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Tenant Survey Results 2013

Most of our landlords want to ensure that their tenants are happy in the property – with that in mind, we thought our landlords might like to know the outcome of our recent tenant survey.

We asked all our tenants to complete a survey which asked them what they thought of our customer service. We had a 10% completion rate and we received some really constructive feedback - 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.”

We are addressing 3 main areas which seemed to crop up frequently:

1.   Communication – many tenants did not feel we communicated enough with them. We are addressing this by improving tenant correspondence overall, introducing a welcome phone call the day after lease signing and introducing personalised maintenance welcome email.

2.   Maintenance Reporting – many tenants commented that we should have easier ways of reporting maintenance issues. We have introduced a new text maintenance hotline so tenants can text us their maintenance issues instead of phoning or emailing. This seems to suit a lot of our younger tenants. We have already introduced the in house handyman which is helping to alleviate a lot of the time delay issues.

3.   General customer service and communication within our office – 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 removal of problem tenants and perusal of rent arrears.


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