In March, we invited all landlord and tenant clients to take part in our annual Client Satisfaction Survey. Each year we create separate landlord and tenant surveys to collect valuable feedback, providing an opportunity for clients to let us know what aspects of our service they are happy with, and highlight any areas where we can improve to better meet their needs.
At Clan Gordon, we know that happy tenants make the best tenants, so we always aim to provide the same exceptional customer service to our tenants as we do our landlords.
We asked tenants to rate our level of customer service and found that, of those who responded, 90% of tenants rate our customer service as ‘excellent’ or ‘very good’.
How would you rate our level of customer service?
We know that communication is important to all of our clients, and is central to providing an exceptional level of customer service.
We asked tenants to rate our communications in relation to responding to queries regarding their property. 98% of tenants confirmed that they are satisfied with our level of communication.
90% of tenants rated our level of communication as ‘excellent’ or ‘very good’.
How would you rate our level of communication in terms of responding to any queries about your property?
Clan Gordon Properties
It is important to us that tenants feel comfortable in their Clan Gordon property, so we always aim to provide quality accommodation that is fit for purpose. We asked tenants for their thoughts on the quality of their property when they moved in.
Of those who responded, 96% of tenants were satisfied with the quality of the furnishings and decoration in their Clan Gordon property.
67% of tenants rated the quality of the furnishings and decoration as ‘excellent’ or ‘very good’.
How would you rate the quality of your Clan Gordon property in terms of decoration and furnishings?
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Cleanliness of properties is also important for tenants, helping them to settle more quickly into their new home. All Clan Gordon properties are deep cleaned before tenants move in.
95% of tenants responding to the survey confirmed that they were satisfied with the cleanliness of their property when they moved in.
82% of tenants rated the level of cleanliness as either ‘excellent’ or ‘very good’.
How would you rate the cleanliness of the property when you moved in?
We believe that tenants who are happy with their lettings property are likely to stay for longer, minimising upheaval and costs for both tenants and landlords. This is one of the primary reasons that we only work with landlords who are willing to provide quality lettings properties. We asked tenants what bearing the quality of the property has on their decision to extend their tenancy.
94% of responding tenants confirmed that the quality of the property is either ‘very important’ or ‘important’ to their decision to extend their tenancy.
To what extent is the quality of the property important to your decision of whether to extend your tenancy at the end of the initial fixed term period?
Clan Gordon Maintenance
Maintenance issues arise from time to time, even in the most well maintained properties; our maintenance team work to ensure that any inconvenience experienced by tenants is minimal by ensuring issues are dealt with as quickly as possible. Communication with tenants, contractors and landlords is key to dealing with maintenance issues quickly and effectively.
We asked tenants if they are satisfied that maintenance issues are dealt with in a timely manner. Of those who responded, 81% of tenants confirmed that they were either ‘very satisfied’ or ‘satisfied’ with the time it took to resolve the issue.
How satisfied are you that maintenance issues are dealt with in a timely manner?
Working to resolve maintenance issues quickly is important to our tenants, however, we work only with local contractors who meet our high standards on quality and value. We asked tenants to comment on the quality of work carried out at their property to gauge how happy they are with the standard of work by our contractors.
77% of tenants who responded were ‘very satisfied’ or ‘satisfied’ with the work carried out by our contractors.
How satisfied are you with the quality of maintenance work carried out at your property?
Recommend Clan Gordon
Client referrals are extremely important to growing our business, to gauge client satisfaction with the service that we provide we asked tenants if they would recommend Clan Gordon to a friend.
97% of tenants who responded to the survey confirmed that they would recommend Clan Gordon to a friend.
Would you recommend Clan Gordon to a friend?