Customer Service

Customers are at the heart of what we do

Whether interacting with your representatives or directly with the occupants and end users of your properties – customer service and client satisfaction are our key priorities.

Collaborative Working

We will engage you, your end users and the chosen supply chain partners in the development of a tailored solution – and work together to nurture and develop a long-term, mutually beneficial partnership.

Continuity of management and work teams will support the development of strong working relationships and promote understanding of your requirements.

Account Management

Allocation of a single point of contact to manage your contract ensures communications are streamlined and effective, and promotes accountability and responsiveness.

Transparency is provided through a tailored performance management reporting suite comprising real-time KPI data.

Customer Care

We have established a dedicated national Customer Care team who are responsible and accountable for managing our interactions.

Our Customer Liaison Officers receive soft skills training in customer care, equality and diversity and safeguarding to ensure that they are fully receptive to and appreciative of customer concerns.

Customer Service

They maintain accurate records of management information in accordance with the pre-agreed Key Performance Indicator framework for discussion at contract review meetings.

Customer & Client Feedback

Improvement Forums and 360 Degree Feedback Sessions are held with our Clients and customer representatives to capture their thoughts and opinions on the service received.

This invaluable information is used to refine and develop our approach and methods of operation, ensuring lessons are learnt and facilitating continuous improvement.