Making sure you get the best possible service
We’ve launched a managing agent project to make sure our customers get the best possible service. By working more effectively with external managing agents, we’re reducing risks, staying compliant, and ensuring clear accountability - so every customer experience is smooth and reliable.
Key achievements include:
- Performance monitoring
We’ve set clear goals for all managing agents and review their performance every quarter. If things aren’t on track, we work closely with them on an improvement plan to make sure standards are met.
- Compliance and financial controls
When we process invoices, we check them carefully to make sure they include all the required information under Leasehold Reform. This helps us stay compliant and ensures we’re getting good value for money.
- Improved transparency and data management
We’ve pulled everything into one easy-to-find place—managing agent agreements, Section 106 obligations, and contact details. Each contract is now linked to the right property in our housing system, and we keep an eye on expiry dates, so nothing renews automatically without us knowing.
- Customer complaint handling
We’ve introduced a new way to handle complaints about managing agents, making sure it meets Housing Ombudsman standards. Most importantly, it’s designed to make things better for you—helping us resolve issues more effectively and improve your overall experience.
