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.
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.
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.
Effectiveness 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.
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.
Overall Performance
We ask the resident to rate the overall performance of the property management team during their tenancy.
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
Telephone: 020 7791 7033
Email: natalie.doyle@h-s-c.co.uk
- Customer Satisfaction Study: 1st Quarter 2016 - January 25, 2016
- Property Management Satisfaction Survery: 3rd Quarter 2015 - October 26, 2015
- Property Management Customer Satisfaction Survey: 2nd Quarter 2015 - July 20, 2015
