Client feedback is important to all businesses, but when you’re working with people’s homes it’s even more important. At Taylor and Martin, we take client feedback seriously, and we believe it helps keep us competitive and tuned in to homeowner requirements.
When we receive client feedback that’s effusive in its praise, it fills us with incredible pride and makes us even more motivated to provide the best possible experience.
Here’s why some of our clients work with Taylor & Martin.
Attention to detail
Our team of professionals take pride in their work and always make sure the common areas of the properties we look after are maintained to the highest standard. Regular visits mean we spot maintenance issues and repairs early and act quickly to set things right for residents.
We were delighted to receive this feedback from Mrs S Smith, a resident at Kingsland Gardens.
She said: “Taylor & Martin have impressed with their close attention to any issues raised, their regular site visits, friendly and regular communication and their ability to get things done. A properly professional service.”
Personal level of service
We offer a single point of contact to make sure our clients know exactly who’s responsible for their property. The last thing we want is for our clients to feel they have to start from the beginning, forced to explain their issue to multiple different people (something that happens far too often).
Face to face meetings at times that suit homeowners? That’s just part of our service. While a 24/7 emergency line gives our clients peace of mind – whenever a problem occurs, we’re there to solve it.
Dr W Totten, a resident at Park Terrace recently moved from a house outside Glasgow to a flat in Park Terrace. It had been a long time since he’d dealt with a factor. We’re proud that our team were able to put him at ease.
He said: “I was apprehensive about dealing with a factor, but I have been delighted with Taylor & Martin’s service and their hands-on, personal touch. They have made the transition from private to communal living a great experience.”
Tailored factoring services for every property
Our team understands that every property is unique and comes with its own requirements and potential challenges, so we work with homeowners to get the right level of service to suit their needs.
This could involve services like window cleaning, lift maintenance, gardening and landscaping, or even maintaining play parks.
Before working with Taylor & Martin, Mrs J Miller was frustrated at the standard levels of client care in the sector.
She said: “Early in 2020 we decided to seek new factors after a period of poor and mediocre service from one of the larger property management companies in Edinburgh.”
“On tendering for our business, Taylor & Martin impressed us with their understanding and close attention to the detail of our requirements. Over the last year they have fully lived up to their proposals to provide a premium bespoke service.”
Clear and consistent communication
As well as regular email updates to keep homeowners informed about their properties, our experts will post important information to a personalised online portal that allows you to view all information associated with your property such as upcoming bills and invoices.
We want communal living to be the best possible experience for our clients. That’s why we step in to organise and facilitate homeowners meetings to discuss building issues, and offer easy-to-understand advice.
Mr G Docherty, a Taylor & Martin client who lives on Clarence Drive, is “very impressed with Taylor & Martin’s levels of communication and enthusiasm.”
He added: “They are proactive, arrange homeowners’ meetings, encourage discussion and effectively arrange the necessary works.”
Flexible and transparent billing arrangements
We work with homeowners to make sure that bills and payment schedules are manageable and reasonable. We offer flexible billing arrangements so that when work needs done, homeowners have time to prepare for it.
Mr M. Stricivic, a resident at Royal Terrace, commented: “Taylor & Martin’s attitude to customer service is hands-on, responsive and diligent, coupled with a billing structure which is transparent, customer-focused and significantly cheaper than we were paying before.”
Tried and trusted contractors for every job
We understand it’s important to know who’s coming in and out of your property. For your peace of mind we always tell clients who will be attending and when so there are no uncomfortable surprises.
We only work with our trusted list of contractors, and regularly do quality inspections to ensure that work is done to the highest standard and effectively resolves any problems.
Ms L Cramsie, Clouston Street found Taylor & Martin to be “quickly responsive to our needs and requests in relation to our properties”.
“They have a decent portfolio of workmen, good supervision of work done (including photos circulated to all the owners upon completion) and competitive quotes for any expensive projects.”
Is Taylor and Martin the right factoring service for your property?
Many homeowners and developers come to Taylor and Martin based on our reputation for our customer service and professionalism. To find out if we can tailor a factoring service to meet the unique needs of your property and residents then get in touch for an informal chat today.