National Customer Service Week
How The ELM Way Shapes Our Customer Experience
National Customer Service Week provides the perfect opportunity to celebrate the people, standards and values that shape every customer interaction at ELM Group and the ‘one team’ culture we’re proud to have built here.
Customer service is about much more than answering queries. It's about building trust, communicating openly and ensuring leaseholders feel supported, informed and valued. And this is at the heart of everything we do.
These principles sit at the heart of The ELM Way - our commitment to delivering on our promises, taking personal responsibility, listening carefully and always looking to improve. We also recognise that every interaction matters. Whether a resident is seeking advice, reporting an issue or simply looking for reassurance, they should find it easy to reach the right person and receive a timely response.
Making Communication Simple
We understand that people prefer to communicate differently. While some residents enjoy speaking on the phone, others prefer email, written correspondence or face-to-face conversations. That's why we've worked hard to make contacting ELM straightforward and accessible, offering a range of communication channels and removing unnecessary barriers so residents can reach the right person quickly and easily.
Every employee at ELM has a direct telephone number and email address. There’s no complicated switchboards or automated systems, just call in, choose option 1 for customer services or option 2 for the finance team and get straight through to a real person who takes ownership of finding a solution.
What makes our approach unique is the combination of local, face-to-face support and the strength of our wider team. Our on-site Estate Managers are at the heart of each community, supported by colleagues across ELM Group who work as one team to resolve issues, share expertise and provide residents with confidence that help is always close at hand.
Delivering Service Through Action
The first half of 2026 demonstrated the scale of support our office based teams provide. Between January and June, ELM:
Answered 5,578 customer calls
Spent 272 hours on the phone supporting residents and clients
Produced 62 sets of audited accounts
Processed 13,067 invoices
Delivered essential services across every area of the business, from Customer Services and Finance to Compliance and Property Management
Behind every call is a resident looking for guidance. Behind every email is a query that needs resolving. Behind every invoice and audited account is the work required to keep communities running smoothly and efficiently.
These achievements reflect our colleagues' professionalism and expertise which often requires working as one team in conjunction with multiple departments to solve complex issues, which is no easy feat!
Setting High Standards
Providing excellent customer service requires clear expectations and accountability.
Our Customer Service Standards are designed to ensure residents receive prompt and consistent responses. We aim to:
Respond to telephone calls and messages within 24 hours
Reply to emails within 48 hours
Respond to letters within five working days
Acknowledge and respond to complaints within five working days
These are not simply targets on a page. They are standards that underpin how we work every day and support our commitment to transparency and responsiveness.
Feedback from residents and our on-site Estate Managers is one of the best ways to understand the impact of our service. A recent comment from a leaseholder at one of the communities we manage in Malmesbury, Wiltshire highlights the positive difference an accessible, responsive and people-focused approach can make:
“Moving here is the best thing I’ve ever done. I feel so secure and the surroundings are wonderful.”
“A recurring theme in conversations with residents is the sense of security and peace of mind they feel, knowing that there is an Estate Manager available should they need assistance. Residents value being able to maintain their independence while also having support close at hand when required. Family members are often very positive about this aspect as well. They take comfort in knowing their loved ones are living independently in a safe and supportive environment.”
Listening, Learning and Improving
A key principle of The ELM Way is recognising that there is always room for improvement.
We actively seek feedback from residents, leaseholders and industry bodies to help shape our services. Our Leaseholder Forums, hosted by our CEO and senior leadership team, provide a valuable opportunity for open discussion, honest feedback and collaborative problem-solving.
These conversations have directly influenced several improvements over the past two years, including:
Publishing our complaints policy online with clear Ombudsman signposting
Creating specialist customer service roles to support more complex enquiries, including property resales
Introducing weekly complaints review meetings to support quicker resolutions
Investing in new technology to improve repairs reporting and service delivery
Appointing a Head of Customer Experience to drive continuous service enhancements across the business
Each initiative has been introduced with one goal in mind: making it easier for residents to access the support they need and ensuring concerns are addressed quickly and effectively.
Looking Ahead
The ELM Way is not a programme or a slogan. It's the foundation of how we work, guiding our decisions, behaviours and relationships.
By delivering clear communication, making our teams accessible, listening to feedback and continually improving our service, we're committed to providing residents and leaseholders with the transparent, ethical and responsive experience they deserve.
As we celebrate Customer Service Week 2026 and reflect on our achievements so far this year, we're proud of the progress we've made. More importantly, we're excited about the opportunities ahead as we continue working with residents to improve services and strengthen the communities we manage.
After all, great customer service isn't measured simply by how many calls are answered or emails are sent. It's measured by the trust we build and the difference we make for the people who rely on us.
