Customer Service Charter

Ashmore Residential Customer Service Charter

Ashmore Residential is committed to delivering exceptional lettings and property management services across the areas of its operation . This Customer Service Charter outlines what landlords, property owners, and tenants can expect from our team — and what we ask in return.

Our Commitments

For Landlords & Property Owners:

    • Prompt Communication
      All enquiries are acknowledged within 1 working day, with full responses typically within 48 hours.
    • Transparent Management
      You’ll receive clear fee structures, accurate statements, and regular updates on your property and tenancy status.
    • Legal Compliance
      We keep you informed and protected by adhering to all current lettings regulations and landlord obligations.
    • Property Care
      Maintenance and repairs are actioned promptly, using vetted contractors to protect your investment.
    • Tailored Service
      We personalise our service to match the requirements of each property and landlord.

For Tenants:

    • Respectful Service
      We treat all tenants with courtesy, fairness and professionalism throughout the tenancy.
    • Fast Maintenance Response
      We address reported issues promptly and work with trusted suppliers to ensure your home remains safe and functional.
    • Clarity and Communication
      We ensure tenancy documentation, rights and processes are clear and transparent.

Our Professional Standards

    • We are members of professional and regulatory bodies.
    • All client funds are held securely in compliance with client money protection rules.
    • We uphold strict data privacy as outlined in our [Privacy Policy].

Suppliers and Contractors

We expect all contractors working on our behalf to reflect our standards of courtesy, reliability and professionalism when engaging with tenants and landlords.

Feedback and Complaints

Your feedback is welcome — it helps us improve. If you have a concern, please contact us directly:

Ashmore Estates Limited T/A Ashmore Residential
5 Netherby Gardens, Oakwood, Enfield, EN2 7PA
Email: office@ashmoreresidential.com
Phone: 020 8366 9777

Review and Updates

We review this charter annually to ensure its continued relevance.

Last updated: 16/06/2025