ODPM believe in Service Commitment and we operate a Client Service Charter to clearly define the service standards our clients can expect.
We also operate a Quality Assurance Programme to ensure we deliver at all time on our promises.
In general in delivering our services we will endeavour to:
- Deliver our services in a friendly and inclusive manner
- Treat you with courtesy and professionalism
- Give you clear, accurate and helpful information
- Deal with your requests, enquiries and concerns promptly
- Treat all clients equally and without discrimination.
- Maintain confidentiality at all times
- Find new and better ways of delivering our service
To assist us in achieving our service goals, we would also ask that people treat our staff with courtesy and in a cordial manner.
ODPM Client Service Charter
Our Client Service Charter sets out the standards of service ODPM will delivery to you, our clients under three separate headings
1. Communication Charter and Commitment
General Information Circulations and Communication
ODPM understand the value of information and communications and providing for them as a core element of our service.
You can expect an exceptional level of information as part of our service to each site under management. Each year the following will be provided by ODPM:
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An annual Newsletter including lots of information on the management services to the development
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A copy of the developments budget
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A document which explains the budget and the services
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A statement of Account
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Interim notices and Circulars relative to management activities going on such as window cleaning or repairs etc
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An invitation to the Annual General Meeting (AGM) of the Management Company and a copy of the Audited financial Accounts
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The delivery of a comprehensive "property Managers Report" at each Annual General Meeting (AGM)
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All Directors and Committee Members will be invited to meet with ODPM quarterly to review our services our property management reports and financial accounting reports and these meetings and actions agreed are minuted
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The above information is delivered in a consistent format, which ensures a high level of transparency on the affairs and operations within each client development.
Office Location and Opening hours
- You are welcome to visit our offices Contact us /Directions
- Our offices operate Monday to Friday from 9.00am to 5.00pm.
- ODPM’s reception combines prompt courteous enquiry servicing with attention to detail by qualified staff members who strive to provide the highest level of customer service. So please let us know you in advance if you wish to visit us
Telephone communications
- All telephone calls to our office are given a unique tracking number on our Building Management System (BMS) and tracked until the call enquiry is resolved.
- All calls are answered promptly. In fact, Our commitment charter is to answer at least 80% of our calls within 5 seconds.
- Our Customer Care Team log each call with a unique log number on our Building Management System (BMS) so that it can be tracked until it is resolved and closed.
- Our Customer Care Team is trained to address numerous routine building enquiries which avoids the necessity of requiring to speak directly to the Property Manager responsible for the relevant development.
- If the reported issue called in cannot be addressed immediately by the Property Manager concerned our commitment Charter is to respond to the reported issue within four working days.
- If the reported issue called in cannot be addressed immediately by the Property Manager concerned and it is an urgent issue our commitment Charter is to respond to the urgent issue within four working hours. Issues that will be dealt with urgently include:
– leak or water damage from one apartment to another, or from a common area.
– An alarm activation.
– A break-in.
– A fire incident or fire alarm activation.
– Vehicular gate failure.
– Damage to a common area security door.
– An Injury or accident occurring within a communal area.
– Mains utility failure, i.e. water, electricity, gas.
Written correspondence
- All letters received by post or Fax to our office are given a unique tracking number on our Building Management System (BMS) and tracked until resolved.
- Letters will be responded to within seven working days of receipt.
- Faxes will be responded to within seven working days of receipt.
- E-mail messages and ODPM web-based enquiries will be acknowledged within three working days of receipt and we will issue a full reply within seven working days of receipt. All emails requiring a response in this time frame should be sent to our offices through enquiries@odpm.ie.
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2. Contractual obligations Commitment Charter
ODPM will fully discharge our contractual obligations to each of our client developments in accordance with best estate management practice. In particular our clients can expect ODPM to enjoy the following;
- Within six weeks of the financial period start provide each member with - An annual Newsletter including lots of information on the management services to the development, a copy of the developments budget, a document which explains the budget and the services, and a statement of Account.
- Interim notices and Circulars relative to management activities going on such as window cleaning or repairs etc
- Arrange for the service charge/management accounts to be externally audited and signed by the directors within six months of the year-end
- An invitation to the Annual General Meeting (AGM) of the Management Company and a copy of the Audited financial Accounts
- The delivery of a comprehensive "property Managers Report" at each Annual General Meeting (AGM)
- All Directors and Committee Members will be invited to meet with ODPM quarterly to review our services our property management reports and financial accounting reports and these meetings and actions agreed are minuted
- The management of your service charge monies in accordance with the firms professional Associations codes of practice and NPSRA codes of practice
- That ODPM will at all times have appropriate fiduciary and professional indemnity insurance cover
- That ODPM will deal with communal maintenance and repair using only competent, approved and insured contractors
- That ODPM will make regular visits and documented inspections to each development
- That ODPM will engage with and build long-term positive relationships with all of our clients
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3: Complaints and Commendations
Complaints :
ODPM recognise that from time to time we may not always achieve the high standards of service that we pride ourselves upon. When this happens, we are particularly keen to hear from you so that we can put things right quickly and to your complete satisfaction.
Hearing from you also gives us an opportunity to learn from the experience and to ensure any shortfall in our service delivery does not re-occur.
Any written complaint is treated very seriously and will be internally tracked to ensure that we rectify your complaint at the earliest possible opportunity and have communicated with you in accordance with our published service delivery guidelines.
We will
- Acknowledge your complaint within five working days
- Direct your complaint to the most appropriate member of staff who will be able to deal with it
- Provide you with a full response within ten working days
- Ensure if we have failed in our service delivery that appropriate steps are taken to learn from this and avoid a re-occurrence in the future
- Try our best to turn this process into a more positive experience for you and to regain your confidence
Commendations :
ODPM are also keen to hear if you feel we have exceeded your expectations. We would very much welcome your kind comments, it does wonders for our staff morale! Please address any such comments to your Property Manager, or one of our Senior Managers or Directors. All such compliments are published on our office news board.
You can contact us by telephone, post, fax, e-mail or via our website.
See details in Contact Us
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