Our Customer Charter

Access to our services

• We provide numerous ways for customers to contact us - including, our offices, by telephone, fax, email and over the web. Our main office working hours are from 9am to 6.00 pm on Monday to Friday, and 9am to 5.30 pm on Saturday.
• We will ensure that all customers are dealt with as quickly and efficiently as possible.
• Answering telephone calls - We aim to deal with all telephone enquiries immediately during office hours.  We aim to answer 95% of calls within 15 seconds during normal working hours. If we can't answer your question immediately, we will get back to you within an agreed time.
• Responding to email - We will acknowledge and aim to respond to all email communications within one business day following receipt. Where this is not possible, we will let you know when you should expect to hear from us.
• Responding to enquiries received by mail - We will acknowledge and respond to all enquiries received in writing postal mail within one business day following receipt of the post.
  
• We will provide customers with secure internet access to marketing reports, sales progress status and any other information and news relating to the sale of their property, available on a 24x7 basis.
• To respect the privacy of information that customers may share with us, our staff can meet with customers at their private residence or at our offices where you can feel safe and your personal privacy is assured.
• Our staff will carry identification cards, and will give their names on the phone and in all letters and email messages.

Service standards

• You can expect us to treat you with respect and courtesy. We will do this by:
• being friendly, courteous, fair and open in all our dealings with you
• treating you with dignity and respect
• behaving with honesty and integrity
• identifying ourselves when we talk to you
• employing trained, professional and qualified staff who comply and uphold the code of conduct and practice for estate agents.
  
• We ensure that every member of staff is responsible and accountable for the quality of their work.
• To help ensure customers receive professional and qualified expertise, all our staff will either have or be in the process of gaining the National Association of Estate Agents Technical Award.
• You can expect to receive clear, complete and accurate information, either by phone, online or by e-mail - in a timely and pro-active manner
• We use plain English wherever possible and explain any technical terms.
• We have a clear complaints procedure and will document, analyse, investigate and respond to all complaints. As members of the Ombudsman for Estate Agents you can be assured there is an independent referee and clear process in place to respond effectively to any complaints or concerns you wish to raise.
• We will continually improve our services and performance, so that customers receive the "best in class" levels of service standards.

Your information

• We aim to maintain the integrity of all information we hold and ensure that it is up to date and accurate.
• We treat all personal information in compliance with the Data Protection Act and the Privacy Policy in our Terms and Conditions.