Hera Management Services is about choice; choice for landlords, choice for leaseholders and choice for tenants. Our focus since launching in 2012 is providing high quality, day-to-day operational services; in other words, the tangible front facing services that clients really care about.
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
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.
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.
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:
Please view and download our Complaints Service Standards
Please view and download our In-House Complaints Procedure Template
You may also:
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.
Our Governing Bodies and Partners
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
We 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 their work.
Moore Green