How long does it take to get a response?

Response times depend on how you contact Scape and what your question is about.

General contact

• Live chat: usually within a few minutes during operating hours.
• Email: normally within 2 working days.
• Building reception: immediate if you call or speak to the team in person.

Maintenance requests

Maintenance requests are prioritised based on how urgent they are.

• Emergency issues: usually responded to within 4 hours.
• Essential repairs: usually responded to within 2 working days.
• General maintenance: usually responded to within 5 working days.

Some repairs can take longer if parts, materials or external contractors are needed, but the team will keep you updated where this applies.

If your question is urgent, please do not wait for an email reply. Call your building reception or go to reception in person. Reception is staffed 24/7, so there is always someone available to help.