Housebuilders Deserve Better Managing Agents With or without a New Home Ombudsman, customer expectations will continue to grow January saw the release of the new Government publication Strengthening Consumer Redress in the Housing Market. We’ve read it and it makes for interesting reading for us and our property developer clients. The report included several market research questions asked of consumers about their experiences with buying houses. Of interest to us, as property managing agents, were three questions put to respondents: Have you ever made a complaint relating to the renting, selling or purchasing of your property, or relating to the management or maintenance of a property in which you are a renter or leaseholder? 46% of respondents said 'Yes’ and a further 34% said they 'did not know how to make a complaint’ (suggesting that a proportion would have done so). The next question was; If you have complained about the renting, management, selling or purchasing of property, who did you complain to? The largest of response – at 24% - was 'Developer’ and the next biggest response - at 13% - was 'Managing Agent (leasehold)’. No surprises there. And finally, a third question asked was; If you have used a housing redress scheme how would you rate the service that you received out of 10? (With 1 being poor and 10 being exceptional). A staggering 55% put 'Very Poor”. This document is a consultation response so isn’t law. But, whatever the government’s plans in this area, the fact is that customers have a right to complain and this expectation will grow, not least because of the recent issues surrounding leaseholds which has tarnished the reputations of housebuilding. Now more than ever housebuilders need a capable managing agent presence on and off site to represent them and to manage residents’ expectations. Now is the time to have managing agents who build clear, purposeful relationships with residents, like Block Management UK. From our beginnings with a single property in London, we have always focussed on customer service. From establishing performance-related KPI’s like phone call answering rates to hosting leaseholder meetings. And from constantly improving our reporting practices to regular customer newsletters. So we’ll be posting this consultation document onto our intranet site as part of our policy of maintaining a high level of customer insight amongst our staff. This way we give customers – residents, landlords and housebuilders – the service they deserve. (04 March 2019 )

Housebuilders Deserve Better Managing Agents

With or without a New Home Ombudsman, customer expectations will continue to grow

January saw the release of the new Government publication Strengthening Consumer Redress in the Housing Market. We’ve read it and it makes for interesting reading for us and our property developer clients.

The report included several market research questions asked of consumers about their experiences with buying houses. Of interest to us, as property managing agents, were three questions put to respondents:

Have you ever made a complaint relating to the renting, selling or purchasing of your property, or relating to the management or maintenance of a property in which you are a renter or leaseholder?

46% of respondents said 'Yes’ and a further 34% said they 'did not know how to make a complaint’ (suggesting that a proportion would have done so).

The next question was; If you have complained about the renting, management, selling or purchasing of property, who did you complain to?

The largest of response – at 24% - was 'Developer’ and the next biggest response - at 13% - was 'Managing Agent (leasehold)’. No surprises there.

And finally, a third question asked was; If you have used a housing redress scheme how would you rate the service that you received out of 10? (With 1 being poor and 10 being exceptional). A staggering 55% put 'Very Poor”.

This document is a consultation response so isn’t law. But, whatever the government’s plans in this area, the fact is that customers have a right to complain and this expectation will grow, not least because of the recent issues surrounding leaseholds which has tarnished the reputations of housebuilding.

Now more than ever housebuilders need a capable managing agent presence on and off site to represent them and to manage residents’ expectations. Now is the time to have managing agents who build clear, purposeful relationships with residents, like Block Management UK.

From our beginnings with a single property in London, we have always focussed on customer service. From establishing performance-related KPI’s like phone call answering rates to hosting leaseholder meetings. And from constantly improving our reporting practices to regular customer newsletters.

So we’ll be posting this consultation document onto our intranet site as part of our policy of maintaining a high level of customer insight amongst our staff. This way we give customers – residents, landlords and housebuilders – the service they deserve.

(04 March 2019 )

To speak to one of our experts about how we can manage your property, please click the 'Get a Quote' button below, fill out the form and a member of our Business Development Team will contact you.