Why choose Grant Management?
We make property management easy.
We can help with everything from assessing your rent to offering a range of associated property management services, including interiors, repairs, renovations and property investment. You'll even have your very own dedicated Client Manager - a single point of contact for all your property management needs. Discover what makes Grant Management different from other property management companies.
Expectations of Service for Investors and Landlords
Guiding Principles
We at Grant Management have set out what our values and guiding principles as a business are. These principles should define who we are, what we do, the way in which we do it and what our customers, suppliers and employees should expect from us.
Values
- Service
- Profit
- People
- Growth
- Environment
Service. We always...
- Do what we say we would do
- Listen to our customers
- Take personal responsibility
Deliverables for Our Customers
As our customer, we believe it is key that you understand upfront what you can expect from us, so that we are both working towards the same results and expectations. We have defined this as three sets of deliverables, for you as the investor:
1) Tangible
On time delivery: we will develop and furnish your property within 9 weeks of settlement. Significant issues which may impact on this will be communicated at all times.
We will deliver a property of excellent quality.
Renovation costs will not change, and the property will be re-valued at the agreed end value.
We will always aim to achieve target rent in the peak season.
We will always aim to minimise voids, although cannot guarantee occupancy.
We will aim to ensure that you receive rent on time, in full every month: where there is an arrears issue we will chase rigorously and communicate with you.
We will carry out repairs on time, with the majority of standard repairs being complete within 14 days.
We will carry out regular inspections, on average 3 per year, and recommend any actions required to maintain the property.
Any document that you receive should be easy to read and understand (including email).
2) Communication
We will set out detailed expectations of service and give you the handbook.
We will aim to return all morning calls by the afternoon, and afternoon calls by the following morning.
We will proactively communicate with you – there should be no reason for you to chase us about an issue.
3) Behaviour
We will set out detailed expectations of service and give you the handbook.
We will aim to return all morning calls by the afternoon, and afternoon calls by the following morning.
We will proactively communicate with you – there should be no reason for you to chase us about an issue.
Our Team
You will come into contact with a number of different people in our organization but you will have one key point of contact, who will look after you and your properties.
At the initial stage of your investment, you will be in contact with a member of our sales teams who will guide you through the process and answer any question you may have.
Once the purchase of your property has concluded and it is going through the development phase, you will meet your key account manager. They will be your main point of contact at Grant Management, and are responsible for ensuring that you receive the service you require and your property is being looked after in all aspects of property management across the business.
We have different teams who deal with various aspects of your property. On occasions, you may like to speak to the relevant expert on a topic and for them to talk you through the details of any specific queries you may have.
- Lettings: local on the ground sales team who will update you on the status of your property’s rental status, and discuss any special requirements with you.
- HMO: specialist team who deal with ensuring your property meets all HMO requirements and gaining all necessary licenses.
- Repairs: technical team who will inform you of any required repairs and associated costs.
- Late or unpaid rent: this team follow up on any outstanding rent and will communicate with you on progress and gain your approval to take legal action if required.
In terms of your key account manager you can expect the following:
- A welcome meeting or call to introduce themselves and agree how you would like to be communicated to on an ongoing basis.
- A handbook setting out in detail what you can expect with regard to your property being managed.
- Your main point of contact should you have any queries, questions or issues regarding the process, the company or your property.
- Regular communication on the status of your property and highlighting any issues or opportunities.
- For those investors with 3 or more properties, an annual revaluation and portfolio review will be carried out.
Feedback
We always welcome your feedback, be it positive or negative. If you have an issue, please let us know. This gives us the opportunity to improve our service and reward our people who are doing a good job.
On an annual basis, we will formally ask for your feedback on the service you have received.
Ownership
We always aim to give the best possible service. However, things do sometimes go wrong. If that happens, we want to know about it, ensure the issue is resolved and put measures in place to prevent it happening again.
For simple issues, our aim is to deal with these on the spot. For more complicated issues, we have a structured escalation process. If something is not dealt with within two steps of escalation it will go direct to the Managing Director.
