One thing that we are very proud of as a business is the great relationships we build with our maintenance contractors. These relationships enable us to ensure that we get great service and great prices from contractors - providing us as Landlords with all round great value! Most of our contractor partnerships start with recommendations from our existing landlords which is always a good endorsement of quality work. In addition to these recommendations there are loads of things we do to ensure Landlords and Tenants receive great service and that properties are protected................ - All Contractors sign a specific Gatekeeper Contract before any job is issued - this helps us to ensure our standards are maintained. - We keep a copy of the contractor's current liability insurance & any regulatory certification (such as Gas Safe) on file - this helps us ensure that the contractor is certified and insured - we have a fantastic system which also keeps on top of the renewal of these policies. - All maintenance issues that are reported go through a pre screening process with the tenant to ensure we remove any user error issues and get a full understanding of the problem. - All jobs issued have a set budget agreed with the Landlord. If the job cannot be fixed within this budget further authority must be gained before work commences. If a contractor completes work over the value of this budget they do not get paid - protecting our Landlords investment. - We have a monthly meeting with all contractors to make sure we review service and just as importantly review customer feedback and comments. - We benchmark pricing on a quarterly basis to ensure we continue to get competitive pricing vs the market place, ensuring best value is always obtained for the Landlord. - We spot check quality of work and if work is not up to scratch following review contractors get de-listed from our approved contractors list. - We provide contractors and tenants with each other's contact details so that access arrangements can be made swiftly, ensuring quick repair turn-around times and more property protection. - For emergency jobs we have a 24 hour emergency helpline for tenants with contractors on stand-by. - Every tenant in an occupied property is sent a customer satisfaction survey in order to 'rate' the contractors service level and performance. ...............A small part of what we do that provides our Landlords with a huge amount of confidence that all jobs big and small are monitored and managed at all levels.
'£50 Prize' for Idea of the Month....
One of the suggestions that came out of the Landlord 'think tank' last month was that we could award a prize to the best idea/suggestion that we received from our Landlords. Well why not we thought..........So for the best idea or suggestion we receive on what we could do to further enhance our service to Landlords we will do exactly that. The best idea will receive £50, plus as the goodwill season approaches we will award £20 to the person who comes up with the second best idea. Please email me directly with ideas and the team & I will review and select the best ones for implementation - we will announce the winners in next months' newsletter - extra cash for Christmas has never been so easy to earn. email me on : email@example.com
Mat Symons Sales Director - Gatekeeper Property
Customer Service October 2011
96% Customer satisfaction was achieved in the month of October, A great result from all the teams hard work and effort
Colleagues Comments - Mat Symons (Sales Director)
Wow! This year has gone at whirlwind speed. The team & I have worked non stop ensuring we drive to improve all aspects of our business. We have seen some amazing initiatives launch this year that have received rave reviews from not only customers but industry press and, even better, our competitors. With our new year planning under way we anticipate next year will be just as exciting and dynamic. I would like to thank everyone that has helped support and develop the ideas we have implemented, it is fantastic to have some customers that feel passionate about the relationships we build!