Propertymark is celebrating the first anniversary of its in-house lettings helpline – a service which has already helped members resolve day-to-day letting issues some17,000 times in the last 12 months.
The helpline has been a crucial support system, providing expert guidance and practical solutions to members and ensuring they have the resources they need to navigate the complexities of the lettings market.
A team of specialist lawyers support the service and are available when matters are particularly complex or potentially litigious and leading to nearly eight out of 10 (77%) enquiries being solved in-house.
ONE-ON-ONE SUPPORT
As well as one-on-one support, the helpline has also contributed to Propertymark’s growing library of knowledge, with key insights feeding into help sheets, fact sheets, and FAQs available on the Propertymark website.
And now the industry body says it wants to expand the service further.
GROUNDED APPROACH
Jan Hÿtch (main picture), Propertymark Head of Member Services, says: “The Lettings Helpline team has worked incredibly hard since the phone lines opened 12 months ago which offers a new welcoming and grounded approach to resolving member enquiries.
“Ultimately, we want to continue to deliver an ever-improving and expanding service for Propertymark members.
“As the team continues to expand and our knowledge broadens to include more disciplines and our devolved nations, the number of calls to Propertymark HQ is only going to grow, and we hope the overall positive experience further improves for our members.
“With the Renters’ Reform Bill coming down the line, we are already developing our knowledge through training and learning to understand how to assist and support our members with the transition.”
BETTER EXPERIENCE
Nathan Emerson, PropertymarkNathan Emerson, Chief Executive of Propertymark, adds:”We listened closely to our members when they called for a better helpline experience, and we took swift action.
“We’ve built a team that delivers consistent, practical advice, helping our members meet their obligations while striving for the highest standards.
“Our commitment is clear: to keep our support relevant, reliable, and always evolving to meet the needs of our members.
“We’ll continue to adapt and enhance our services to ensure they meet our members’ needs to drive standards ever higher for our profession.”
