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Guardian Charter

Our Purpose

Our purpose is to deliver sustainable property security and management to our property owner clients and to provide safe living spaces for working adults (Property Guardians).

This Guardian Charter has been created with our customers’ experience, safety and satisfaction in mind and is underpinned by our Quality Management System and our robust company culture. It is a primary objective for us to maintain and continuously improve the level of customer service our Property Guardians receive. It is through our safe hands approach that we build a great customer experience for our Guardians.

Key Workers

Our standards

As an organisation, we adhere to the following, which have been created to ensure staff productivity and development and customer satisfaction.

Team Behavioural & Cultural Norms

Customer Service Norms

Environmental Management System (EMS)

Quality Management System (QMS)

ISO9001 and ISO14001 (working towards ISO45001)

BS8584:2015 - British Standard for Vacant Property Protection Services

Ideal Supplier Selection Process

Ideal Guardian Selection Process

Ideal Team Player Recruitment Process

KPIs

If at any time you find our service not to be in line with this charter, please contact us.

Our promises to you

  1. We will respond to all of your My Globe tickets within 24 hours.
  2. We will resolve all maintenance issues inline with our established priority system.
  3. We will respond to all online queries and comments within 24 hours.
  4. We will adhere to the BS8584:2015 – British Standard for Vacant Property Protection Services.
  5. We will adhere to our Equality, Diversity and Inclusion Policy.
  6. We will ensure that the property you live in is health and safety compliant at all times.
  7. We will ensure that you receive no less than 28 days, notice to vacate the property you live in.
  8. We will ensure that your living space is inspected monthly to maintain the condition of the property you live in.
  9. We will provide you with a 24/7 phone line in order for you to reach our team in an emergency.
  10. We will continue to provide our team with training and development opportunities to better the customer service we provide to you.
  11. We will employ Ideal Team Players who pass our stringent recruitment process.
  12. We will select and stringently qualify responsible Property Guardians to share with you, the property you live in.
  13. We will conduct at least quarterly welfare calls to you, via our Guardian Liaison Team.
  14. We will ensure that appropriate Personal Protective Equipment (PPE) is worn when we enter the property you live in.
  15. We will only outsource maintenance work to qualified contractors who pass our Ideal Supplier Selection Process.
  16. We will acknowledge all complaints within 24 hours.
  17. We will adhere to our Fair Key Payment Return Policy.

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