Customer Service Charter

• Property Repair will contact the client within 30 minutes of receipt of the instruction.
• For all emergency claims, Property Repair will visit the policy holder within 3 hours of our initial contact.
• For non-emergency claims, Property Repair will visit the policy holder within 48 hours of our initial contact, or at another time convenient to the customer.
• Property Repair representatives will be well presented, courteous and act in a professional manner at all times.
• Property Repair will project manage the incident to re-establish a pre-incident state, if feasible, as soon as possible.
• Property Repair will advise the policy holder on action we propose to take and keep updated on our progress.  A written damage report will be issued to the policy holder, if requested.
• Our written report and estimated costs will be despatched within 48 hours of our initial visit.
• Property Repair will notify any changes from our initial report should they arise and produce interim reports every 28 days where the restoration work required is more prolonged.
• Property Repair will deal with any complaint quickly and effectively through the Company’s complaints procedure.
• Property Repair will ensure the development of business relationships is carried out in a positive and professional manner.