Edinburgh Stair Partnership service standards
At ESP we are determined to provide you with the best possible service. That’s why we operate to a set of standards that let you know exactly what you can expect from us.
When you contact us:
- we will offer information on our service in a number of ways and all of them will be easy to understand
- if you ask us for a brochure or leaflet we will send it to you within five working days
- we will reply to all letters and e-mails within 10 working days
- we will answer all telephone calls within five rings and give you the name of the person you are speaking with
- if you make a complaint about our service and we can’t sort it out on the spot, we will reply to your complaint within 10 working days
When you apply to join ESP
- when all the owners in a stair sign the management contract and pay the joining fee, we will send you a welcome pack within 10 working days
When you join ESP
- when we receive a tender from a contractor and there is not a statutory notice in place we will send out the tender results to owners within 20 working days
- when you let us know about a problem in a communal part of your tenement, we will take steps to look at the problem within 5 working days
- when the work is completed on your tenement, we will carry out a final inspection, finalise the costs and we will then send the owners an ‘End of Works’ report within 20 working days
- after work has been completed we will ask you whether you were satisfied with the service you received
If you have any comments or suggestions regarding these service standards please let us know.
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