A brand new scheme being launched this week aims to provide UK landlords and tenants, and home buyers and sellers with a single familiar system with which to easily make complaints to letting and estate agencies and other types of businesses across the UK, when they are unhappy with service.
Feedback Scheme founder Jamie Snape said,
“Until now every letting and estate agency group was forced to setup its own feedback website which they print hopefully on the bottom of their correspondence, and many independent agencies simply don’t have one.
“If the tenant or landlords, or indeed seller or buyer does decide to visit a feedback site they tend to be greeted by long questionnaires which often just go to an administrator, and that’s not really what they want. If unhappy with the service, they want to be able to quickly and easily communicate this to the local agency manager, and have them action change on the ground.
“Now with Feedback Scheme it’s possible, one familiar website at www.feedbackscheme.com to communicate complaints to the management of letting and estate agencies and indeed other types of businesses right across the UK, and for senior management it allows them for the first time to compare how complaints are handled across all of their branches.”
Using Feedback Scheme is completely free for the customer, they simply enter the name of the agency and its location. There are no long questionnaires, they simply gives their feedback in their words, before sending it direct to a local agency manager. A customer can then monitor when their feedback has been read, and receive a response all while keeping their email address confidential should they wish.
Home sellers and buyers, indeed landlords and tenants have often been left feeling frustrated in the past when they encounter bad service, leading some of them to vent online posting on social media. This often damages the agency by harming it’s hard-earned reputation.
Feedback Scheme allows the customer to actually help the agency rather than damage the business, by sending their experiences privately to the agency manager who can then in turn respond and address any issues.
Feedback Scheme founder Jamie Snape said, “The individual agent controls the selling or letting process quite tightly. This makes it very difficult to feedback issues they may have with the agent themselves as the sellers or landlords, and tenants or buyers have very little interaction with management, however for the first time Feedback Scheme now gives the customer chance to feedback easily if they feel unhappy with the service provided by the individual agent, giving the agency itself a chance to save incredibly valuable relationships.”
Feedback Scheme aims to be used by the majority of letting and estate agencies within 24 months of launch, making it much easier for customers by being universal across many letting and estate agencies and indeed other sectors too.
The cost of membership for businesses has been set to a nominal fee to achieve becoming the UK standard, for sending feedback for businesses large and small, from independent agencies to whole agency networks.
Jamie Snape concluded, “I fully expect Feedback Scheme membership will quickly become something people just expect to see from any quality UK letting or estate agency, as put simply it will demonstrate they actually care about what their customers think, and that they will want to quickly rectify any problems locally.”
Photography : Feedback Scheme founder Jamie Snape demonstrates the new Feedback Scheme system on laptop and mobile.