All our operational teams serving our customers are continuing to work from home in light of the ongoing public health guidance and restrictions in response to the coronavirus (Covid-19). Since March 2020, through remote working, we have been able to maintain a full service across all our customer facing teams using e-mail and online contact methods.
We would like to thank our customers for their co-operation and understanding during this challenging period. Our staff have worked very hard to maintain services and commitments to turnaround times, despite the challenges of remote working, and we are continually reviewing our procedures during this time to best serve customer needs.
Customer contact options during remote working.
Due to technical barriers in operating our contact centre away from the office, we have not so far been able to take live inbound customer telephone calls, although our Customer Service team have been able to make calls out to customers for the most urgent or complex cases.
We can however quickly and efficiently communicate with customers through the secure customer portal on this website or by e-mail at firstname.lastname@example.org. We strongly encourage any customer who has not so far registered for the secure customer portal to do so. All you need is your unique online key, which will be shown on your invoice. You can find a guide on how to register and use the portal here.
You can still make automated card payments quickly and simply by phone by calling 0330 088 7953 or 020 3966 2974 and selecting Option 1, in addition to the secure online payment option via the customer portal.
Although we are able to receive and process cheques, letters and documents sent to us by post, we strongly urge any customer or conveyancer who needs to make an urgent payment, query or transaction to contact us using one of our online contact methods, and send payments online.