Service Standards

Rent & Service Charges

We manage rent collection and service charges with transparency and proactive support for every resident.

• Enable clients to register their interest to pay by Direct Debit.
• Contact tenants proactively to arrange payment plans or discuss options if payments fall behind, including outlining measures for non-payment.
• Send an annual schedule detailing new rent and estimated service charges, including a summary of relevant service cost breakdowns.
• Provide a list of payment options for rent and service charges to ensure convenience for every tenant.

Repairs & Maintenance

Landlord consent is required for repairs because property owners are responsible for non-tenant damage. When issues are reported we inspect, verify, estimate costs and supervise approved works.

• Provide feedback on who is responsible for a repair within 24 hours of the issue being reported.
• Give tenants requesting repairs a job reference, contact person and available appointment slots.
• Send a reminder 24 hours before each scheduled repair appointment.
• Complete urgent repairs within 24 hours to avoid risk of injury or significant property damage.
• Repair or replace shared-area lighting within five working days of a fault being reported.

Communication

• Acknowledge all online and email enquiries within one working day.
• Answer general enquiries within five working days.
• Respond to complaints with an initial reply within 20 working days.
• Complete conveyancing enquiries within 20 working days.
• Reply fully to sales requests from solicitors within 20 working days.
• Answer service charge queries within 30 working days.
• Meet these timelines or inform the customer of a new expected timeline if delays arise.
• Promote and continually develop online access to services.
• Provide a named contact person and phone number for every reported issue.