Customer Service Charter

Our Charter sets out our commitment and the standard of service we aim to provide to all our Clients.

Mission Statement

We are committed to providing a high quality, professional service which satisfies all our client’s requirements.  We are also committed to giving clear, consistent, accurate and prompt advice.

Our Commitment

• Maintaining a professional manner.
• Using plain or easy to understand language.
• Being polite, courteous and helpful.
• Listening carefully.
• Provide clear and accurate information.
• Respond to enquiries and requests promptly.
• Being transparent, confidential and accountable.
• Being accessible.
• Advising of all relevant timescales.
• Continuously striving to improve our service standards.

Our Service Standards

We aim to:-

• Answer all telephone calls within 20 seconds.
• When telephone calls are more complex, arrange to call you when we have the relevant information.
• Respond to letters and e-mails within 3 working days.
• Keep you informed if we cannot answer your enquiry or request immediately.
• Respond to feedback and complaints.
• We will use plain English when we talk, write or phone. We will present all messages and documents in a clear, straightforward and concise way.

You Can Help Us By

• Giving us all the information we need.
• Letting us know if you have any special needs.
• Letting us know how you can improve our service.
• Asking us to explain anything you are not sure of.

How To Contact Us

Telephone Main Office 01382 200110 or Property Office on 01382 202060