C U S T O M E R
C H A R T E R 

OUR CUSTOMER CHARTER

We are committed to delivering an exceptional standard of service, built on professionalism, trust, and long-term relationships. Our priority is to ensure every client experience is seamless, responsive, and tailored to your individual needs.
Our approach is centred around accessibility, transparency, and attention to detail, ensuring that working with us is both effortless and rewarding. Whether engaging with us in person, by phone, online, or through any of our service channels, you can expect a consistently high level of care, communication, and professionalism.
We greatly value the trust placed in us and take pride in providing a service that is personable, proactive, and results-driven. Our commitment extends beyond simply meeting expectations, we strive to exceed them by delivering dependable support, expert guidance, and a service experience defined by excellence at every stage of your journey with us.

As such, you can expect the following from us:
  1. We are available for you online 24 hours a day, 7 days a week. You can contact us by phone 9am to 5pm (GMT/BST) Monday to Friday.
  2. We aim to answer your calls promptly, or when you leave us a message, we’ll come back to you within a working day.
  3. We aim to respond to your email, web-submitted query, social media post or letter swiftly and take no longer than 3 working days.
  4. We will always conduct ourselves in a polite, professional manner and we’re always willing to listen to your needs, ideas and concerns. 
  5. We are here to help you. We will be flexible in our approach to suit your requirements wherever we can and we endeavour to get things right the first time.
  6. We aim to resolve all queries immediately, but where this is not possible we will agree an acceptable timescale with you and keep you regularly updated in the meantime.
  7. You can trust us to keep your data secure and confidential. 
  8. Provide you with continuous support and deliver our services in line with your needs.

As our client, you can expect the following from us:

 

  1. We are available for you online 24 hours a day, 7 days a week. You can contact us by phone 8am to 4:30pm (GMT/BST) Monday to Friday.
  2. We aim to answer your calls promptly, or when you leave us a message, we’ll come back to you within a working day.
  3. We aim to respond to your email, web-submitted query, social media post or letter swiftly and take no longer than 3 working days.
  4. We will always conduct ourselves in a polite, professional manner and we’re always willing to listen to your needs, ideas and concerns. 
  5. We are here to help you. We will be flexible in our approach to suit your requirements wherever we can and we endeavour to get things right the first time.
  6. We aim to resolve all queries immediately, but where this is not possible we will agree an acceptable timescale with you and keep you regularly updated in the meantime.
  7. You can trust us to keep your data secure and confidential. 
  8. Provide you with continuous support and deliver our services in line with your needs.


WE WANT YOUR FEEDBACK

  1. We welcome your opinion on our work and services to help us continually improve what we offer.
  2. If you submit a complaint, we will respond within 3 working days and give you an accurate and realistic timescale in which we will fully resolve your issue.
  3. Please feel free to contact us with any of your thoughts, ideas or problems via info@hughesgroup.co.uk
  4. When working with us we will proactively help you to understand the work taking place and set realistic expectations regarding costs and timescales. 

WE WELCOME YOUR FEEDBACK

 

  1. We welcome your opinion on our work and services to help us continually improve what we offer.
  2. When working with us we will proactively help you to understand the work taking place and set realistic expectations regarding costs and timescales. 
  3. Should you wish to raise a complaint, we will acknowledge and respond within three working days, providing you with a clear and realistic timeframe for the full resolution of the matter.
  4. Please feel free to contact us with any of your thoughts, ideas or problems via hello@hughesestates.co.uk

 

GET IN TOUCH

TESTIMONIALS

"Hughes Estates helped manage our property for us, including servicing the property and decorating it. That included sanding and varnishing the floors, as well as adding new carpets. They went to extra effort to get the property ready and we couldn’t be happier."

L O N D O N
"They provided a fantastic service and we found them very easy to communicate with. The company strove to overcome any difficulties they were faced with. They were a great time all round - very professional and their work is exceptional!"

A S C O T
"I have worked with Jon and his team on a few projects now. The attention to detail is exceptional and they are very client focused. We have successfully completed projects from updating a property in Kingston to digging out a basement and complete refurbishment in Belgravia."

K I N G S T O N

COVERAGE

At Hughes Estates we’re proud to reach clients across a large area of the country - we undertake projects throughout West London, including Knightsbridge, Belgravia and Chelsea. We extend further afield as well, carrying out work in Weybridge, Ascot, Sunningdale, Wentworth Estate, Richmond, Kingston and the surrounding areas. 
GET IN TOUCH

GET IN TOUCH

Everything we do stems from one simple premise: We're here to make life easier for our clients. Contact us now to discuss your requirements further.

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