Like most businesses, we know that our success lies in delivering excellent service to you, our customer. Our customer service charter sets out our commitment to provide you, our customer, with the service you can expect.
WHO WE ARE AND WHAT WE DO
OUR CUSTOMER SERVICE PRINCIPLES
RESPONSIVENESS
We will respond promptly to your enquiries through our phone and web service
We aim to respond to phone enquiries and emails within one working day – and mail correspondence within 10 working days
We will provide accurate and up to date information, when you need it
QUALITY SERVICE
We have extensive experience of the issues that affect international students and their families studying in London
We aim to tailor our response to your needs
We aim to provide good quality, value for money homes and services and enrich your stay in London
You will receive the same excellent service standard if you receive services from one of our contractors
CONFIDENTIALITY
We have systems in place to ensure that we protect your confidential information
SFPG recognises its responsibility and is committed to a policy of preserving the confidentiality of data as required by the General Data Protection Regulation 2018
TRANSPARENCY
We are open and transparent about our processes
We aim to provide consistent and clear information across our communication channels but particularly through our website
Our staff and Board must disclose conflicts of interest
We will give you access to your personal information if you request it
PROFESSIONALISM
Our dealings with you will be conducted with respect, integrity and honesty
Our staff will focus on providing you with a friendly and responsive service tailored to your individual needs as far as possible
Every customer is treated equally.
IF YOU USE OUR WEB SERVICES, YOU CAN EXPECT
To contact us when and where it is convenient for you
The website to be easy to use, with easy navigations and customised content so you can quickly find what you need
If you sign up to receive our information, to always have the option to unsubscribe.
If fire breaks out in your flat
To be able to contact us between 9.30am and 5.00pm on normal working days (10.00am and 5.00pm on Fridays)Our staff to answer our phones or see you in person as soon as possible.
IF YOU HAVE AN EMERGENCY OUT OF WORKING HOURS
You will have access to a local warden
You will have access to an emergency repairs service
Depending upon the nature of the emergency we will respond appropriately. This could mean an immediate response or it could mean waiting until the next working day.
TO ALLOW US TO HELP, WE EXPECT YOU TO
Give us information that is timely, accurate and complete
Take the time to understand your tenancy obligations and aim to fulfil them
Treat our staff politely and respectfully
Provide us with honest, constructive feedback on our services
Contact us if you believe we have made an error or acted inappropriately, and wish to make a complaint.
FEEDBACK – COMPLIMENTS, COMPLAINTS, SUGGESTIONS
We welcome all constructive feedback because it helps to improve our service. And if we’ve done something wrong then we want to put it right and learn from the experience.We carry out regular telephone surveys to ensure that our maintenance and cleaning services are meeting your needs. We carry out a major survey of residents’ views every two years and all residents are invited to participate. Our Board of management receives regular reports on resident feedback.All customers have the right to raise concerns and make legitimate complaints and expect that the issues raised will be handled in a fair, confidential and responsive manner, free from repercussion or prejudice. If you wish to raise a formal complaint please ask for a copy of our complaints procedure or just go to our website where what to do is clearly explained.
