2 May 2019

    What happens when we don't get it right? Our complaints procedure

    We want you to let us know when we make a mistake so we can fix it as soon as possible, and improve our processes to make sure the same mistake doesn't happen again.

    14 December 2018

    How we’re making support work better for our customers

    We've made some changes to the way our support team operates over the past few months, so we can improve the support we provide letting agents, tenants and landlords using the Goodlord platform.

    Katie McCarthy

    Katie McCarthy

    Recent Posts

    What happens when we don't get it right? Our complaints procedure

    Posted by Katie McCarthy on 02 May 2019

    We admit it - we don’t always get things right. Sometimes mistakes happen and, when they do, we want to give you an easy way to let us know. Your feedback and complaints are an opportunity for our teams to improve our service and help us make better decisions moving forward. So, if you feel your experience with us hasn’t met the standards we strive for, we want you to let us know.

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    Topics: Goodlord

    How we’re making support work better for our customers

    Posted by Katie McCarthy on 14 December 2018

    Over the past few months, we’ve been hard at work improving the support we provide letting agents, landlords and tenants who use the Goodlord platform. It’s working, too - last quarter, the average queue time for our users was 1 minute and 20 seconds. This quarter, the queue time is down to an average of 49 seconds for each of the 1850 queries we receive by phone, email and WebChat every week.

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