Delivering reliable, transparent, and helpful support to our residents from start to finish.
Reliable, accessible resident support at every stage of works.
At Matthews and Tannert Limited, we are dedicated to delivering exceptional customer support and reliable service to all our residents during every stage of refurbishment and regeneration works.
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We understand that having work done on your home can be disruptive and sometimes stressful. That’s why we prioritise clear, responsive communication, keeping you informed every step of the way. From explaining our systems and processes to outlining what you can expect, we ensure each resident has a dedicated point of contact throughout the duration of the works.
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What to Expect
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We recognise that construction work can seem intimidating. To make the process as smooth and transparent as possible, every resident receives a comprehensive Resident Guide and access to an accompanying Resident Overview Video at the Survey stage. These resources outline our scheme of works and introduce you to the friendly team delivering it, so you’ll always know what’s happening and when.
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Our experienced and approachable Resident Liaison Officers are always on hand to listen and support you. As your main point of contact, they provide personalised assistance, answer any questions, and ensure that any concerns are addressed promptly.
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For general enquiries, we also offer a centralised email contact. If you have any questions or would like more information, please don’t hesitate to reach out to us at info@matthewsandtannert.co.uk—a member of our team will be happy to help.
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In addition, we offer a centralised email contact for all general enquiries. If you have any further questions or concerns, please don’t hesitate to reach out to us at info@matthewsandtannert.co.uk and a member of our team will be in touch.
Our Working Hours
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​Monday - Thursday: 8:00 - 17:00
Friday: 8:00 - 16:00
Please note, we are closed on Bank Holidays and our working hours are subject to change during the festive period.
Emergencies
The safety and comfort of our residents is Matthews and Tannert Limited's top priority. As such, we have a dedicated emergency 24/7 call-out service for any plumbing and electrical emergencies.
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For a plumbing or electrical emergency that is out of our normal working hours, is urgent and cannot wait until the next working day, please find the contact for our Emergency Call-Out service in your Resident Guide or on our online Resident Portal.
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Emergencies that are within normal working hours should be referred to your Resident Liaison Officer in the first instance.
Complaints and Feedback
We understand that sometimes things don’t go as planned. When issues arise, our priority is to resolve them quickly, effectively, and to use the experience as a valuable opportunity to learn and improve.
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We value all feedback we receive, whether positive or constructive. It helps us recognise what we're doing well and identify areas where we can do better.
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To gather this insight, every resident receives a Customer Feedback Form once works are completed. This form invites you to share your thoughts on each stage of the process, offering space to highlight both praise and areas for improvement. Your feedback plays a vital role in helping us continually raise our standards and better serve all our residents.
What Our Residents Say About Working With Us