Improving property management
89% rated British Land’s responsiveness as good or excellent, an increase from 57% in 2007. Broadgate Estates' average satisfaction score was 72%, compared to 73% in 2007*.
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"I can always get hold of them, and they try very hard to deal with issues. We have a very good relationship."
- International Senior Manager
Continue to build relationships with occupiers through our key account programme.
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"Broadgate Estates should continue to focus on service levels, which I would say are fairly good."
- Property Manager
We are taking steps to strengthen some of the building management teams. We are preparing training and development plans to ensure teams can grow more in their existing roles. This should improve their effectiveness as well as establish more stable teams.
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"Communication is very good. I don't care who I talk to as long as the building is well run, there is clarity of communication and the person is available and reliable."
- Facilities Manager
Continue to monitor the performance of Broadgate Estates against our customer-focused key performance indicators.
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“Electricity bills come in very late and it is hard to talk to people about queries.”
We have been reviewing our electricity recharge process to improve timeliness and detail of bills. We have identified both short and long term solutions which we believe will improve this.
What we have already achieved Property management
- Developed a key account programme to ensure regular contact with occupiers, improving customer satisfaction from 40% in 2005 to 85% in 2009.
- Introduced customer-focused performance indicators for Broadgate Estates, publishing results each quarter.
*Based on a mean rating of 3.58 out of 5 in 2009, compared to 3.64 out of 5 in 2007.
