Customer care policy

Last updated: December 2025

1. Purpose

PropCall is committed to delivering a professional, reliable, and responsive customer care service to the property management sector. As an out-of-hours and daytime overflow property management support service, our role is to act as an extension of our clients’ businesses. This Customer Care Policy sets out how we engage with clients and their customers, the standards we work to, and how we ensure concerns are handled fairly and consistently.

2. Scope

This policy applies to:

  • All PropCall employees, contractors, and agents

  • All services provided by PropCall, including out-of-hours call handling and daytime overflow support

  • All communication channels, including telephone, email, and system-based communications

3. Our Customer Care Commitments

PropCall is committed to:

  • Providing courteous, professional, and respectful service at all times

  • Responding promptly and accurately to all enquiries

  • Acting in accordance with client instructions, service level agreements, and industry best practice

  • Handling information securely and in line with data protection requirements

  • Treating all customers fairly, without discrimination

  • Continuously improving our service based on feedback and performance review

4. Service Standards

We aim to ensure that:

  • Calls and enquiries are handled efficiently and professionally

  • Information is recorded accurately and passed to the correct party without unnecessary delay

  • Urgent issues are identified and escalated in line with our standard operating procedures (unless the customer has specifically requested a client-defined process).

  • Communication is clear, calm, and empathetic, particularly in stressful or emergency situations

5. Responsibilities of Our Team

All PropCall team members are responsible for:

  • Representing PropCall and our clients professionally

  • Following agreed client procedures and scripts

  • Maintaining confidentiality at all times

  • Escalating issues appropriately where required

  • Cooperating fully with complaint investigations and service reviews

6. Feedback and Complaints

PropCall welcomes feedback as an opportunity to improve our service. Where a client wishes to raise a concern or complaint, it will be handled in line with our PropCall Complaints Procedure, ensuring concerns are addressed promptly, fairly, and professionally.

Summary of Our Complaints Approach

  • Complaints are acknowledged promptly

  • Investigations are objective and handled by appropriate senior team members

  • Clients are kept informed of progress and outcomes

  • Clear escalation routes are available where required

Full details of how to submit a complaint, response times, investigation processes, and escalation stages are set out in the PropCall Complaints Procedure.

7. Accessibility and Fair Treatment

PropCall is committed to providing accessible and inclusive customer care. We will make reasonable adjustments where possible to support customers with additional needs and will ensure all interactions are conducted with respect and professionalism.

8. Confidentiality and Data Protection

All customer interactions, feedback, and complaints are treated as confidential. Information is stored securely and handled in accordance with applicable data protection legislation and internal data security policies.

9. Monitoring and Continuous Improvement

Customer care performance and complaint trends are regularly reviewed by senior management. Lessons learned are used to:

  • Improve processes and training

  • Enhance service quality

  • Reduce the likelihood of recurring issues

10. Policy Review

This Customer Care Policy is reviewed regularly to ensure it remains effective, compliant, and aligned with PropCall’s services and the needs of the property management sector.

Detailed customer & client care service levels and responsibilities can be found in full in our package contracts