This procedure sets out our commitment to providing clear, professional and timely communication with all clients and customers. It applies to all aspects of our estate agency and letting agency services.

We will communicate by telephone, email, SMS and/or letter and will deal promptly in response to reasonable requests and communications.

Our contact details are as follows: -

01505 331114
info@emmersonhomes.com
36 High Street, Johnstone, PA5 8AH

Where requested to do so, we will try to accommodate a person’s preferred method of communication, wherever possible.

We will aim to acknowledge communications within 5 working days, respond in full to urgent communications within 7 working days and respond in full to all other communications within 10 working days.

There may occasionally be circumstances outwith our control which prevent us from adhering to these timeframes. These include: -

  • when the office is closed for weekends or public holidays;
  • where adverse weather or sickness has led to staff shortages;
  • where we cannot respond in full without the input of a third party (e.g. vendor, solicitor, contractor, landlord, tenant) who is not available;
  • where a property inspection or visit is required before a response can be provided;
  • where access to a property has been restricted or delayed; or
  • where the member of staff handling your matter is temporarily unavailable.

If we are unable to respond in full within the timeframes outlined above, we will keep you informed of when you can expect a response.

We will not communicate with anyone in any way that is abusive, intimidating or threatening.

A copy of our complaints procedure will be made available on request or can be found on our website.

Additional Information

As Letting Agents, we adhere to the Lettings Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made

Our estate agency services are provided in accordance with the Estate Agents Act 1979, the Consumer Protection from Unfair Trading Regulations 2008, the Business Protection from Misleading Marketing Regulations 2008, and any other applicable legislation and professional standards

This procedure will be reviewed periodically to ensure it remains accurate and compliant with current legislation and best practice.