Meet our award-winning lettings team

Outstanding customer service is something that’s always been very important to us – which is why we were over the moon to receive the gold award for best lettings agent in the region at the British Property Awards thanks to our team’s customer service recently.

We caught up with Lettings Manager Deborah Murray and Property Manager Alison Gray to find out more about how the team guarantee such high levels of customer satisfaction…

What does it mean to win the British Property Award for best letting agent in the region?

Deborah: It really means a lot as it emphasises that our key ethos of customer service is still as important today as it was when the business was started 30 years ago.

What does good customer service mean to you?

Alison: Delivery of our services in a timely and efficient manner – it’s the bedrock of everything we do.

Deborah: Having all worked in the lettings industry for a long period of time, we know what both our landlords and tenants look for when using a letting agent. We want to be able to provide a professional but friendly service to our clients and have many long-term landlords who we have built great relationships with.

We take enormous pride in our work and hope this comes across when dealing with clients.

Why do you believe customer service is so important when dealing with lettings?

Deborah: Although technology plays a huge role in every part of our lives, property is still a people service. We pride ourselves on making sure our customers receive a professional and friendly service regardless of who they speak to.

When any problems occur, we have the experience to resolve things quickly and efficiently, offering our clients the best service possible.

How do you guarantee exceptional customer service?

Alison: As Property Manager, it’s important that I bond with clients and tenants alike, gathering information on their past experiences and recognising their needs and requirements. We’re informative about the services we deliver, so clients feel reassured that these needs will be met.

How do you make sure customer satisfaction is high throughout the lettings process?

Deborah: We always strive to ensure that whoever we’re dealing with, we always provide honest and straightforward advice. We take a personal approach and resolve any issues by placing ourselves in the clients’ shoes and think how we would want the issue resolving if we were in the same position.

We keep up to date with any changes in legislation and attend regular training sessions, so our landlords can be well-informed and always adhering to the latest rules. This really enhances the service we offer.

How has Covid-19 affected property management, and how have you ensured good customer service throughout this?

Alison: Covid-19 restrictions mean we’re unable to visit with our tenants for inspections, but we’ve adapted to communicate via WhatsApp video calls – I love that most tenants greet me with a wave! We also have a software system where tenants can report their maintenance ahead of inspection, so we make sure everyone’s aware of this prior to inspections.

Why is good service so important to landlords and tenants when it comes to property management?

Alison: It’s a big responsibility looking after client’s properties, so it’s important we reassure them that they will be kept fully informed on the condition of their property at all times in order to make decisions.

For tenants, particularly those who have received a poor service in the past which has resulted in them moving home, it’s important to offer the comfort of continuity of service.

If you’re considering letting your property or are looking for a rental home, get in touch with the lettings team on 01642 603603 or lettings@brownsestateagency.co.uk.