Customer Charter

Express Estate Agency Customer Charter – championing property sales across the UK 

We want to continue to revolutionise the property sales industry by delivering success for our customers and helping them achieve success as quickly as possible – we are passionate about achieving sales success far more often, and much quicker, than your traditional Estate Agency.

Express Estate Agency commitments to you?  

We are not only passionate about delivering success to our customers but also in the best manner possible. We always strive to provide you with the service you want and work hard to live up to our commitments. We’ve made great progress and laid very firm foundations, but there’s always more to do.

Based on what you’ve told us, you’ll find our renewed commitments below. These are the things you have made us aware are important to you, so we’ll do our best to deliver them. Only by continuing to do what our customers really want, will we become even better. Tell us what you think.

Our knowledgeable staff will put your needs first  

We’re here to succeed for you. All our staff are committed to doing just that. We want to make sure you’re satisfied at all times with the help and guidance we give you.

Your satisfaction with the quality of our service and the success we provide will be an essential part of how we reward our staff We will adhere to the highest professional standards – observing high ethical standards, preserving your confidences, maintaining expert knowledge, and always being honest and transparent We will always aim to build lasting relationships based on trust If we make a mistake we will apologise and fix it, quickly and fairly

Tell us what you think: 

We’re here to succeed for you. All our staff are committed to doing just that. We want to make sure you’re satisfied at all times with the help and guidance we give you.

Our advanced and proactive approach will place you in the driving seat  

We will lead the property sales industry by improving our customers’ chances and speed of success significantly.

We will be proactive and do everything possible to engineer success for every possible customer Your satisfaction in us delivering maximum value quickly is essential to us Our nationwide presence and capacity will be used to deliver the best possible service to you We will bring innovations and advanced practices in property sales to you All property sales will be managed highly effectively.

Tell us what you think:  

We will provide professional, convenient and quick service, however you choose to contact us  

Whether you want to talk to us in person, on the phone, email or write to us, we aim to make sure your experience is as efficient and helpful as possible.

We will answer at least 90% of customer calls in less than a minute, either from our head offices in Manchester or otherwise from our UK-based telephone centre, 24 hours a day, 7 days a week We will respond to 90% of all other enquiries made during our extended normal working hours (8am-8pm Mon-Fri and 9-5pm Sat) within the hour We will continue to offer new and innovative Estate Agency services that make property sales happen, plus faster and more convenient, wherever you are

Tell us what you think:  

As an Express Estate Agency customer you expect a first class service from us and we aim to provide it. We have high standards, but if you believe we have made a mistake, please get in touch with us as soon as possible and we will do everything we can to put it right.  

If the response by one of our Managers does not resolve the matter to your satisfaction, you can ask the Manager to refer the complaint to our Senior Manager, alternatively you can write to him:

Express Estate Agency Complaints: St George’s House, 56 Peter Street, Manchester, M2 3NQ

Alternatively, you can email him:  

Our Complaints Procedure

Contact us