Quality Assurance Team
We are proud of our reputation as a provider of excellent customer service and we always do everything we can to make sure we exceed the expectations of our clients.
Quality Assurance - Estate Agents
We are proud of our reputation as a provider of excellent customer service and we always do everything we can to make sure we exceed the expectations of our clients. The appointment of our own Estate Agents Relations Officer is indicative of our dedication to maintaining and building on our good work with agents throughout the country.
We see the third party suppliers that we work with as an extension of our team, and we will only work with the best available agents that have a demonstrable track-record. Agents that share our passion, those with an expert knowledge of their local area and who can prove a successful sales history must also demonstrate that they have a realistic approach to valuing in order to meet the LSL CCD grade.
We never knowingly work with a company that we would not want in our own home, so we manage our contractor relationships tightly. We have a dedicated Supplier Quality Standards Officer who uses a number of channels to ensure our contractors are working as we expect them to be – efficiently, effectively and to the highest standard at all times. We closely monitor contractors and allocate work purely based on performance, so only the best find themselves establishing a long-term relationship with us.
Our contractor selection process is a lengthy one because we make sure we get it right from the beginning. Each month we audit at least 10% of our cases, checking turnaround times are consistent with our SLAs, and we are diligent with our complaints and praise log. We publish a monthly league table which is compiled from our thorough performance monitoring and gives further incentive to our contractors.