Customer Charter

Our Aim

To be the market leading solution providing cost effective customer care.

Our Promise

To professionally and responsibly manage the developer’s obligations and provide the homeowner with a first class customer experience.

Service Standards

To diagnose defects and to respond within 5 working days, calling the homeowner to agree a time and date for work to be carried out where necessary. To conduct defect work within 30 days from the initial report wherever possible.

Communication

We will answer the telephone within 3 rings or, in instances of peak call activity, take a message and respond within 1 hour.

Involvement

We will seek the views of developers and homeowners, through contact and research to ensure we consistently provide the best service in the industry by meeting the ever changing needs of our customers and the expectations of their customers.

Performance

All work requires the homeowner to sign a satisfaction report. An audit procedure ensures that we maintain our high standards of service.

Confidentiality

All information will remain confidential and will only be released to a third party with the developer’s agreement or where legally required.

Offices

Open Monday to Friday 8.30am to 5.00pm. A message service operates out of hours. Developers and homeowners may contact us by Telephone, FAX, and via our website.

Complaints

We take any complaint about our business, people or service most seriously. Please address any complaint to the Operations Manager and we will respond within 5 working days.