Our customers rightly expect a seamless approach to communication. They want to be able to access information quickly online and have various options for contacting their managing agent. We’re committed to meeting these expectations by strengthening our communication channels and making it easier for customers to stay informed. While property management can involve complex issues and coordination with third parties, we’re focused on providing clear updates and realistic timelines to ensure any issues are resolved as quickly and as transparently as possible.

Our commitment to customers

Redefining our strategy and putting customer satisfaction at the core.

This has included localising teams, investing in new systems and processes, enabling customer feedback and a dedication to resolving queries as quickly as possible 

Giving customers quick access to information around the clock. 

We have invested in improving and relaunching our ‘My Home’ digital platform, giving residents immediate access to relevant information about their property, providing a faster means of communicating queries and keeping them updated on progress.

  • Since its relaunch in April 2024, over half of our customers have now signed up to My Home, with thousands logging in every day to access development news, make payments and view account information.
  • We are investing further in the platform to provide more user capability and information around service charges and financial information which we know is important to our customers. 

Bringing customer service centres back to the UK. 

In early 2025, we re-established all FirstPort customer service teams in the UK to reflect our new localised focus. Teams are based regionally, supporting our local property managers and fostering a closer relationship with our customers. By providing customers with self-serve information on My Home and with more queries being resolved at the first point of contact, more customers are finding what they need quickly and easily, which has reduced the number of calls we receive.

Focusing on faster resolution. 

We want to deliver a greater consistency of service, allowing issues to be triaged and resolved quicker. Our new approach is helping customers get the support they need promptly and efficiently. It has not only improved the speed at which we acknowledge queries, but we’ve also seen a rise in the number of queries being resolved at the first point of contact.  

Listening to customers’ priorities. 

We care about what our residents think about the service they receive. To reflect that we’re actively asking our customers what they want from us – and introducing new ways for them to provide feedback.

Complaints & redress

In cases where service issues are escalated to a complaint, our objective is to resolve the problem in a way that meets the needs of all parties, which may include residents, their neighbours, ourselves and the building freeholder. Typically, our focus is on seeking to address the root cause of an issue and to fix it. Where an agreement cannot be reached, cases may progress to an independent review. This is usually carried out by The Property Ombudsman, or in some circumstances by the Building Safety Regulator or the Energy Ombudsman.

To find out more about our complaints procedure, please click here.

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