Triage – to assess and prioritise a situationWhen a tenant contacts GPM Out of Hours because their letting agency is closed, the most important part of our service is Triage. The tenant is usually upset, concerned, annoyed, frustrated, angry or a combination of a number of emotions but always believes their issue is an EMERGENCY, even when it is 2am and they cannot open their washing machine.
Our job is to calm the situation, reassure the tenant that their concerns have been heard, evaluate the emergency level and attempt to help the tenant over the phone - amazingly 60% of issues are resolved this way, on average 10% require immediate intervention and 30% of tenants are happy to wait until the next working day. when the letting agency is open, they just wanted to speak to someone about the issue they are facing.
Our team of Out of Hours specialists are lettings trained (we all are) and will listen calmly and objectively to your tenants concerns, we are NOT a call centre, we are NOT automated, we are real people in real time. If the issue is an emergency our handpicked engineers, electricians, glaziers, locksmiths etc will be with your tenant as quickly as possible to resolve or temporary fix any immediate faults.
So, the next time you are having: a fabulous night out, have gone shopping, gone to the gym or having a lie-in and the phone rings with a tenant reporting the only loo in the property is broken call us to arrange your 365 day cover.
Our monthly fee is very reasonable at just £150 + VAT per month.