Use this page to navigate and understand our Customer Charter.

Our 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 while providing the homeowner with a first class customer experience.

Service Standards

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


We will answer the telephone within 3 rings. Or, when it is peak call activity, take a message and respond within 1 hour.


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


All work requires the homeowner to sign a satisfaction report. An audit procedure ensures that we maintain our high standards of service. Although it’s not always possible for us to get a signature, we always ask the customer to sign off on the work over the phone.


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


Open Monday to Friday 8.30am to 5.00pm. A message service operates out of hours. Clients may contact us by Telephone or E-mail.

Complaints & Customer Charter Concerns

We hope that the above customer charter had demonstrated our commitment to excellent customer service and aftercare in the UK. However, if we have fallen short then we want to hear about it. Make sure you make contact with us so that we can correct the problem as soon as possible. 

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

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