Contacting customer service (owners)

Owners

We are continually seeking to improve the quality of service that our Residents deserve. A large community like ours requires everyone to follow procedures for dealing with any concerns. Please read this section carefully. If you recognize a way to do things better, please tell us, and we’ll do our best to accommodate.

We track all concerns reported to us using a single Customer Service system, so no matter how the issue comes to our attention, it will always find its way to our Helpdesk. You will receive a support ticket number by email, so that you can keep track of the progress of your concern. 

There are several ways to report a concern:

EMAIL: If you prefer to send an email, use [e-mail] and remember to include your address and the details of your concern. If a photograph is available, please include it with your email.

TELEPHONE: We recognize that it is not always practical to report a concern electronically. Customer Services staff will create a support ticket on your behalf if you call it in, unless they are able to attend to your query right away.

WEBSITE: Select 'Customer Service' from the menu bar on out website. 

 

Tenants

Tenants should channel their Property related concerns to the Owner. If the Owner determines that it is a matter that requires our attention, they will report the concern as outlined above. The only exception to this is if the matter concerns a water bill. We are unable to consider requests from Tenants who do not follow this procedure.

 

US Embassy Employees

Employees of the US Embassy should report concerns to their Administration Office. They should in turn follow the procedures for Tenants as outlined above.