Customer resource

Everything you need in one place

For all of our existing customers, this is your oracle. You can keep an eye on everything from managing your finances to requesting maintenance on your property, booking a tennis court to submitting a filming request and downloading all Grosvenor application forms.

Grosvenor Connect +

Grosvenor Connect

The convenient way to manage your account and connect with your local community. Learn more.

Retailers +

Retailers

We offer a range of services for start-ups and independent retailers to make everything easier. From sales-floor formats to insurance options to our concierge service. Below we have included some useful documents and information to get you started:

First fit-outs

A Guide to Insurance Arrangements for the London Estate

Insurance Risk Management Guidance for the London Estate

Retail concierge (coming soon)

Office +

Office

We offer a range of office-based services from first fit-outs to insuring it all and making the space move-in ready. Below we have included some useful documents and information to get you started:

First fit-outs

Plug&Play

A Guide to Insurance Arrangements for the London Estate

Insurance Risk Management Guidance for the London Estate

Office host (Coming soon)

Residential – leaseholders +

Residential – leaseholders

If you are a residential leaseholder and want to find more information on the procedures for making alterations to your property and insurance arrangements for the Grosvenor’s London Estate, you can find some useful guides below:

Alterations

A Guide to Carrying Out Alterations to Residential Property

Insurance

A Guide to Insurance Arrangements for the London Estate

Insurance Risk Management Guidance for the London Estate

 

Residential – freeholders +

Residential – freeholders

If you are a residential freeholder and want to find more information on our management schemes, the procedures for making alterations to your property and insurance arrangements for the London Estate, please find some useful guides below:

Mayfair

A Guide to the Mayfair Estate Management Scheme

Mayfair Management Scheme

Belgravia

A Guide to the Belgravia Estate Management Scheme

Belgravia Management Scheme

Alterations

A Guide to Carrying Out Alterations to Residential Property

Insurance

A Guide to Insurance Arrangements for the London Estate

Insurance Risk Management Guidance for the London Estate

Eaton Square Block Policy Factsheet

Grosvenor Flats Block Policy Factsheet

Grosvenor Residential Block Policy Factsheet

Tennis courts +

Tennis courts

Want to book a tennis court? We have two tennis courts on the estate for members only, one in Eaton Square Garden and the other at Belgrave Square Garden. To enquire about becoming a member, please contact your Property Manager.

Already a member? Then you’ll have a unique login name and password and can book below. If you’ve forgotten your login details or have any problems using the online booking system, just give us a call on 0207 312 2770.

Eaton Square Booking

Belgrave Square Booking

Private gardens +

Private gardens

Most of our gardens are private and can only be accessed by residents. However, some can be enjoyed through our garden membership schemes.

Please give us a call on 020 7312 2770 if you’d like more information on this.

Garden events +

Garden events

Some residents on our Grosvenor’s London Estate are allowed to hold small events in one of their local gardens (like a children’s birthday party or drinks). However, there are some regulations in place when having one.

Belgrave Square Gardens Parties

Chester Square Gardens Parties

South Street Garden Parties

Green Street Garden Parties

Wilton Crescent Garden Parties

Halkin Street Garden Parties

Eaton Square Garden Parties

Filming and photography +

Filming and photography

Grosvenor’s London Estate is world-renowned for its architecture and beauty. Over 30% of properties are listed with Historic England and it encompasses two unique local authority conservation zones. Many properties and addresses are unique. We offer the opportunity for filming and photography on our London estate.

If you’d like to use any part of Grosvenor’s London Estate for photography and/or filming, please contact Beth Benner-White at the Location Collective:

beth@location-collective.co.uk

0203 773 3705

Our Policies

Customer charter
We aim to deliver an exceptional experience for the customer.
Read our customer charter.

Customer complaints
At Grosvenor, we always aim to provide a high-quality service for our customers. If you believe that we have fallen short of this, we hope to resolve your concerns swiftly and effectively.
View our customer complaint procedure.

Supply chain charter
We only partner with businesses that share our ambition of creating positive environmental, social and ethical change. Our charter clearly sets out our goals and commitments alongside the standards we expect of those we work with, as well as how we’ll support them in achieving this.

Read our Supply Chain Charter or view our brief, explanatory film.

Contractor & administration procedure
Given our exceptionally high standards, we carefully select service delivery partners and have specific rules around whom we work with and how we work with specialist sub-contractors. Learn more about our comprehensive procurement programme.

Repairs & maintenance
In 2014, Grosvenor completed a radical and comprehensive procurement programme of all repairs, maintenance and services provided to our managed portfolio of properties. This was so we could achieve high standards and best value pricing from a handful of contractors.

We now have nine main service partners who carry out works on our estate, which we’ve carefully selected based on their health and safety credentials, quality of workmanship, sustainability and value for money. Learn more about our service partners.

Out-of-hours procedure
We pride ourselves on the personal service we offer to all our customers. Your property manager is your single point of contact for all matters. However, if you need to reach us out of hours, please see our contact procedure.

Debt recovery
We have a suite of debt recovery tools at our disposable to ensure customers fairly pay for the services they consume. Details of our debt recovery procedures can be found here.

If you have any queries on the amount being charged please contact your property manager in the first instance. If you are unable to pay, please speak with us as soon as you can.

Insurance claims handling
Sadly, things sometimes do go wrong. When they do, we know this is the time when you need us most. All our property managers are trained to a high standard to work with our insurance brokers in handling insurance claims. Learn more about our insurance claims procedure. 

Community association voluntary recognition procedure
We pride ourselves on our ability to work with, support and foster a community across all customers who live and work within the properties we manage. There are several associations that we’ve established to help support customers.

Termination & handover procedure
Changing managing agents is a straight-forward procedure, but so often it’s done poorly. We have a clear and transparent policy to guide you through this process and ensure standards remain at their highest.

Employee training policy
We are proud of the culture of learning and self-improvement that we have in our team. Our people are constantly challenging themselves to be better, know more and provide the best possible service to our customers. All staff are provided with a comprehensive training plan to help support their technical competency and career development.