Customer accessibility

1. Direct responsibility

At the beginning of each case, your customer is assigned a conveyancer who has direct responsibility for that case. We do not accept team or section responsibility.

Your customer is given their conveyancer's name, telephone number and email address and encouraged to contact him/her directly to resolve any issues.

2. Online case tracking

Your customers can stay up-to-speed with the progress of their case at our user-friendly website: www.trackmycase.com. We'll also provide them with written case details on initial instruction.  This lists key milestones and the assigned conveyancer will give a progress update at each point. 

We also monitor case progress and any cases that fail to meet agreed service standards are earmarked for immediate action.

3. Email and SMS updates

Your customers can request email or SMS updates on completion of key stages.

4. Unique IDs

If you wish, each branch and/or call centre sales person can be provided with a unique ID - allowing them to track the progress of their own referred cases.  We can also arrange for a weekly update email to be sent directly to each sales person.

5. Online case management

Your management team can follow the progress of all referred cases, via direct access to our Servicer Tracking and Reporting System (STARS).

6. Customer Service Helpline

We also provide a Customer Service Helpline, available from 9.00am to 5.30pm Monday to Friday.

Staff members are trained in each client's brand values.  We are happy for the relevant staff members to visit your premises to gain a greater understanding of your culture and priorities.  This enables you to use the helpline as a valuable extension of your own customer service team. 

The helpline service is well-regarded, with almost all referred issues being resolved within 24 hours.