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
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.