What are the expected response times for different queries?

Expected response times depend on the type of query and how you contact Scape.

General queries

• Sales or bookings email: usually within 2 working days.
• Live chat: usually immediate during operating hours.
• Building reception: immediate if you call or speak to the team in person.

Maintenance requests

• Emergency maintenance: usually within 4 hours, for issues such as power cuts, floods, loss of hot or cold water, loss of heating or infestation.
• Essential repairs: usually within 2 working days.
• General maintenance: usually within 5 working days.

Some maintenance issues may take longer if materials or specialist contractors are needed, but the team will keep you updated.

Complaints

If you make a formal complaint, Scape aims to acknowledge it within 5 working days.

If something is urgent, please call or visit your building reception rather than waiting for an email response. Reception is staffed 24/7.