Chullu Properties Investments

    Service Policy

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    1. Policy Statement

    Chullu Properties is committed to providing reliable, professional, and timely real estate and property management services. This policy establishes service standards and measurable timelines to ensure accountability, transparency, and client satisfaction.

    2. Purpose of this Policy

    • Define minimum service delivery timelines
    • Set clear expectations for clients and tenants
    • Improve operational efficiency and accountability
    • Support compliance with professional and legal standards

    3. Scope

    • Property management
    • Sales and letting
    • Client communication and support
    • Maintenance coordination
    • Financial reporting and remittances

    4. Customer Service Principles

    • Professionalism
    • Transparency
    • Responsiveness
    • Confidentiality
    • Accountability

    5.1 General Communication SLAs

    Service ItemSLA Timeline
    Phone calls & WhatsApp messagesResponse within 24 hours
    Emails & written correspondenceResponse within 24 hours
    Walk-in inquiries (office hours)Immediately or within 30 minutes
    Acknowledgment of complaintsWithin 24 hours

    5.2 Property Management SLAs

    Service ItemSLA Timeline
    Tenant onboarding after lease signingWithin 3 working days
    Rent collection follow-upBy 10th day of the month
    Rent remittance to landlordWithin 5 working days after collection
    Monthly landlord statementBy 15th day of following month
    Lease renewals notification60 days before expiry
    Property inspectionsEvery 6 months
    Tenant exit inspectionWithin 48 hours

    5.3 Maintenance & Repairs SLAs

    Maintenance CategorySLA Response
    Emergency repairs (fire, flooding, electrical hazard)Acknowledgment within 2 hours, action within 24 hours
    Urgent repairs (plumbing leaks, power failure)Acknowledgment within 24 hours, action within 48–72 hours
    Routine maintenanceLogged within 48 hours, scheduled within 7 working days
    Contractor engagementWithin 2–5 working days after approval
    Maintenance update to landlordWithin 48 hours after completion

    5.4 Sales & Letting SLAs

    Service ItemSLA Timeline
    Property listing after instructionWithin 3 working days
    Viewing arrangementWithin 24–48 hours of request
    Feedback after viewingWithin 48 hours
    Offer presentation to clientWithin 24 hours of receipt
    Transaction progress updatesAt least once weekly
    Handover after completionWithin 2 working days

    5.5 Financial & Reporting SLAs

    Service ItemSLA Timeline
    Monthly financial reportsBy 15th day of the following month
    Expense approvalsWithin 3 working days
    Invoice processingWithin 5 working days
    Deposit reconciliationWithin 3 working days
    Year-end summary reportsWithin 5 days of request

    5.6 Complaints Handling SLAs

    StageSLA Timeline
    Complaint acknowledgmentWithin 48 hours
    Investigation & responseWithin 5 working days
    Resolution implementationWithin 10 working days
    Escalated complaintsReviewed by management within 5 working days

    6. Client Responsibilities

    • Provide accurate documentation and instructions.
    • Approve expenses and quotations promptly.
    • Honour contractual obligations.
    • Communicate concerns respectfully and in a timely manner.

    7. Exceptions to SLAs

    Service-Level Agreements may be affected by the following circumstances:

    • Force majeure events (natural disasters, strikes, system outages).
    • Delayed approvals or information from clients.
    • Third-party contractor delays beyond reasonable control.

    Clients shall be informed promptly whenever such circumstances affect service delivery timelines.

    8. Monitoring & Performance Review

    • SLA performance shall be monitored regularly.
    • Feedback and complaints shall inform service improvements.
    • Repeated SLA breaches shall trigger internal corrective measures.

    9. Compliance

    This policy aligns with:

    • Kenyan real estate and tenancy laws.
    • Ethical business and professional conduct standards.
    • Data protection and confidentiality requirements.

    10. Policy Review

    This policy shall be reviewed periodically and updated as necessary to reflect operational, legal, or regulatory changes.

    Approval

    This Customer Service Policy and Service-Level Agreement is approved by management and is effective from 1st May 2026.