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Outstanding Results From Our Recent Landlord and Tenant Survey!

Posted by Lauren Quayle on March 12, 2015
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Coleman Estates are proud to announce outstanding results from a recent landlord and tenant survey, achieving 100% customer satisfaction.

The satisfaction survey was conducted throughout February with an overwhelming response from landlords and tenants alike. Kate Coleman, Lettings Director, said “We are committed to continually improving our service and can only do so by listening to our customers. We devised our landlord and tenant surveys to assess what they like about our service and for suggestions for improvements so I was over the moon to receive 100% satisfaction from both landlords and tenants in relation to our overall service, with the majority stating that they were extremely satisfied. All who responded stated that they would recommend Coleman Estates and many have already done so.”

Landlords cited communication from the team and quality of tenants as the strongest aspect of the service, with 99% of landlords very to extremely satisfied with the amount of time taken to find a tenant.

“We are proud that last year we let 162 properties from just one branch alone,” Kate continued “according to Zoopla statistics this is more than any other branch in Telford. We find tenants within 9 days on average and without compromising on the quality of our tenants. All tenants are fully credit checked and referenced and being landlords ourselves, we would not move a tenant into a property that we would not move into our own.”

“However we recognise at Coleman Estates that we also have a duty of care to our tenants as well as our landlords. We felt it important that our tenants have their say in the quality of service received and we are pleased to report that our tenants voted help and support from the lettings team as the strongest aspect of service received.”

From both surveys, certain words were repeated by landlords and tenants in relation to the lettings team including ‘helpful’, ‘friendly’, ‘efficient’ and ‘knowledgeable’. “This is due to the structures we have in place,” Gill Coleman, Managing Director, said. “We have highly trained and experienced staff covering each aspect of the lettings process and ensuring our customers receive a personal service.”

To help enhance service to landlords, staff training is on-going. “Daniel Edwards, our lettings negotiator, is currently studying for his NFOPP Level 2 Certificate in Residential Lettings and Property Management whereas Kate is now embarking on the Level 4 qualification” Gill said. “We are also pleased to welcome back Melanie Wu to our team, who started her initial training with us four years ago. After gaining experience working for Connells and other local agents, Melanie is now our maintenance co-ordinator and brings a wealth of experience with her in dealing with landlords and tenants. Overall, our team now has a combined total of 105 years of experience in the industry and local area which benefits our customers”

All survey respondents were placed into separate landlord and tenant prize draws to win a bottle of champagne and reduced fees, as a thank you for taking part.

Prize winners

Mrs Susan Jones, a new residential landlord, won the landlord prize draw and said “We are very pleased with the service we received. This is the first time we have become residential landlords and Coleman Estates made the experience very easy. The team were very easy to get in contact with and always kept us up to date. It’s fantastic that we won the prize as we don’t usually win anything!”

The winner of the tenant prize draw, Mrs Nikki Webb, a tenant of Coleman Estates for over 9 years, was equally as thrilled to have won. “I have always received brilliant service from Coleman Estates,” Nikki said “Everything has run smoothly throughout my long tenancy. Maintenance issues are always sorted out on time and I have recommended Coleman’s to quite a few people over the years. I was really shocked to learn I was a prize winner, didn’t expect it at all and it was a lovely prize.”

To discuss letting your property or renting a property with Coleman Estates, call Kate Coleman on 01952 244990.

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