Customer Charter
Customer Service Charter
- We will be courteous, professional, honest and trustworthy in everything that we do.
- We will treat everyone equally, irrespective of race, colour, ethnic or national origins, gender, religion, creed or belief, sexual orientation or disability.
- We will provide all services efficiently and in accordance with relevant legislation and industry codes of best practice.
- If we undertake to do something, we will do it in accordance with the stated timescale.
- We will always answer telephone calls, when available to do so.
- We will return telephone messages as quickly as possible and at the latest by the same time on the following working day.
- We will respond to letters, faxes and emails as quickly as possible and at the latest within 5 working days.
- We will attend appointments and meetings promptly as arranged.
- We will correctly classify repair requests and prioritise them in accordance with the urgency of the repair.
- So far as possible, we will keep residents informed of the progress of repairs.
Complaints Procedure
Eastwood Management is committed to providing a high quality management service.
When something goes wrong we need you to tell us about it, as this will help us to improve our standards.
Our policy is to respond to all complaints within 5 working days if possible. If more time is required you will receive an acknowledgement that will give an indication of when a full reply will be sent. The first point of contact for any complaint will be the Property Manager responsible for the management of your development.
If, after raising the matter with the appropriate Property Manager, you are still dissatisfied, the complaint should be put in writing to the Managing Director.
