At Hera we are committed to giving excellent customer service. As well as receiving technical legal and software training all staff are provided with ‘Hearts and Minds’and ‘Mary Gober’ training designed to instil a ‘can do’ and positive approach within the team and promote excellent customer service to everyone we come into contact with.
We use practical methods to ensure excellence such as strict service levels surrounding response times. We value feedback and send out quarterly surveys to obtain a better understanding ot the needs of our clients, leaseholders and tenants. Our complaints procedure has been approved by ARMA and complies with their stringent standards.
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.
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.
It’s always nice to receive compliments too, so 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!
If you want to make a complaint or send us a compliment, please email us. You can also call us too if that suits you better.
Email : [email protected]
Tel: 0345 683 8812