Our Client Charter

Our Commitment to You
At The Mercury Building, we are dedicated to providing a safe, welcoming, and well managed environment for all clients, visitors, and partners. Our client charter sets out the standards of service you can expect from us and the principles that guide our relationship with all our clients.

1. Service Excellence

We will:

• Deliver prompt, professional, and courteous service at every interaction.
• Always endeavor to answer all inbound telephone calls within 5 rings and also answer all emails and WhatsApp messages promptly without delay, when possible.
• Provide clear communication about, our services, and any disruptions that may affect you.
• Maintain high standards of cleanliness, safety, and accessibility throughout the building.

2. Safety & Security

We are committed to:

• Ensuring the building meets all health, safety, and compliance requirements.
• Maintaining robust security systems and procedures to keep occupants and visitors safe.
• Responding quickly to emergencies, incidents, and tenants concerns.

3. Transparency & Communication

We will:

• Communicate service and building updates, maintenance schedules, and policy changes in a timely manner.
• Provide accessible channels for feedback, inquiries, and support.
• Offer honest, clear, and accurate information at all times.

4. Respect & Inclusivity

We promote:

• A respectful, inclusive environment for all clients, staff, and visitors.
• Zero tolerance for discrimination, harassment, or disruptive behaviour.
• Equitable access to building facilities and services.

5. Responsiveness

We promise to:

• Acknowledge all client enquiries within a defined timeframe.
• Prioritise urgent issues promptly and follow up until resolved.
• Continuously evaluate and improve our services based on your feedback.

6. Environmental Responsibility

We are committed to:

• Reducing the building’s environmental impact through responsible energy, waste, and water management.
• Supporting sustainable practices and encouraging clients to participate in
  eco-friendly initiatives.

7. Confidentiality & Data Protection

We ensure:

• Responsible handling and safeguarding of client information.
• Compliance with all applicable data protection and privacy laws.
• Restricted access to personal or business data except as required for legitimate operations.

8. Working Together

We ask our clients to:

• Treat staff, visitors, other occupants, and the property with respect.
• Comply with building policies, safety guidelines, and access protocols.
• Notify us promptly of concerns, maintenance and service issues, or changes in your requirements.

Our Promise
Every member of The Mercury Building team including management is committed to upholding this charter.
Our goal is to be the very best at what we do, and ensure that we provide a building that is secure, efficient, and enjoyable to work or live in, while ensuring that you receive consistent, high quality service.

If you have suggestions for improvement, we welcome your email feedback to: reception@themercurybuilding.ie