Working With ELE

This document sits alongside the ELE Client Charter. The charter sets out our standards and principles. This document explains how those standards show up day to day. It exists to remove uncertainty, protect quality and make projects run smoothly for everyone involved.

HOW WE DELIVER HIGH-QUALITY WORK, IN PRACTICE.

HOW PROJECTS ARE SET UP

Every project starts with clear scope, timelines and responsibilities.

We agree:

  • what success looks like
  • key milestones and review points
  • who is responsible for providing input and sign-off
  • any immovable deadlines

If something changes or risks emerging, we flag it early and deal with it openly.

COMMUNICATION AND AVAILABILITY

We aim to be responsive, clear and easy to deal with.

In practice:

  • we work within agreed working hours and will always let you know if someone is unavailable
  • emails are monitored regularly during the working day
  • if something is urgent or time-critical, we encourage you to flag it clearly
  • for high-pressure deadlines, we agree communication plans in advance

We don't believe in constant availability, but we do believe in reliability and clarity.

THE INFORMATION WE NEED FROM YOU

High-quality work depends on high-quality input.

We rely on clients to provide:

  • complete and accurate background/supporting information and feedback when asked
  • access to relevant documents, data and people
  • timely responses at agreed stages
  • a clear decision-maker for feedback and sign-off

Delays or gaps in information can affect timelines and quality. If this happens, we will be transparent about the impact and agree next steps with you.

In the case of directory submissions, for example, if you aren't able to provide the required information within the agreed deadlines we may ask you to seek an extension from the directory.

DEADLINES AND HIGH-PRESSURE WORK

We are used to working to immovable deadlines, particularly for directories and launches.

To protect quality under pressure:

  • we plan backwards from fixed deadlines
  • we are clear about what is realistically achievable
  • we may ask for faster turnaround on feedback when timelines are tight
  • where less than two weeks remain before a directory deadline, and you have not provided all required information, we may recommend that you seek an extension from the Directory

If we believe quality is at risk, we will say so. Protecting your reputation matters more than rushing something through.

CHANGES, SCOPE AND SURPRISES

Projects evolve. That's normal.

When changes arise:

  • we'll explain the impact on timelines, fees or workload
  • we'll agree how to proceed before doing additional work
  • we'll always aim to be fair, transparent and practical

No surprises, on either side.

FEES AND BILLING

Fees are agreed in advance and linked to the scope of work.

We are clear about:

  • what is included
  • when invoices will be issued
  • who to contact with any questions

We don't believe in hidden charges or unexpected billing.

DRAFTS, REVIEWS AND SIGN-OFF

Our drafts are thoughtful and considered, not rushed placeholders.

You can expect:

  • a first draft that reflects our best professional judgement and available information
  • clear guidance on what feedback will be most helpful
  • refinement and polish based on agreed feedback

We distinguish between:

  • refinement and clarification
  • fundamental changes or new direction

Where changes affect scope or timelines, we will discuss this with you openly before proceeding.

FEEDBACK AND CONCERNS

We care deeply about the quality of our work and our client relationships.

If something isn't working:

  • raise it early
  • speak to your main contact or the project lead
  • we will take it seriously and address it promptly

Feedback helps us improve and is always welcome.

You come to ELE for calm, expert support on work that matters. These practicalities exist to protect that experience.

Our aim is simple:

  • to take work and stress off your plate
  • to deliver work we are proud to put our name to
  • and to make the process feel clear, professional and human from start to finish.
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