Guardian Charter

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.