Jump to navigation Call now Your Portal Emergency Service Level Agreement SERVICE LEVEL AGREEMENT RL Service Level Agreement January 2021 SLA JANUARY 2021 - CLIENT SERVICE LEVEL AGREEMENT The contents of this document will be reviewed periodically and updated as we consider appropriate. We will endeavour to attain these service levels no matter the circumstances and will work with clients to identify those service criteria most critical to their individual development and requirements. Please download the current version above and view the PDF to find out more. All previous versions of the current SLA are avaiable on request. A summary of the changes:- First Issue – October 2012 1st Update – October 2013 Pages 5/6 – Cover and Premiums & Claims details updated. Pages 9/10 – Transfer of Management updated. 2nd Update – April 2015 Cover page amended to include all offices Page 3 – Emergency Works updated with new Loss Adjusters details Page 6 – New Section added – Property Owners Liability (POL) Page 6 – Claims updated with new Loss Adjuster Page 9/10 - Complaints Procedure updated, responsible persons added for the property management east and west divisions, and also the Insurance Services 3rd Update – December 2015 Rebrand applied Contents re-indexed to make it more user friendly Section 1.c – Inspections updated Section 6.n – New heading added for Reinstatement Valuations Section 9 – Debt Recovery stages updated Section 13 – Insurance Services – paragraphed added detailing HOHP can also deal with beaches of factor’s duty in relation to insurances Section 14 – Transfer of Management updated 4th Update – May 2016 Sections 1a/b/c of the December 2015 SLA moved to Section 10.iv/v/vi Section 1.i – Inspections updated Sections 5.k Account Disputes of the December 2015 SLA moved to a new Section 9 - Account Disputes Section 6.iii Insurance – Difference in Conditions section added Section 6.iv Insurance – Reinstatement Valuations renamed to Building sum insured and updated Section 6.v insurance – New section added for Material Facts Section 6.vi insurance – Claims updated Section 8.ii Accounting - Methods of Payment updated Section 9 Account Disputes – Debt recovery stages updated Section 12/13/14 Complaints procedures – updated Section 15 Transfer of Management – updated 5th Update – July 2016 Section 6.iv insurance – Building sum insured updated Section 9.iv Account Disputes – New section added for court proceedings Section 10.i & 10.ii Communication – Telephone, Letters & E-mail updated Section 13 Complaints – HOHP contact details updated to new First tier Tribunal details 6th Update – December 2016 Section 13 Complaints – HOHP contact details changed to First tier Tribunal details 7th Update – February 2017 Section 7.11 Fees – Apportionment Fee updated 8th Update – April 2018 Paisley Office removed from front page, and from Sections 10.vi & 12.ii Section 2.i - Emergency Works – Loss Adjusting details updated Section 6.iii - Difference in Conditions replaced with the Request for non-renewal of building insurance section Section 6.iv - New Section added for Evidence of insurance Section 6.v - Building sum insured updated Section 6.vii – Claims, Loss adjusting details updated Section 6.viii - Insurance commission updated Section 7.ii - Apportionment Fee updated Section 8.ii – Methods of Payment updated Section 16 - Data Protection – New section added 9th Update – April 2019 Section 13 – Complaints updated – Mr Fulton's details removed and Andrew J Cunningham's details updated 10th Update – June 2019 Section 13 – Complaints updated – A new Complaints Manager has been identified for each of the Glasgow, Edinburgh and Dundee Office 11th Update – July 2020 Section 14 – Complaints updated – Mrs Rita Glendenning, Associate Director, was replaced by Gordon McGlone 12th Update – January 2021 Section 10.v1 - Out of hours contact updated Section 13 – Complaints updated – A new Complaints Procedure has been put in place, applying to all offices, with Senior Property Manager for each Management Team, now addressing initial formal complaints. Complaints Manager, Ms Jennifer Johnston, appointed to investigate and review escalated Complaints and provide a final response, on behalf of the company, under our amended Complaints Procedure. Individual office contacts, and Mr Andrew Cunningham, removed from procedure and replaced with Complaints referral details by office address, and Ms Jennifer Johnston contact details. Call now Feedback BACK TO TOP Contact us For further clarity, give us a call or use our contact form and we’ll call you back HEAD OFFICE 60 St Enoch Square Glasgow G1 4AW 0141 221 9266 EDINBURGH 6 Clifton Terrace Edinburgh EH12 5DR 0131 346 8989 Commercial: 0131 202 3239 DUNDEE Unit 19 City Quay Camperdown Street Dundee DD1 3JA 01382 201 535 Commercial: 01382 938 621 LETTINGS OFFICE 89 Byres Road Glasgow G11 5HN 0141 334 3670 Location Maps Glasgow Edinburgh Dundee Company Info News Community Bursary Our People Service Level Agreement Direct Debit Mandate Complaints Procedure Important Info Emergency Contact Us Properties Available Commercial Properties Residential Properties Cookie Policy Privacy Policy Terms of Use Ross & Liddell Limited | Registered in Scotland (No. SC97770) | Registered Office 60 St Enoch Square, Glasgow, G1 4AW | Copyright © Ross & Liddell 2021. All rights reserved. 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