Communication Policy

We always strive to respond to every customer in a timely and accurate manner. Our policy on this is as follows;

Initial Response: We will aim to respond to any customer communication during the working week (Monday to Friday) within four hours. This covers telephone, email and social media communications. At Weekends and all Public Holidays this response time is extended to eight hours.

Work Scheduling: Should an issue need investigation or a further response we aim to start this work within 24hrs of being made aware of any issue, during the working week. At weekends and Public Holidays the work will aim to commence within 48hrs.

Resolution: We aim to resolve all complaints within five working days.


We believe that these response times are class leading and set a clear benchmark for customer and staff expectations.