Customer care
We are committed to delivering the best possible service to our customers whilst they embark on their house purchase journey. This process needs to be enjoyable as well as providing you with a professional and joined-up approach. To help us achieve this, we have developed a set of service standards to ensure our performance is of a high quality.
Phone calls
Our promises:
- We will answer 85% of calls to our main number within 20 seconds
- We will ensure that less than 10% of our calls are abandoned (where the call ends before being answered)
- We will greet you politely. Staff will be available during opening hours so they can answer your enquiries
- We will make sure you can leave a message or speak to another member of staff if someone is away from the office
- We will keep voicemail messages up-to-date when staff are away from the office for more than a day
- We will reply to messages by the next working day (unless the staff member is away)
- We will monitor the service you receive by carrying out mystery shopping checks
Online and email enquiries
Our promises:
- We will send a full reply to enquiries via our website within three working days
- We will ensure a message is on our email system if we are away for one day or more
Attending our events and open days
Our promises:
- Our staff will be courteous and professional at all times
- All Catalyst Housing staff will wear name badges
- All our show homes will open no later than five minutes after the advertised times
- We will provide you with all the information required to reserve a property
- Any information we do not have, we will provide to you within 48 hours (working days only)
- We will ensure that any third party service suppliers attending our events are professionals and experts in their fields
Customer experience
Buying a home is the biggest financial commitment you are likely to make. Our experienced and professional team will work to ensure that your sale or rental experience is free of stress and that you receive good customer care.
Our promises:
- We will provide you with detailed information about the property you are either renting or buying so that you can make an informed decision
- Our marketing materials are free of jargon and are an accurate representation of the development/property
- You will receive health and safety advice before you visit our construction site
- We will keep you informed at every stage of the process – providing regular updates on the construction and the completion date of your purchase
- The property will be completed to our high standard. We will not compromise on quality in order to complete early on a sale
- A dedicated Customer Representative will ensure that all the features of your home have been explained and demonstrated to you when contracts are exchanged. We will provide an after-sales service answering any queries or complaints you may have
