What brought about these changes?
We consulted heavily with residents and conducted research of our own before making these changes. You wanted us to get your issues resolved more quickly while making sure costs didn’t rise. You were also frustrated by being passed around departments when you got in touch with us. We wanted to make sure we could provide a service which dealt with these concerns.
So what’s changed and why don’t I see Property Managers on my scheme?
We’re not out and about as much as we used to be and there’s a good reason for this. When we asked residents they said they would prefer someone they could get hold of and didn’t want to pay for lots of site inspections, so we’ve dropped these in favour of site meetings to resolve specific issues. Property Managers are now your single point of contact and travelling less means they can spend more time resolving your issues. In order to make this work, we have made better use of our grounds and cleaning contractors. They’re now reporting back on site issues, and we’re finding this very useful. Plus we’re also increasing the number of resident inspectors on our estates. All of this will improve the quality of service and the speed at which we can resolve any issues. If you’re interested in becoming a resident inspector, or know someone who is, get in touch .
So how do I get in touch with my Property Manager?
You can e-mail them or phone them directly, whichever you prefer. We should also point out that since having Property Managers as a direct point of contact, we have had a lot more historic and often complex issues raised. We see this as a good thing, but for a while you may notice that it is taking longer to resolve things. Please bear with us if this is the case for you, we will do everything we can to try and sort things out for you as soon as we can.
Where do I find their contact details and how can I keep up to date with who my Property Manager is?
There are a number of ways. You can call us on 0300 456 2929. One of our advisers will be able to let you know who’s responsible for your estate. You could also log into My TVH from our homepage . If you haven’t logged in before you’ll need to register. This is a simple process and it’s a really good way of keeping up to date with any changes. You can also refer to the contact cards we sent you last year. They include a photo and the contact details of your Property Manager.