A lettings agency has gone on the offensive and is publishing landlords who switch from rivals because of allegedly poor service.
And it is warning other agencies operating in its same area - Edinburgh - that they risk losing business to others.
Clan Gordon claims this is a new ‘Switch For Service’ trend which has developed in the second half of 2021 and is now apparent this year too.
The agency says that since August, 53 per cent of the landlords who have signed with the agency have moved their business from rivals not delivering the level of service that they expected.
This figure is up from the 25 per cent of ‘switchers’ who signed with Clan Gordon in the same period the previous year.
Clan Gordon says one such switcher is Michelle Brogan who comments: “I moved my property to Clan Gordon in November 2021 after the family run agency I had been with since 2018 was sold to an agency who didn’t provide the personal service I wanted. As soon as the agency took over, I noticed a marked difference in the customer service approach offered to their landlords.
“I didn’t receive an introductory email from the agency that had taken over and was never allocated or introduced to a member of staff to represent me and my property. When I phoned their office no one knew who I was, no one got back to me, and I never felt that either me or my business was important to them.”
The landlord claims issues came to a head when tenants of two and a half years gave notice.
She continues: “They had been my first tenants and I wanted and needed guidance and advice about what had to be done ahead of re letting the property. I had no relationship with anyone at the agency and no one knew me or my property. I had to make all the first moves, chase for information and was never able to talk to the same person twice.”
Clan Gordon managing director Jonathan Gordon claims: “The increasing number of landlords who are joining us from other agencies tell us that they want a personal and professional service … The ‘Switch for Service’ trend is a sharp warning to agencies across Edinburgh, to review the service they offer and nurture relationships with their clients or more of their landlords might join the hundreds who are moving their business to a different agency.”