Service Delivery Policy

What this policy covers

DAMEN LIMITED provides practical property management and communal maintenance support for apartment blocks, residential developments and shared residential buildings.

Depending on the agreed scope, services may include:

• Residential property management support.
• Communal cleaning of agreed shared areas.
• Grounds maintenance for agreed external areas.
• Routine visual property inspections.
• Coordination of routine repairs and maintenance.
• Communication and liaison with contractors or maintenance providers.

Making an enquiry

Property owners, leaseholders, residents’ associations, resident management organisations and other relevant property representatives may contact DAMEN LIMITED by website form, email or telephone.

We normally acknowledge a written enquiry within 1 business day.

During the initial discussion, we may ask for basic information about the property, communal areas, current requirements, preferred service frequency and any known maintenance matters.

Service arrangement

Services are not automatically scheduled simply because an enquiry has been submitted. The requirement is first discussed so that the property, areas and expected frequency can be understood.

Before ongoing services begin, DAMEN LIMITED will normally establish the relevant scope, expected frequency, access arrangements and practical requirements.

Where a property requires a site visit before the scope can be established, the visit will be arranged separately according to availability.

From enquiry to ongoing support

Service timing

Service timing depends on the agreed scope, property requirements, access arrangements, service frequency and availability.

Property visits and attendance

Property visits are arranged according to the agreed service scope. Where access to communal or restricted areas is required, appropriate access arrangements should be available at the agreed time.

• Routine inspections are visual checks of agreed areas.
• Cleaning and grounds maintenance are carried out according to the agreed service frequency.
• Maintenance visits are scheduled according to the requirement and available access.
• Appointment windows may need to be adjusted where access is unavailable.

If a scheduled visit cannot proceed because the required access is unavailable, DAMEN LIMITED will normally contact the relevant property representative to arrange another suitable time.

Repairs and maintenance coordination

Where repair coordination forms part of the agreed service, DAMEN LIMITED will first establish the reported issue and the practical action required.

Routine coordination may include obtaining or communicating relevant information, arranging access, discussing appointment times, communicating with contractors and following up on outstanding work.

• Initial acknowledgement: normally within 1 business day.
• Routine contractor contact: normally initiated within 1–2 business days once sufficient information is available.
• Appointment timing: dependent on the relevant contractor’s availability and the nature of the work.
• Follow-up: normally carried out after the scheduled work or when an update is required.

Contractor liaison

Where external contractors or maintenance providers are involved, DAMEN LIMITED may assist with communication and practical coordination.

• Sharing relevant property information.
• Clarifying the reported requirement.
• Arranging suitable appointment times.
• Coordinating access to agreed areas.
• Communicating changes to scheduled work.
• Following up on outstanding routine requirements.

Contractor attendance times are controlled by the relevant contractor. Delays caused by contractor availability, materials, weather, access or specialist requirements may affect the overall completion time.

Changes, cancellations and rearrangements

Requests to change an agreed service arrangement should normally be made at least 24 hours before the scheduled visit where reasonably possible.

Short-notice requests will be considered where practical, but the requested change may not always be possible if resources, contractors or scheduled visits have already been arranged.

Delays and circumstances affecting service

Occasionally, a planned service or visit may need to be rearranged. This can happen because of circumstances outside the normal scheduling process.

• Severe or unsuitable weather conditions.
• Unexpected access restrictions.
• Contractor availability.
• Required materials or equipment not being available.
• Unexpected property conditions.
• Health and safety considerations.
• Public holidays or unusual operating conditions.

Where a material delay becomes known, DAMEN LIMITED will communicate the change to the relevant property contact and, where reasonably possible, provide an updated expected arrangement.

Completion and follow-up

After a scheduled service, visit or coordinated maintenance activity, DAMEN LIMITED may follow up where the agreed scope requires confirmation or further action.

Where an issue remains outstanding, the relevant requirement may be recorded for further communication, contractor follow-up or another scheduled visit.

• Routine service completion is recorded according to the agreed service arrangement.
• Outstanding routine maintenance matters are followed up where they remain within the agreed scope.
• Further specialist work may require a separate appointment or qualified third-party provider.
• Changes to the agreed scope should be discussed before additional work is arranged.

Contact and service enquiries

If you have a question about an existing service arrangement, need to discuss a property requirement or want to request a change to a scheduled service, please contact DAMEN LIMITED.