Sometimes, but only when the person responsible has been on annual leave.
No, not at all. Our service outshines everyone else.
Occasionally we lose instructions to the larger letting agents.
In some ways yes, but we work with what we've got.
Definitely. We'd love to be able to offer the same services as the larger corporate agents.
No. We have people assigned to different roles to ensure all tasks are accomplished just as they should be.
Sometimes, but generally only when team members are on annual leave.
In the busier months, yes, this can be an issue - but in the quieter months everything runs smoothly.
All the time. There never seems to be enough hours in the day.
No - we have a loyal team of staff that have worked together for years.
Not quite 5% but close to it.
Yes, but no more than 10%
Yes - we feel like we are constantly recruiting and never finding the right people.
Yes, we can all recite them off by heart.
Yes, and we're all aware of most of them.
Yes, but we don't know what they all are.
No....surely there cannot be that many!?
Yes, I think so.
They should be. We purchased a template on-line.
No, probably not.
Yes, we have the required processes in place.
We tend to put reminders in our diary system and generally that works OK.
No, we don't offer a renewals service to our landlords - tenancies become periodic.
No - we tend to only have time for this when we are chased by the landlord or tenant.
Probably a little bit more than that - up to 5%.
No, over 5% are in arrears.
I have no idea - we've never calculated the percentage.
No, this has never happened to us.
This has happened once or twice, but we've looked to put procedures in place to learn from our mistakes!
It's been known to happen from time to time - but mostly due to in experienced staff members.
Yes - this constantly happens.
No. We outsource our out-of-hours calls to a call handling service.
We give tenants our contractors details to contact in case of an emergency.
Yes, this is how we handle out-of-hours emergencies.
No. No one answers these calls, tenants can leave a message on the answering machine and we pick the message up the next working day.