Clan Gordon Tenant Survey 2026: High Satisfaction and Valuable Feedback
At Clan Gordon, we believe the best way to improve our service is to listen carefully to the people who experience it every day.
Each year, we ask our tenants to complete a survey about their experience renting through us. The feedback helps us understand what we are doing well, where expectations are changing, and how we can continue improving the service we provide.
This year’s results show the vast majority of tenants continue to have a very positive experience renting through Clan Gordon, while also providing helpful insight into areas where we can refine our processes further.
Tenants Continue to Recommend Clan Gordon
One of the clearest measures of satisfaction is whether tenants would recommend their letting agent to others.
In the 2026 survey, 96.9% of tenants said they would recommend Clan Gordon to someone looking for a property to rent in Edinburgh.
This is broadly consistent with the previous survey and reinforces the trust tenants place in the team.
One tenant commented:
“Clan Gordon has been the best letting agency I have encountered. Any issue is dealt with promptly and efficiently and with courtesy.”
Another said:
“The communication is excellent, definitely the best I’ve experienced during my years renting in the UK.”
These responses highlight the importance of maintaining a service that feels responsive, professional and approachable.
A Strong Overall Tenant Experience
Tenants were also asked to rate their overall experience renting through Clan Gordon.
More than 90% of respondents described their experience as either ‘Exceptional’ or ‘Very good’, with almost half selecting the highest possible rating.
This level of satisfaction reflects the work the team does every day managing tenancies, coordinating maintenance, and supporting both landlords and tenants throughout the rental journey.
Confidence in the Clan Gordon Team
The survey also asked tenants how confident they feel in the knowledge and skills of the Clan Gordon team.
The results remain very strong:
- 88.7% of tenants said they were extremely or very confident in the team’s knowledge and skills
- 85.6% said the team was extremely or very aware of their property
For tenants, this confidence is important. When issues arise in a property, tenants want to know they are speaking to people who understand both the building and the process for resolving problems.
One respondent explained:
“Whenever we contacted the team, they always seemed to know the answer. If they didn’t know immediately, they were proactive in finding out and getting back to us.”
Communication Remains a Core Strength
Communication continues to be one of the strongest areas highlighted by tenants.
In this year’s survey, 90.7% of tenants rated communication as extremely or very helpful.
Many tenants highlighted quick responses and clear updates regarding inspections, repairs and property matters.
Comments included:
“Always kept up to date on inspections and repairs.”
“They reply quickly and provide the support we need.”
Tenants continue to rate Clan Gordon highly for communication, with over 90% describing it as extremely or very helpful.
Faster Responses to Property Issues
Another positive result from this year’s survey was the level of responsiveness when tenants report issues.
94.8% of tenants said the team was extremely or very responsive to problems raised within their property.
This reflects the systems and processes in place for managing repairs, coordinating contractors and keeping tenants informed throughout the process.
One tenant shared their experience after a burst pipe:
“Clan Gordon quickly had a plumber on site and the issue was resolved with much less stress.”
Maintenance Feedback: Good Results With Room to Improve
Maintenance is naturally one of the most complex aspects of property management. It involves landlords, contractors, building systems and sometimes unexpected problems.
In the 2026 survey:
- 83.5% of tenants rated property maintenance as either excellent or good
While this is still a strong result, it was slightly lower than in the previous survey. The comments help explain why.
Some tenants mentioned situations where repairs required multiple visits or took longer than expected to resolve, particularly where complex systems such as heating were involved.
This type of feedback is extremely valuable, as it helps highlight where coordination between contractors, property managers and landlords can be improved.
Satisfaction Across Core Management Services
Tenants were also asked to rate how well Clan Gordon performed in several areas of property management.
The results were very encouraging:
- 92.8% were satisfied or very satisfied with managing maintenance
- 88.7% were satisfied or very satisfied with managing inspections
- 87.6% were satisfied or very satisfied with managing property safety certificates
These are the day-to-day services that shape the tenant experience most directly, so it is encouraging to see such strong satisfaction across all three.
What Tenants Said Could Be Improved
The most common themes raised in the comments included:
Maintenance follow-ups
Some tenants felt repairs required several visits or took longer than expected to resolve.
Inspection frequency
Several tenants suggested that annual inspections might be sufficient rather than every six months.
Contractor access and scheduling
A few respondents highlighted situations where contractors attended properties without clear prior notice.
This kind of feedback matters because it helps us look beyond the headline scores and focus on the day-to-day details that shape the tenant experience. It also gives us clear areas to keep reviewing as we work to make the service more consistent at every stage of the tenancy.
Positive Feedback From Tenants
Alongside the practical suggestions tenants shared, there was also a huge amount of positive feedback about the Clan Gordon team and the service we provide day to day.
Many respondents highlighted the team’s professionalism, responsiveness and friendly approach, with comments such as:
“This small but mighty agency makes us feel very welcome.”
“Staff are always friendly, energetic and quick to respond.”
“Clan Gordon is hands down the best letting agency I’ve experienced.”
Comments like these are hugely encouraging for the whole team and we are grateful to everyone who took time out of their day to participate.
Listening, Learning and Improving
Tenant feedback plays an important role in shaping how we work.
This year’s survey confirms that Clan Gordon continues to deliver a high standard of service for tenants across Edinburgh. At the same time, the feedback highlights areas where processes can continue evolving, particularly around maintenance coordination and property preparation.
For landlords, strong tenant satisfaction is important too. Happy tenants are more likely to stay longer, look after the property and communicate early when issues arise.
By listening carefully and acting on what tenants tell us, we can continue improving the renting experience for everyone involved.
If you are one of the tenants who took the time to complete this year’s survey, thank you. Your feedback helps ensure we continue raising the standard for property management in Edinburgh.