About Us

Our Approach

Whybrow Chartered Surveyors are committed to delivering the highest levels of customer service across our business and have adopted the principles set out in the Government Standard for Customer Service Excellence as best practice.

It is by adopting these standards that we have developed a culture where the customer is at the centre of our business and where we drive towards continuous improvement in the areas of:

• Delivery
• Timeliness & Quality
• Information
• Professionalism & Colleague Attitude

At the core of this policy is our commitment to:

• Be polite and helpful.
• Explain our actions and decisions clearly.
• Be transparent.
• Get it right first time. When mistakes happen, we will adopt a no blame culture, admit our errors, put things right and learn from our mistakes.
• Measure our performance against our targets and standards.
• Drive towards continuous improvement.
• Never promise what we can not deliver.

Our Mission Statement

Whybrow aims to become one of the leading Chartered Surveyors practices in the Eastern Region delivering the highest levels of personal service, professional advice and commercial solutions to clients, while providing a quality working environment for staff and continually striving to excel through innovation.

Testimonials

"I confirm that Whybrow provided a very professional service in the marketing of our property, in what has been difficult market conditions."
St Marylebone Property Company - July 2010

"I have used your company for 34 years. It has been a happy and fruitful relationship"

"Very happy with a good professional relationship where we can rely on a helpful and open dialogue"

"Top Class Service"

"Professional Services provided in a timely way..."

"Whybrow provided this firm with an efficient service on a number of occasions letting premises that they manage for this firm"

"Aewdelford Systems, under one of its many guises, have utilised the services of Whybrow on a number of occasions over the last twenty years. It has been a pleasure to work with them & they have always provided an efficient, accurate, speedy & professional service to us. They are our first port of call on matters relating to property."

"We have admiration for the professional and pro-active approach Whybrow has had to this new requirement, (Energy Performance Certificates) and you stand head and shoulders above most of your competitors."

"Excellent Customer Service – Sponsored by Clarice House

This company has not entered this category before as it did not feel it was ready - well, it definitely is. Although different to the other winners in the respect that Whybrow is predominantly a commercial company, there is still a clear respect for the importance of excellent customer care. It analyses its business extensively to know who its customers are and how they should be treated.

Whybrow has an email newsletter which keeps all customers up to date with what's what. It has questionnaires which go to all customers regarding the service received, these are all then collated and points addressed in regular 'innovation meetings' which are used for management to resolve issues. One example being altering the phone system to achieve a customer service target. On top of this, staff training is clearly very important and the monitoring of key performance indicators, by management on all staff is integral to their high standard and consistency of customer service.

It is moving forward by using Facebook and other technologies to connect with younger clients and gain customer information, feedback and ensure they are ahead of competitors."