Why choose Grant Management?

At Grant Management, we aim to provide excellent levels of property rental service. As a tenant, you'll benefit from:

• Online property rental help at http://www.gmhelp.com/
• A 24/7 helpline for emergency repairs
• A dedicated tenant helpdesk

Moreover, Grant Management is a member of ARLA - the UK industry standard for property rental agents. As a member, we've signed up to a code of conduct - meaning we operate to the highest standards and ensure our property management team delivers on service and best practice.

Expectations of Service

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.

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 a tenant:

 Tangible

1. We endeavour to find a property which matches your needs and expectations as closely as possible. We always turn up for viewing appointments on time.
2. We deliver clean, safe properties in move-in condition. All properties are inspected prior to you moving in and if there are any repairs outstanding, you will be informed of this and advised when they will be completed.
3. We will ensure that you are fully aware of all aspects of the move-in process, and advise you when payments are due.
4. Repairs during your tenancy will be undertaken quickly and efficiently. You will be advised by your dedicated Tenant Help Desk team as to when they will be completed: most standard repairs will be completed within 14 days.  We also offer a 24 hour emergency call handling service for repairs, to ensure that you have a round the clock service.
   
5. During the tenancy, we will give you the opportunity to secure the property for the following year before we commence remarketing.
6. We will always endeavour to release your deposit within 14 days.

 Communication

1. We will set out detailed expectations of service and give you the A to Z guide of your tenancy.
2. We will aim to return all morning calls by the afternoon, and afternoon calls by the following morning.
3. We will always ensure that whoever is dealing with your call gives their name at both the start and end of the call, so that you know who you are dealing with.
4. We will proactively communicate with you – there should be no reason for you to chase us about any issue.

 Behaviour

1. We will always do what we say we would do
2. We will be proactive and take personal ownership for an issue
3. We will be positive and helpful in all interactions with you
4. We are interested in you as a person, as well as a customer

Our Team

You will come into contact with a number of different people in our organisation. At the initial stage as a tenant, you will come into contact with a member of our sales team, who will guide you through the process and answer any questions you may have.

We have different teams who deal with various aspects of your property. They are available to help and talk you through the details of any specific query you may have.

• Lettings: local on the ground sales team who will show you round the available properties to help to find the property that best matches your needs.
• Tenant Help Desk / Repairs: this team is your first point of contact should there be any repair issues or questions relating to your tenancy.
• Accounts: this team ensures that any payments made are processed efficiently and Direct Debits are set up. If there are any issues with regard to the payment of your rent, the accounts team will be your main point of contact.

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.

We are aim to ensure your experience with us is good and that you will want to stay with us for many years!