• Acknowledge all online and email enquiries within one working day.
• Answer all general enquiries within five working days.
• Respond to complaints at the first stage within 20 working days
• Complete conveyancing enquiries within 20 working days,
• Fully reply to sales requests from solicitors within 20 working days.
• Answer service charge queries within 30 working days.
• Reply within the timescales above, but if we are unable to do this, we will tell you when you can expect a full response.
• Promote and continually develop ways you can access our services online.
• Provide you with a named contact and a phone number for any issues you report to us.