CUSTOMER SERVICE STANDARDS

Our customers are our top priority, and we want to make sure that every client has the assurance that their issues or concerns will be treated with great care and attention to detail. 

The services that we provide are co-ordinated to meet the needs of each individual client, and we place importance on delivering our services in a professional, ethical and accountable manner.


Our Paige and Petrook Service Principles:


  • To value all of our customers and treat each and every client with equal respect

  • To be clear and concise in our documentation and to avoid using unnecessary small print 

  • To adhere to best industry practices and maintain high standards

  • To set realistic expectations and strive to deliver above and beyond

  • To clearly explain all transactional processes to clients and to keep them well informed

  • To answer calls quickly and, if unavailable, to respond within 24 hours

  • To aim to achieve the best results for our landlords, tenants, clients and buyers

  • To set a positive example within our industry and within the local communities in which we live and work

  • To be knowledgable and progressive in terms of our thinking and delivery

  • To truly get to know our customers and offer our clients a high quality, professional and expert service.


Communication


We believe that it is essential to provide clients with materials that are presented in a clear, concise and orderly fashion. Moving house can be stressful, and we don’t want to add any unnecessary stress. 

To ensure that our clients fully understand the terms used in contracts, we take time to explain in full certain aspects that they may be unfamiliar with. However, this does not constitute legal advice and we do recommend consulting a legal professional for all matters relating to law. 

A great deal of consideration is taken into ensuring that the documentation appropriate for each individual property and that it is presented in a clear, easy to understand format. 


Privacy


We do not give out any personal information you provide us with unless lawfully obligated. You have the right to access any of your personal information that is kept by Paige and Petrook. 


Complaint Resolution


If you do have an issue or complaint with any of our services, we would appreciate hearing from you. In the first occurence, please direct all contact to the director of Paige and Petrook or management@paigeandpetrook.co.uk / 0208 866 5666