Treating Customers Fairly
We’re conscious that to meet our TCF obligations there needs to be an ongoing commitment to evidencing how we monitor and review our internal and external systems. We achieve this by successfully following a Quality Assurance Plan, which includes the following checks:
Our approach to risk means we rarely get complaints, but when we do we follow a robust process that aims to provide excellent communication and resolve any potential concern as quickly as possible. We take full, personal responsibility for actively managing any issues at the minute they arise, with senior members of our management team working with accountable team leaders to satisfactorily identify an appropriate outcome.
Call recording and evaluations
All calls into and made by LSL Corporate Client Department are recorded via sophisticated telephony that enables us to routinely monitor calls to ensure quality and service delivery. Call recording forms a key part of our staff development and we are able to provide dedicated MI through call evaluations.
All contractors on our independent panel undergo quarterly contractor reviews as part of our Quality Assurance Plan. A number of areas are reviewed as part of the meeting which enables us to build on sound working relationships and identify ways to continuously improve our service to corporate clients by sharing best practice. We benchmark our contractors with Satisfaction Questionnaires, Turnaround Time analysis and independent Property Inspections. Work is then allocated on a performance ranking.
When allocating work to agents we carefully performance manage to ensure that this fundamental role is filled with an appropriate agent, first time round. KPIs we measure against include price achieved, speed and regional performance. We perform telephone Mystery Shopping of our agents and our Estate Agency Relationship Officer using this insight to manage our estate agent performance strategy. Property Inspections, commonly referred to as field visits, are carried out by qualified property professionals and where we find agents underperforming we have no hesitation in considering changing agents.
As part of our internal review process we produce a comprehensive Management Information Dashboard that not only analyses the individual performance of client teams but also the overall benchmarking stats for all corporate clients. Every individual client SLA is reviewed each month to ensure that we’re consistently delivery high standards of service and identifying areas where improvements can be made. Client Satisfaction Questionnaires are used to supplement this information and help work with clients to provide effective solutions.
LSL Corporate Client Department (CCD) has become the first asset manager in the UK to secure ISO 9001:2008 accreditation. LSL CCD conformed to the requirements of the internationally recognised standard, when independently reviewed by the British Standards Institution (BSi).
ISO 9001:2008 is the internationally recognised standard for quality management systems, maintained by the International Organisation for Standardisation. The standard requires companies to adhere to procedures covering all key processes in the their business: monitoring processes to ensure they are effective; keeping adequate records and checking output for defects, with appropriate and corrective action where necessary. One of the goals of the standard is to improve effectiveness via process performance metrics — numerical measurement of the effectiveness of tasks and activities. ISO 9001 also requires companies to track customer satisfaction.
Reputation and trust are two of the cornerstones of the industry, and this accreditation is a cast-iron guarantee to lenders that we can be relied upon to provide consistent and outstanding service. The recognition is a testament to the quality of LSL Corporate Client Department’s management systems and principles. We have a dedicated quality team, constantly monitoring our operating performance, and this official confirmation highlights that we view quality assurance as of paramount importance for our lender clients.