Celebrating National Customer Service Week 2024

This week from 7th - 11th October, we're celebrating National Customer Service Week - a week dedicated to celebrating customer service professionals. If you're a Geodesys user, chances are you have called or emailed one of our customer service advisors. They are at the heart of the business and we would be lost without them. Earlier this week we sat down with Nathan, one of our senior customer service advisors, to find out what 'service with respect' means to him.

Hi! My name’s Nathan, and I’ve worked here for nearly 3 years. At Geodesys, we strive to treat all of our customers and colleagues with respect, dignity and empathy, to provide the best service that also meets people's varying needs.

We know you know your stuff, but we will always try to break down any problems into a simple and easy to understand way so that you can communicate this to your own clients without any jargon or confusing legal concepts that come with the nature of conveyancing.

Recently, I received a call from a first-time homebuyer who was quite young, asking for information about sewer pipes.  The owner of the property he was buying told him that their water company told them ‘the buyer is responsible for purchasing those plans’ and provided a house number with no further information.

With the information available, I arrived at the conclusion that he was asking about a CON29DW to establish the connection status, and the sewer/water pipe location plans for the property he was looking to purchase.

I spent the next 20 minutes explaining what a CON29DW is, what it contains, why you would want such a search.

I further explained that as part of due diligence, a CON29DW is typically done to investigate the situation at a property as part of a standard property transaction. It will highlight any information a potential buyer might need in regard to its connection status, whether this property is on a septic tank (what is a septic tank, what does it mean for the new owner etc.) or whether it is on a private borehole (what is a borehole etc.). I then explained that his solicitor would request these searches on his behalf, providing him any help he might need to interpret the report and that he was always free to call back if he had any further questions.

The whole way through he was being very apologetic that he ‘didn’t know what that means’ or ‘taking up all of your time’ and I could hear the uneasiness in his voice through the phone. I assured him at every step that this is exactly what I was there for so, we took as much time as needed to be sure he understood everything - buying a house for the first time can be daunting!

By the end, he was very thankful and remarked that he felt a lot better knowing what was going on, and was confident going to his solicitor to proceed with the purchase. It left me feeling refreshed, and happy in the knowledge that I could assist and that it hopefully made a difference.

We all hope that anyone we speak to can feel the same way, whether it’s by mapping out a complicated area, chasing up an urgent search, or even just assisting with interpreting the results of a search .

Please feel free to ask us anything, and whilst you probably can’t see through the phone, I will be responding to you with a smile, every time!

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