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Service Level Agreement

SLA JUNE 2019 -  CLIENT SERVICE LEVEL AGREEMENT

The contents of this document will be reviewed periodically and updated as we consider appropriate. We will endeavour to attain these service levels no matter the circumstances and will work with clients to identify those service criteria most critical to their individual development and requirements.

Please download the current version above and view the PDF to find out more.

 

All previous versions of the current SLA are avaiable on request.

 

A summary of the changes:-

First Issue – October 2012

1st Update – October 2013

  1. Pages 5/6 – Cover and Premiums & Claims details updated.
  2. Pages 9/10 – Transfer of Management updated.

2nd Update – April 2015

  1. Cover page amended to include all offices
  2. Page 3 – Emergency Works updated with new Loss Adjusters details
  3. Page 6 – New Section added – Property Owners Liability (POL)
  4. Page 6 – Claims updated with new Loss Adjuster
  5. Page 9/10 - Complaints Procedure updated, responsible persons added for the property management east and west divisions, and also the Insurance Services

3rd Update – December 2015

  1. Rebrand applied
  2. Contents re-indexed to make it more user friendly
  3. Section 1.c – Inspections updated
  4. Section 6.n – New heading added for Reinstatement Valuations
  5. Section 9 – Debt Recovery stages updated
  6. Section 13 – Insurance Services – paragraphed added detailing HOHP can also deal with beaches of factor’s duty in relation to insurances
  7. Section 14 – Transfer of Management updated

4th Update – May 2016

  1. Sections 1a/b/c of the December 2015 SLA moved to Section 10.iv/v/vi
  2. Section 1.i – Inspections updated
  3. Sections 5.k Account Disputes of the December 2015 SLA moved to a new Section 9 - Account Disputes
  4. Section 6.iii Insurance – Difference in Conditions section added
  5. Section 6.iv Insurance – Reinstatement Valuations renamed to Building sum insured and updated
  6. Section 6.v insurance – New section added for Material Facts
  7. Section 6.vi insurance – Claims updated
  8. Section 8.ii Accounting - Methods of Payment updated
  9. Section 9 Account Disputes – Debt recovery stages updated
  10. Section 12/13/14 Complaints procedures – updated
  11. Section 15 Transfer of Management – updated

5th Update – July 2016

  1. Section 6.iv insurance – Building sum insured updated
  2. Section 9.iv Account Disputes – New section added for court proceedings
  3. Section 10.i & 10.ii Communication – Telephone, Letters & E-mail updated
  4. Section 13 Complaints – HOHP contact details updated to new First tier Tribunal details

6th Update – December 2016

  1. Section 13 Complaints – HOHP contact details changed to First tier Tribunal details

7th Update – February 2017

  1. Section 7.11 Fees – Apportionment Fee updated

8th Update – April 2018

  1. Paisley Office removed from front page, and from Sections 10.vi & 12.ii
  2. Section 2.i - Emergency Works – Loss Adjusting details updated
  3. Section 6.iii - Difference in Conditions replaced with the Request for non-renewal of building insurance section
  4. Section 6.iv - New Section added for Evidence of insurance
  5. Section 6.v - Building sum insured updated
  6. Section 6.vii – Claims, Loss adjusting details updated
  7. Section 6.viii - Insurance commission updated
  8. Section 7.ii - Apportionment Fee updated
  9. Section 8.ii – Methods of Payment updated
  10. Section 16 - Data Protection – New section added

9th Update – April 2019

  1. Section 13 – Complaints updated – Mr Fulton's details removed and Andrew J Cunningham's details updated

10th Update – June 2019

  1. Section 13 – Complaints updated – A new Complaints Manager has been identified for each of the Glasgow, Edinburgh and Dundee Office