Our commitment is to provide our property occupiers with an unrivalled level of service which we seek to achieve by treating you as valued customers.

This means engaging with you and then listening to your needs and, where possible, changing our approach to the mutual benefit of all concerned. 

Examples of where we have changed practices to help our property occupiers include:

• The creation of a dedicated team focused on providing a single point of contact for accounting enquiries for those customers with multiple lettings, so that they do not have to deal with different account managers for each property they occupy. 
• Enhanced invoicing process so that charges for different properties can be issued to different billing addresses, as many of our customer’s process their payments through regional offices rather than via their head offices.
• Additional information to explain increases in insurance premiums over 10%, which will be issued with the invoices and the schedules of cover.
• The contact details for Account Managers, as well as the Service Charge Accountant responsible for each property have been added to invoices. These are also displayed within both the budget and service charge booklets which we issue each year.

We would welcome your comments on the service we provide, or additional service you would like us to provide. You can either contact us through your Account Manager or by e-mailing the Property Accounts Manager.