At Clan Gordon, we know the best way to find out what our tenants think of our service is to ask them. Every year we survey tenants to check how we're doing, and we use the information to inform whether any improvements are necessary to ensure we maintain our exceptional standards. (Being Edinburgh's number one letting agent doesn't happen by accident!)
In our latest survey, completed by 100 of our tenants, 94% said they would recommend us to others, and 85% said there was nothing we could have done to improve our service. While we're delighted with those results, we're always open to hearing how we could raise the bar.
Listening to our customers and responding to their feedback helps us to improve our business and maintain our award-winning standards. We want our tenants to be happy and comfortable, so we're focused on their needs and desires.
Clan Gordon Property Managed Praised For Their Knowledge
We're committed to ensuring our agents are suitably trained and experienced to provide the best possible service. They are all qualified with ARLA Propertymark, the leading membership body for letting agents, and regularly update their skills.
In the survey, 85% of tenants rated our team's professional knowledge and skills as either far above average or above average. Positive comments included:
"In our opinion it is the most professional team we ever met."
"I have always found the knowledge of the staff excellent when I have had the need to contact them with regards to a problem."
"Always been a pleasure to discuss regarding an issue and see them to resolve."
Knowledge of individual properties is also important - 77% of tenants said our team was either extremely aware or very aware of their property.
Staff Contactable And Offer Helpful Information
We know that being contactable and offering helpful information is important to our tenants, so we're delighted that 89% of those surveyed said they rated the communication they received from our team as either extremely or very valuable. 92% said our agents had been either extremely or very responsive to any issues that had arisen.
"Communication with the team has always been extremely efficient and professional."
"Always polite and kind with utmost consideration given at point of contact."
"Communication is always very professional and quick, which in most cases is the priority."
How our Edinburgh letting agent team performed overall
We asked tenants how well we performed across all areas, including managing maintenance and inspections and keeping them updated with any tenancy changes.
- 87% were very satisfied or satisfied with how we managed maintenance and inspections
- 73% were very satisfied or satisfied with updates on any tenancy changes
"We were very satisfied with the inspections and maintenance. Very quick and professional. Extremely quick responses from Clan Gordon teams and good updates about what's happening in our flat."
"Called recently when a sewage pipe in our building broke out of office hours. Very helpful and escalated this problem to the appropriate team!"
"Maintenance response has always been top-notch, with issues generally getting resolved quicker than expected. There haven't really been any changes to our tenancy. Inspection management has been fine, no issues or complaints here."
"Remarkable attention to detail and communications. Extremely personable, kind, knowledgeable and efficient teamwork which is reassuring and helps make me feel safe and very well looked after."
Using feedback to understand how to elevate the service further
Managing Director Jonathan Gordon said: "While we are really pleased with the survey outcome, there is always room for improvement, and we'll be looking through all feedback in detail to consider where we can make a difference to our service delivery overall and do even better next year."
Every tenant deserves a home where they can feel happy and safe, where their letting agent puts their needs first. If you're not getting this, maybe it's time to make a move. Search our properties and find out what you've been missing out on!