Gathering and effectively utilising residents’ feedback has become a pivotal practice in property management. Rooted in the Landlord and Tenant Act of 1985, which mandates consultation with tenants or residents directly or through property management companies regarding major renovations and long-term service agreements. This will, in turn, strengthen the party’s relationship by using the opportunity to gather feedback from the resident.
This article explores strategies for effectively collecting and harnessing feedback to strengthen the relationship between residents and property or block managers.
I will focus on two points and suggest practical strategies for gathering residents’ feedback.
Recognising the Significance of Residents’ Feedback in Block Management:
Whether you’re a Freeholder or a property manager, comprehending the significance of residents or Leaseholder input is paramount. It serves as a dynamic tool for issue identification, proactively preventing problems, and fostering transparent and positive lines of communication.
A Unified Vision:
Despite residents having diverse concerns and priorities, such as costs related to significant renovations, quality, and cost of services to maintain the communal area, they all share a common vision: improving the quality of life within their blocks. This shared vision is the bedrock upon which we can effectively understand and address their nee
Strategies for Gathering Residents 'Feedback
Organising meetings that engage the residents empowers them to play an active role in shaping their property’s future. These gatherings offer a platform for residents to voice their concerns, influence strategic decisions, and contribute to the evolution of property services. Crucially, transparency during these discussions, with clear delineation of objectives, often sets the stage for decisions that benefit the property manager and residents, for instance, addressing noted service deficiencies while ensuring fairness and affordability for all.
While traditional newsletters have their place, they typically represent one-way communication. To foster a more collaborative discourse, consider leveraging digital communication channels, residents intranets, message boards, forums, or even SMS when feasible. These platforms facilitate swift responses and contributions, particularly when significant changes, such as remodelling or maintenance, are in the works. Being attuned to their feedback streamlines the process of initiating improvements and avoids decisions that may disrupt the majority of residents.
Consider forming resident advisory committees composed of volunteers from your blocks. These committees can meet regularly to discuss property-related issues, brainstorm solutions, and provide valuable insights from their perspective. Collaborative discussions within these committees can yield innovative ideas for property enhancements and ensure residents have a direct voice in decision-making processes.
Create an online feedback portal or dedicated website where resdients can easily submit their suggestions, concerns, or feedback at their convenience. This virtual platform allows for efficient data collection and provides resdients with a user-friendly and accessible way to communicate their thoughts on property improvements.
Leverage social media platforms to connect with residents and gather feedback. Create private resident groups or pages where residents can share their experiences, concerns, and ideas. Social media provides an interactive space for residents to engage in discussions and provide real-time feedback, fostering a sense of community while collecting valuable input.
Organise regular site visits and property walkabouts, where property managers and residents can jointly inspect the communal area of the blocks. This hands-on approach allows direct observation of any issues or areas in need of improvement. Simultaneously, distribute paper surveys during these walkabouts to gather instant, on-site feedback about property conditions.
Place physical suggestion boxes in communal areas, asking foe suggestions or concerns anonymously, ensuring that even those who prefer not to voice their opinions publicly have a means to participate in the feedback process. Regularly review and respond to the submissions to demonstrate your commitment to addressing tenant feedback.
How to use Residents' Feedback
- Analyse Feedback: Carefully analyse the feedback you receive. Look for common themes, issues, or suggestions. Categorise feedback into different areas to make it more manageable.
- Prioritise Feedback: Not all feedback is equally important. Prioritise based on the potential impact on your business and the frequency of the issue mentioned.
- Actionable Steps: Identify specific, actionable steps you can take based on the feedback. Create a plan for addressing each issue or suggestion.
- Implement Changes: Put your plan into action. Make the necessary improvements or changes based on the feedback you’ve received. Ensure your team is aware of these changes and is aligned with the new direction.
- Communicate Updates: Inform your residnets about the changes you’ve made based on their feedback. Transparency is key to building trust. Let them know that their input was instrumental in driving these improvements.
- Monitor Progress: Continuously monitor the impact of the changes you’ve implemented. Has client satisfaction improved? Are there any new issues or concerns? Adjust your strategies as needed.
- Close the Feedback Loop: After implementing changes, reach out to residentts again to gather their thoughts on the improvements. This shows that you value their ongoing input and are committed to delivering the best possible experience.
- Document Feedback: Keep a record of all feedback received and the actions taken. This can serve as a valuable resource for future decision-making and can help identify long-term trends.
- Continuous Improvement: Use feedback as a tool for continuous improvement. Encourage a culture within your organisation that values client feedback and sees it as an opportunity for growth.
In Conclusion:
Successful property management, along with resident satisfaction, hinges on your ability to understand residents’ needs. To demonstrate your commitment to valuing their feedback, consider following up on these communication methods with periodic reviews. These reviews can take the form of in-person meetings or other comprehensive communication approaches. These follow-ups convey that you genuinely value residents’ input, promoting values of transparency, positivity, and proactive engagement, ultimately fostering residents’ happiness and trust.
At Posh Support Services, we boast a team of experienced cleaning operatives to help with communal area cleaning. We are dedicated to providing comprehensive site reports highlighting issues with photographs before residents call in.
For more information about our services, please visit our website, www. poshcleaners.co.uk or contact us on 0333 5777 393.
Resident feedback is a valuable resource that can drive your business forward. By actively seeking, listening to, and acting upon their input, you can enhance your services, increase your rating, build stronger resident relationships, and ultimately achieve greater profitability and gain more clients.