Service Delivery Policy

01. Scope of services

MEADOW COURT MANAGEMENT LIMITED provides residential property management and coordination services where these have been agreed with the relevant client, property owner, residents’ management body or other authorised party.

Depending on the relevant agreement, services may include:

• Management and oversight of communal areas.
• Receiving and recording maintenance reports.
• Coordinating maintenance enquiries and approved repair arrangements.
• Communicating with contractors and other relevant service providers.
• Coordinating planned maintenance, cleaning and grounds maintenance.
• Providing information about shared facilities and building procedures.
• Communicating with residents and relevant property representatives.
• Arranging or recording property inspections where included in the agreed scope.

The exact services available for a property depend on the management agreement, the authority granted to us, the property arrangements and any applicable legal obligations. A service listed here is not automatically included in every property management arrangement.

02. Starting a service request

Service requests and general enquiries may be submitted through our Contact page or by using the contact details at the end of this policy. Maintenance concerns should include enough information for us to identify the property and understand the issue.

Where relevant, please provide:

• Your name and contact details.
• The full property address, building name or relevant communal location.
• A clear description of the request or problem.
• When the issue was first noticed and whether it is continuing.
• Photographs or other relevant supporting information, if safe and appropriate.
• Any known access restrictions or immediate safety concerns.

We may ask for further information before deciding how a request should be handled. A submission does not, by itself, confirm that a service has been accepted, that expenditure has been authorised or that a contractor has been instructed.

03. Our delivery process

Subject to the agreed service scope and the circumstances of the request, we generally follow the steps below.

Not every request will require every step. The process may vary depending on urgency, authority, access, technical requirements and whether another party must make a decision or carry out the work.

04. Timescales and service updates

The time needed to progress a request depends on its nature, completeness, urgency, the relevant management agreement and the availability of people or services required to deal with it.

Where a specific timescale has been agreed in writing, we will use that as the applicable service target, subject to the terms of the agreement and any circumstances that reasonably affect delivery.

Unless expressly agreed otherwise, we do not guarantee a fixed acknowledgement, inspection, contractor attendance, repair completion or resolution time for every request.

If additional information, access, authorisation or third-party action is required, progress may depend on receiving it. Where appropriate, we will communicate relevant updates using the contact details provided.

05. Maintenance reporting and coordination

Maintenance reports are assessed according to the information available, the apparent nature of the issue and the responsibilities established for the property.

Depending on the circumstances and our authority, we may record the report, request further details, refer it to an authorised decision-maker, contact a suitable contractor or coordinate a further assessment.

We may need to obtain approval before arranging work, particularly where expenditure exceeds an agreed limit, the work affects shared property or the decision belongs to a landlord, freeholder, residents’ management company or other authorised person.

The contractor or other appointed professional is generally responsible for carrying out the work within the scope of their appointment. We do not represent that a maintenance report alone guarantees that work will be approved, scheduled or completed.

06. Contractors and third-party services

Some property management activities require the involvement of independent contractors, maintenance providers, inspectors or other third parties.

Where included in our agreed responsibilities, we may help coordinate communications, arrange access, pass on information, seek quotations or follow up on reported progress. The precise role we perform depends on the agreement and the authority given to us.

Third-party availability, materials, technical findings, weather conditions, scheduling, permissions and other circumstances may affect delivery. We will not knowingly describe an unconfirmed appointment or completion date as guaranteed.

Any contractor appointment, warranty, insurance, workmanship obligation or direct contractual relationship will depend on the relevant contract and applicable law. Nothing in this policy removes rights or responsibilities that cannot lawfully be excluded.

07. Property access and cooperation

Some inspections, maintenance activities or contractor visits require access to private areas, communal spaces or building facilities. Access must be arranged in accordance with the relevant property documents, permissions, safety procedures and applicable law.

Where access is required, we may ask the relevant person to confirm arrangements, provide necessary instructions or make the area reasonably accessible.

If access cannot be obtained, an appointment is missed or essential information is unavailable, the service may need to be rescheduled or delayed. We will consider reasonable alternatives where practicable and appropriate.

Residents should not enter restricted areas, interfere with equipment or attempt repairs that may be unsafe or outside their competence.

08. Communication and records

We may communicate by email, telephone, written correspondence or other contact methods agreed for the property or request. Please provide accurate contact details and notify us if they change.

Updates may include requests for further information, confirmation of an authorised next step, known scheduling information, an explanation of a delay or notification that another party needs to make a decision.

We may retain relevant enquiries, maintenance reports, correspondence, instructions and service records for operational, contractual, legal and accountability purposes. Personal information will be handled in accordance with applicable data-protection law and our Privacy Policy.

Please see our Cookie Policy for information about cookies and similar technologies used on the website.

09. Urgent and emergency situations

Our website and routine enquiry channels should not be treated as emergency communication services. Sending a message through a website form or email may not result in immediate review.

If there is an immediate threat to life or serious danger, contact the emergency services on 999. If you suspect a gas leak, leave the affected area and contact the appropriate emergency gas service. Follow instructions from emergency services and relevant utility providers.

For urgent property damage or safety concerns, use any emergency reporting arrangements provided for your building or management agreement. If you are unsure which route applies, contact the relevant property representative or emergency service as appropriate.

Do not wait for a routine acknowledgement or complaint response before taking reasonable steps to protect people from immediate danger.

10. Fees, costs and approvals

Any management fees, service charges, contractor costs, inspection fees or other charges are determined by the relevant agreement, approved budget, appointment or other applicable arrangement.

Where we are required to obtain approval before instructing work or incurring a cost, we will follow the applicable approval process. A request for assistance does not itself constitute approval to incur expenditure on another person’s behalf.

We will not use this policy as a substitute for the contractual documents governing fees, payment obligations, expenditure approval or service-charge arrangements. Any applicable statutory rights and obligations remain unaffected.

11. Delays, limitations and changes

Service delivery may be affected by factors outside our reasonable control, including severe weather, emergencies, unavailable contractors, supply shortages, access restrictions, incomplete reports, pending approvals or the need for further technical assessment.

If a material delay or change becomes apparent, we will aim to communicate the relevant information where appropriate and explain any action needed from the client, resident or another authorised party.

Where the requested service falls outside our agreed scope or authority, we may explain the limitation and, where practicable, identify the appropriate person or organisation to contact.

Nothing in this policy excludes or restricts any consumer or other legal right that cannot lawfully be excluded or restricted.

12. Questions, dissatisfaction and complaints

If you need an update on an existing request, please provide the property address, a brief description of the matter and any reference details already supplied.

If you are dissatisfied with the handling of a service request, you may raise a complaint in accordance with our Complaints Policy. Please explain what happened, the steps already taken and the outcome you would like us to consider.

Requests to cancel a service or questions about applicable cancellation rights should be considered under the relevant agreement and our Service Cancellation Policy.