Customer Satisfaction Study: 1st Quarter 2016

By on Monday, January 25th, 2016 in Advice for Landlords, Market Trends, Property Management.

Every quarter we employ an independent consultancy firm to carry out a customer satisfaction survey with our Landlord’s tenants in the properties that we manage. We understand that by going the extra mile to ensure our customers are happy and content in their home, we are protecting the long term investment in the property for our Landlords. A long, unbroken lease is normally a profitable one. Regardless of whether the results are good, bad or average, we publish them here to reinforce our values for transparency, honesty and to ensure our customer care remains consistent.

Initial Contact

Residents that moved in up to six months ago were asked if they had received a welcome call or email at the start of their tenancy.

Customer Satisfaction Study: 1st Quarter 2016

Property Inspections

Twice a year our Property Managers inspect the properties that we manage. They ensure that the property is in good order, that it is being maintained and report any concerns that the tenant has bought to our attention.

We ask the resident to rate their satisfaction with the inspection, the ease of setting up the appointment and our punctuality.

Customer Satisfaction Study: 1st Quarter 2016

Responsiveness

Communication and a speedy response to any maintenance issues or queries is critical to providing good property management.

We ask the resident to rate our responsiveness to any enquires or issues they have reported during their tenancy.

Customer Satisfaction Study: 1st Quarter 2016Effectiveness of the Property Manager

Every property that we manage is assigned a Property Manager at the start of the tenancy. This provides one point of contact for both Landlord and Tenant throughout the tenancy.

We ask the resident to rate how effective their Property Manager has been and how efficiently any problems or queries have been dealt with.

Customer Satisfaction Study: 1st Quarter 2016

External Contractors

All our contractors and maintenance teams are fully insured, qualified and vetted, and whilst they are independent of Hurford Salvi Carr we understand that a poor service from one of our contractors has a direct impact on our reputation as well.
We ask the resident to rate the overall performance of our contractors if they have had to attend to any maintenance issues at their home.

Customer Satisfaction Study: 1st Quarter 2016

Overall Performance

We ask the resident to rate the overall performance of the property management team during their tenancy.

Customer Satisfaction Study: 1st Quarter 2016

I hope you have enjoyed reading our latest Customer Satisfaction Survey. If we can help with the management of your property, please get in touch

Customer Satisfaction Study: 1st Quarter 2016

Natalie Doyle

Manager - Property Management at Hurford Salvi Carr
Natalie has worked within the Lettings and Property Management industry since 2001 and possess an excellent knowledge of the housing acts, legislations & Compliance. Natalie was recruited into the company to run our Property Management department for clients.

Telephone: 020 7791 7033
Email: natalie.doyle@h-s-c.co.uk
Customer Satisfaction Study: 1st Quarter 2016