Managing agents
43% of our customers surveyed in 2009 rated satisfaction with our agents as good or excellent, an improvement on 40% in 2007.
Our Asset Managers continued to work with our agents to improve performance further. We use agents to manage our properties on a day-to-day basis so that we can adjust the level of management to meet occupiers’ changing needs and respond quickly to the purchase or sale of properties.
Our agents work with us and our occupiers to maintain our properties to the high standards we set. Largely thanks to their efforts, footfall at our retail properties consistently exceeds the UK average.
We proactively monitor our agents’ performance on customer-focused standards for processing Licences for Alterations and managing service charges, as well as for preventing risks and incidents.
We now also monitor how quickly lawyers process these requests, as well as the fees they charge, as we identified these as areas for improvement.
- ALL GOLD
AWARDS or better for service charge management at our properties audited by the Property Managers Association. - SEVEN AGENTS
work with us to manage our 26 million sq ft UK portfolio, consolidated from 19 agents a few years ago. - ALL SERVICE CHARGE information issued on time across our office portfolio, with 97% on time across our retail portfolio.
- PLATINUM Service Charge Award at Broughton Shopping Park, the first in the UK.
- 98% of properties achieved our high health and safety standards.
- ALL LICENCE REQUESTS actioned within five days across our retail portfolio and 92% across our office portfolio.
Managing Agent of the Year
We are working with our seven managing agents to deliver excellent customer service.
Colliers CRE manages five of our retail and shopping parks in Northern England, Ireland and Scotland. This year, they won our Customer Service Award and Finance Team Award.
Over 50% of British Land employees surveyed rated Colliers CRE as excellent for service, communication, responsiveness and understanding of our needs. They also rated their finance team as excellent for accuracy and problem solving. We will be carrying out an independent customer survey in 2011.
ALL service charge information on time
ALL licence requests on time
