• What do we do if a customer has vacated/abandoned their office mid term ?

    If you suspect a customer has abandoned their office AND completely removed all of their belongings, Community teams should immediately initiate the in-house collections process in the following way:  Either: Go to the lockout/eviction notification email in your centre mailbox, and click on the ‘Services Suspended’/‘Office Vacated’ button  Or if you have not received this email notification: email…

  • Where do I find the details of our Agent/Broker policy ?

    Broker commission policies are updated annually. To review the current version, click here to read the Broker commission policy on the Regus.com. All leads must be registered in our sales system and Brokers can check the status of all their referrals and commission payments on the IWG Broker App or in the weekly report sent…

  • What cleaning or repair fees can we charge customers who move out ?

    When a customer moves out, there is a reasonable amount of wear and tear to be  expected in their office. Therefore,a mandatory Office Restoration fee is automatically billed to cover general cleaning and resetting the workspace for the next  customer.​ However, there are times when office damage is beyond standard wear and tear,  e.g. holes in walls, repainting, large carpet stains or broken furniture. ​ In these cases, repair or replacement costs must be recharged via the ‘Office repair’ service on TeamHub. Please see the Global Policy here for further clarity.​ Note – see here for pricing of replacement DYO furniture.​ As part of the offboarding process, you should meet with your customer to review the condition of their…

  • Why was my customer charged an Agency Fee ?

    Customers will be charged an agency fee when their account has been reinstated. This charge is for the 3rd party collection fees and will be recharged to the customer by the GSC team. The amount of the charge itself is advised to the customer in the collections letters sent out…