We will follow up all anti-social issues with the relevant official body. Wherever possible, we will assist the relevant official body with any requests they have to resolve these issues.
  • We will consult with all relevant parties with regard planned improvements, major repairs and cyclical maintenance.
  • Where there are any vulnerable persons at a property, our service will be tailored to ensure these needs are met.
  • All contractors engaged will be appropriately qualified to undertake the contracted task. Contractors will tidy up any mess they make at the end of each day and when the task is complete.

Property inspections:

  • All members of our property management team will display photographic ID.
  • Property managers will attend the property on the same day for each designated property inspection based on the terms of our contract. Any variation will be pre-advised to the property representative.
  • A representative for the property may accompany the property manager on their inspection, to ensure we attend to matters important to the property owners.
  • Where individual appointments are required, we will make these at a time that is convenient to the individual and attend within 15 minutes of the agreed time.

Complaint handling:

Whilst we endeavour to get things right first time, we acknowledge mistakes can happen. We encourage any issues to be reported to the office as soon as possible to enable us to attend to these. Our staff are trained to listen to all issues and take action to resolve in a timely manner. Any mistakes made are recorded and used for training to ensure our service always improves.

We operate a complaints handling procedure and are also members of The Property Ombudsman Scheme.