Resident Care & Satisfaction

A well-run building is one people are happy to live in. Residents and directors are our customers, and we stay close to them: they know their property manager by name, they can reach us easily, and they see their feedback turned into action.

Close to our customers

• A named property manager who visits regularly and gets to know the building and the people in it
• Resident meetings on site, so residents can raise ideas and questions face to face
• Online issue reporting, with a reference number and updates through to completion
• A 24-hour line for emergencies, answered by our own team
• Newsletters and notices well before works start
• Welcome packs for new residents covering bins, parking, fire safety and who to call

Measuring and improving satisfaction

• A quick feedback request after every completed repair
• An annual resident and client satisfaction survey
• A satisfaction target agreed with the board, with results reported alongside finance and compliance
• An action plan from every survey, so the rating keeps improving year on year

Our aim is simple: buildings where residents notice the difference every day, directors feel confident in their managing agent, and satisfaction keeps rising.