Customer service charter

BRAM is a property management company set up by Barratt London to exclusively manage and maintain the surroundings of your development*. This means taking care of communal areas by doing jobs like changing light bulbs, repainting walls, mowing grass and undertaking repairs to lifts and communal boilers. BRAM will ensure your development is presented to a high standard at all times and that all services and facilities are maintained.

Our commitment to you:

Complete transparency

We’ll let you see exactly how we spend the service charge in a clear and concise way, which will be independently audited. The service charge will be held in trust in a dedicated bank account.


As BRAM is part of Barratt London, the company that built your development, we know it inside out. Most other managing agents don’t build homes, so they don’t have our experience, expertise and industry connections, all of which help save money.

Excellent communications

We’ll always keep you up to date with the latest information about your development. If we’re planning work that might affect you or we discover a problem, we’ll let you know as soon as possible.

A personal service

With BRAM you’ll be able to speak to a member of our team dedicated to your development. We’ll write to you and provide you with the name and contact details of your Manager so you’ll always know exactly who you’re dealing with.

Easy, instant access

We’ll make it easy for you to contact us with a simple, streamlined process to suit your lifestyle. You can call, email or simply speak to your concierge, where available. If you have a more complicated query you will need to contact our  BRAM customer service team directly. We will acknowledge your enquiry within 3 days and provide a full reply within 10 working days.

A proactive service

We’ll carry out a full inspection of your development a minimum of once a month to identify and anticipate issues, fixing them before they become problems. And we’ll regularly review our service and suppliers to make sure they’re as good in quality and value, as they can possibly be.

Peace of mind

We’ll be there for you 24 hours a day, seven days a week in the unlikely event that something goes wrong. We’ll also make sure your development is fully compliant with all health and safety regulations.

All the information you need

When you move in or take ownership, we’ll give you a comprehensive welcome pack that tells you everything you need to know about your home and what you can expect from us.

*Selected Barratt London developments only