At Hera we are committed to providing excellent customer service. Our team ethos is to provide right first-time services to our customers. We use a number of continuous improvement mechanisms including conducting regular customer surveys to understand where improvements can be made.
We are proud of our open and transparent communication. We embrace our obligations to our clients and duty of care to our leaseholders and tenants and always look to new ways of improving our service to all.
To be a leading force in the property sector.
To gain a solid reputation as the managing agent of choice, providing a range of high quality, efficient, professional and value for money services to a variety of clients from both the private and public sectors
Our Core Values:
Honesty – We will have an open and honest approach in all our work and provide transparent and auditable services.
Efficient – We will use the best and most up to date technology for understandable and professional property management.
Reliability – We will develop ourselves as one of the most dynamic forces in customer focus and delivery by ensuring our employees understand the aspirations and goals of our business and our stakeholders.
Attitude – Customer service and performance is our top priority. With continual feedback, we will strive to be the best in our field.
Our Service Standards:
The following standards apply to home owners who live in properties that we manage.
• To provide a good property management service
• To be easy to do business with
• To deal with enquiries effectively
• To respond positively when you have a problem or complaint
• To listen to your views and respond to them
We also have performance standards for communication:
• We will return phone calls within one working day
• We will acknowledge your calls, emails and correspondence within three working days
• We will respond to your calls, emails and correspondence within five working days.
However, we understand that at times things can go wrong and we would encourage you to let us know when this happens. Initially please raise this with us via e-mail at [email protected] but if you feel we have not addressed the issues appropriately we have a formal complaints process.
How to complain
We know we occasionally make mistakes. We know you might feel unhappy about a part of the service we have provided. When this happens, making a complaint can help us solve the problem, we can learn from our mistakes, but only if we are made aware of them. Tell us if you’re unhappy with our service so that we can make changes and strive to ensure we improve our service to you.
You might complain because, for example, you feel we have:
- Not given you the level of service you feel you deserve
- Not met our service standards
- Not treated you fairly
- Not followed our own policies or procedures
Please view and download our Complaints Service Standards
You may also:
- Have a complaint about your neighbours or anti-social behaviour.
- Be disputing your service charges
These types of complaint have different time scales to ensure we comply with any relevant legislation and are able to investigate and collate all necessary evidence before providing a response. As such, these do not fall under our normal Complaints Service Standards.
Email : [email protected]
Tel: 0345 683 8812
Our team work hard to meet customers expectations and it’s always nice to receive compliments too. If we have done something that makes you smile, or you have been particularly happy with the service you have received from us, then please let us know. We love compliments and we will reward and recognise any recieved.
Hera Referral Scheme
Hera wants to give you up to £300* in shopping vouchers!
One of the best ways to grow a business is through recommendations. You can help us spread the word about our fresh and unique approach to Lettings, Property Management, Block and Estate management services in East London and Essex and have the opportunity to earn up to £300* in shopping vouchers for doing so.
Your business contacts, friends and family could all benefit from Hera's competitively priced services. By referring potential clients, you are not only earning vouchers for yourself but you are referring a value for money service where honesty and transparency are guaranteed.
Our clients range from individual private residential landlords with single properties or those with portfolios to rent, developers, freeholders and Right to Manage Companies (RMC’s) who are responsible for the management of blocks and estates.
Please call us for further information about the scheme and how you can register to take advantage of it on 0345 683 8812.
The full terms and conditions of the Hera Referral Scheme can be read here.
Our Governing Bodies and Partners
The Association of Residential Letting Agents (ARLA) is the UK's foremost professional body for letting agents.
ARLA Licensed letting agents hold client money in a designated client account and accounts are independently inspected annually.
ARMA members have to agree to comply with the RICS ‘Service Charge Residential Management Code’ and to abide by ARMA’s rules of membership. ARMA-Q is their new self-regulatory regime and is a real milestone for consumer protection in the residential leasehold sector. It is based on standards developed specifically for the leasehold property management sector and independent regulation.
Are a professional body that accredits professionals within the land, property and construction sectors worldwide. They regulate and promote the profession; maintain the highest educational and professional standards; protect clients and consumers via a strict code of ethics; and provide impartial advice and guidance. Our professionals are required to keep up to date with current practice through a programme of lifelong learning.
They protect deposits for tenancies in England and Wales. They hold the tenant’s deposit throughout the period of the tenancy, repaying it when they leave the property.
The Property Ombudsman (TPO) scheme has been providing consumers and property agents with an alternative dispute resolution service for 25 years and provides consumers with a free, impartial and independent alternative dispute resolution service.
Safe Agent Fully Endorsed is a mark denoting firms that protect landlords and tenants money through client money protection schemes
Moore Green are an independent practice of Chartered Accountants and Registered Auditors (regulated by the Institute of Chartered Accountants in England and Wales) and operate from Sudbury in Suffolk. Moore Green work closely with HERA Management Services Limited to help mutual clients ensure compliance in areas such as service charge accounting, company secretarial duties (including the maintenance of Statutory Registers and Share Certificate transfers) as well as with ongoing Statutory accounting and taxation requirements.
This long standing three partner practice currently includes a team over 25 staff and has a wide range of experience that can provide many services including accounts and audit, personal and corporate taxation, payroll and VAT as well as more specialist services.
If you would like any further information please take a look at our website at http://www.mooregreen.co.uk
have been working closely with HERA Management Services Limited for a number of
years and have always been pleased with their enthusiasm to ensure that they
operate in a clear and transparent manner. The registration of HERA with both
ARLA and ARMA-Q show the determination of HERA to achieve a fully compliant and
secure service and the fact that not all managing agents choose to fulfil these
voluntary regulatory requirements show the confidence and pride HERA take in