In April 2025, we did something a little bit scary. We wrote to every Director of every development we manage (339 people across 229 blocks) and asked them to rate our property management services honestly. We offered a prize draw to encourage participation. We added an open-text question so people could tell us exactly what they thought. And then we waited. 61 Directors responded. Their feedback represented 41 developments. Six of those developments were represented by multiple Directors. Today, we are publishing the results.
The Headline Numbers…
Directors rated their overall experience with Jennings & Barrett
7/10
Trust in our Property Managers
4/5
Contractor satisfaction
4/5
What The Directors Told Us…
For Strengths – They said we were;
- Extremely reactive during urgent situations
- Proactive problem-solvers
- Lower costs on repairs and major works
For Areas for improvement – They said we need to be consistent;
- In attending to non-urgent issues
- In Contractor speed
- In using better transparency tools
For Our Service Overtime – For our response percentage we;
- Maintained 41%
- Improved 33%
- Reduced 26%
74% of Directors believe we are operating at our best-ever or consistent level of service. Looking for a Property Managing Agent, You Can Trust? We manage over 229 blocks across London and the South East.
What We Are Doing About It
- New Management Tracker – This is to provide real-time oversight for Directors
- Compliance Portal –To better internal tracking and reporting
- Improved feedback processes – For smoother client journeys