print button Our Service Charter

We recognise that when they take the trouble to contact us, our clients and service receivers should expect to receive responses to communications within certain pre-defined reasonable timeframes. That is why we have devised the following - our Service Charter.

We undertake to:

  • Answer 90% of all telephone calls within five rings
  • Reply to any voicemail messages within four working hours
  • Answer e-mail messages within five working days of receipt
  • Respond to faxes within five working days of receipt
  • Answer web-based enquiries within five working days of receipt
  • Reply to letters within five working days of receipt

Please bear in mind that our hours of business are 9.00 a.m. to 5.00 p.m., Monday to Friday, throughout the year, with the exception of statutory and public holidays.

As members of ARMA we are part of an association that commits to reputable practices and the highest levels of service in the sector.

We endorse, accept and undertake to comply with the Code of Practice relating to service charges published by the Royal Institution of Chartered Surveyors and as approved by the Secretaries of State for England and Wales under the terms of Section 87 of the Leasehold Reform, Housing and Urban Development Act 1993.

If you experience any problems with our service provision please feel free to refer to the section 'if we get it wrong'.