Rendall & Rittner's Customer Experience Team Makes an Immediate Impact
By Jo Dowsett, Head of Quality
Rendall & Rittner has established a dedicated Customer Experience (CX) Team, designed to enhance the way residents access support and receive resolutions to their enquiries. Based across the company's London and Manchester offices, the team provides a dedicated first point of contact, improving response times and streamlining communication across the business. Since launching, the team has been shaping and refining its approach, already delivering real benefits for customers. Building on this success, it is now extending its operating hours to further enhance support for residents.
Delivering faster resolutions and better outcomes
The CX Team is central to Rendall & Rittner's focus on delivering exceptional service and resolving customer issues as rapidly as possible. The team handles incoming enquiries directly and then works quickly to provide a resolution or liaise with property management or specialist teams to ensure more complex enquiries are resolved.
In the most recent quarter, the CX Team achieved first-point resolution for 50% of customer enquiries, with an average resolution time of three days. Feedback from residents has been overwhelmingly positive, with a growing number of five-star reviews recorded on Trustpilot and Google.
Accessible support when residents need it
Customers can connect with the CX Team quickly and easily via Rendall & Rittner’s MyPlace customer portal, website, dedicated property email address and telephone, when it is convenient for them. With the introduction of extended operating hours, support is now available Monday to Friday from 8am to 8pm and Saturdays from 8am to 4:30pm, making it easier to stay connected.
Part of a wider investment in service excellence
The introduction of the CX Team forms part of a wider investment in service improvement and technology. It complements the company's MyPlace portal, which offers residents 24/7 access to property updates, document storage and online enquiries, and supports the broader shift towards a more transparent, customer-centric model of property management.
Catherine Riva, Co-CEO of Rendall & Rittner, said: "The launch of our Customer Experience Team marks a significant step forward in our commitment to delivering exceptional service. By streamlining communication and providing faster, more effective resolutions, we're not only improving the experience for our residents but also setting a new standard in customer-focused property management. The positive feedback we've already received shows that this investment is making a real difference."
Jo Dowsett, Head of Quality at Rendall & Rittner, comments: "In a relatively short space of time, the team has exceeded expectations, delivering meaningful outcomes and setting a high bar for quality and service. I'm incredibly proud of how quickly the team has come together. Their enthusiasm, professionalism, and commitment to delivering results have already made a noticeable impact and that is being reflected in consistently positive feedback from our customers."
A team built for growth
Led by Customer Experience Manager Angela Spencer, the CX Team works closely with Property Management teams and specialist areas to ensure complex or specialised enquiries are escalated quickly and handled effectively. The team has recently expanded with the addition of two new supervisors, strengthening leadership capacity and enhancing service delivery. By managing routine customer enquiries, the team enables Property Managers to focus their time on complex matters and key service outcomes.
