Tenant Satisfaction Survey Results 2013
We recently asked our tenants to complete a survey which asked them what they thought of our customer service and how they felt we responded to maintenance requests.
Of the 2000 plus tenants we invited to complete the survey, we received 200 responses. A great response and well above industry standard so a big thank you to all those that responded. Overall, tenants rated our pre move in service 4 out of 5, our during tenancy service 3.5 out of 5 and our maintenance response 3.5 out of 5. While we have been pleased with much of the feedback, clearly there is room for improvement and we are really keen to take all the comments on board to improve our service and keep all our tenants happy.
A sample of some comments – the good, the bad and the ugly!
The good – “I think your service has been great so far there is nothing you could have done it improve it”
The bad – “To be more reliable at passing on messages to colleagues/returning calls”
The ugly – “very biased in landlord’s favour, length of time to attend to repairs unacceptable.”
A main focus for Fineholm has been overall customer service and communication within our office and we are working on ensuring all tenants feel valued when they contact the office and ensuring that communication within Fineholm is as good as it can be! Many of our staff have attended ARLA courses in the past 6 weeks and a leading expert in Scottish property law gave a refresher course in best practise for leases, rent arrears, notices etc.
We will be following up on our survey in the future and hope to see a further improvement in our scoring!