Customer Charter

Our Commitment to our Customers

We aim to deliver the best possible service for all our customers, both landlords and tenants.  Girlings is committed to treating its customers with fairness, courtesy and integrity. We aim to provide a prompt, reliable and responsive services, delivered by friendly and well-informed staff who are able to deal with your requirements professionally.

While we aim to treat all customers equally, we recognise that some of our customers may be vulnerable. We have in place appropriate procedures and relevant training to deal with vulnerable customers.

We continuously monitor and evaluate our performance in order to meet rising customer expectations. For this reason, we welcome feedback on our service, both positive and negative and take any complaints seriously.

Our Targets

We set performance targets covering all aspects of our customer service including:

  • Answering telephone calls promptly in a friendly and helpful manner
  • Returning calls promptly
  • Writing letters clearly and concisely avoiding unnecessary legal terminology
Our Complaints Handling Process

The Girlings brand is operated by Touchstone Corporate Property Services Limited (Touchstone), a subsidiary of Places for People Limited.

Touchstone are committed to providing high quality services. We acknowledge, however, that as human beings we may on occasion get things wrong or make mistakes. To deal with such matters, as a firm Regulated by RICS, we operate a complaints handling procedure (CHP) in accordance with RICS Policy Standards. We hope you never have to use it, but in keeping with our ethos of being open, honest and transparent, our Complaints Handling Procedure is available for you to download.