Our Performance Pledge below shows you the standard of service which you can expect from us. It also describes the steps you can take if you want to make any comment on the service you have received or to complain about the way the service has been delivered.
It is our aim to provide efficient and effective service for customers. In cases where deficiencies and defects adversely affect the daily life of our customers or disrupt their normal activities, immediate action will be taken to rectify the situation. In other cases, the performance standards as specified in the various areas of service will be complied with. The Property Manager will always endeavour to restore the situation to normal within the shortest possible time.
We attend to all requests and complaints received and take the necessary action with the best of our ability.Straight-forward enquiries and complaints received will be handled instantly. For written enquiries and complaints, an interim reply will be given within seven days and a substantive reply within three weeks.An acknowledgement card with date and reference number will be issued to the complainant for reference after a complaint, whether oral or written, has been lodged and registered in our Complaints Record Book.
A 24-hour Customer Service Centre attached to Headquarters operates a tele-reporting system which ensures that the estate is properly manned and estate services function normally at all times. Reports of emergencies can be made to the Centre at any time. The Centre despatches experienced technical and engineering staff to attend to emergencies and to carry out urgent repairs within the shortest time. Our 24-hour Customer Service Centre Hotline is 2508 6777.
Lifts, escalators, air-conditioning systems, fire services systems, plumbing and drainage systems, and power supply systems are regularly maintained by experienced maintenance contractors to ensure breakdowns are kept to the minimum. While cleaning and security services are normally contracted out to reliable and reputable companies, regular checks are conducted to ensure good performance.
Our company welcomes any comments and suggestions on the way in which our services can be improved. A questionnaire survey is conducted annually to collect views from residents.
If you feel that your concern has not been dealt with adequately, you may telephone or write to:
Executive Director (Operations)
Savills Guardian Group
7/F Cityplaza One
1111 King¡¦s Road
Taikoo Shing
Hong Kong
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