Wonderful words and a big thank you for our Senior Lettings Coordinator, Andrew.

We're very proud of our team here at Poole Townsend, beyond being experts in their fields, they really are a lovely group of caring indivuals. We had to share this story with you! 

"Dear Angela Cornthwaite

I am sending you this email to endorse the excellent help and support that I received last night from Andrew Sanderson, Senior Lettings Manager, South Lakes, during an unexpected crisis. I want to send my thanks to Poole Townsend overall because I feel that the service I received from Andrew not only went the extra mile for me but that it reflects very positively upon the ethos of Poole Townsend as a company who care.

I work in property cleaning. Last night I was cleaning for a private client who I believed to be a tenant of one of your properties. The client went away for the evening during my clean and inadvertently locked me inside the property without any keys to get out and wasn't answering my calls.

I remembered that the client had told me that the Landlord was Poole Townsend so I contacted your emergency number which thankfully, was relatively straight forward without 20 different options to get me to the right person. My voicemail message was returned very quickly by Andrew and it was great to speak directly to someone with more interest and empathy than the usual generic call centre operators. I was very grateful for this response, thank you.

By this time, I had been unable to exit the property for over 30 minutes. Further to this, when Andrew checked your system for the details of the property, it turned out that my client had been a previous tenant of yours at a previous address but that it was not at the property I was working in and that property was not registered with you for property management. Therefore, it was not your responsibility which left me stranded and back to square one.

Andrew had no obligation to offer me any further assistance and could easily have left things there but he offered to try to contact my client for me and to give me the number of the locksmith who you use and he also offered to stay in contact with me throughout to make sure I was ok. He was absolutely fantastic with great empathy and understanding. He listened well and helped me to remain calm and resourceful throughout.

Andrew called my client from the Poole Townsend number and it alerted my client to the fact that there may be a problem at the property. My client then checked his phone and saw my texts & voicemails & called me to say he would set off back home immediately to let me out of the property. So all ended well thank goodness.

Andrew remained in contact with me throughout until I was safely back home in my own property and this for me, is a shining example of going the extra mile. I have thanked Andrew for doing a great job above and beyond the call of duty and now I just want to say thank you Poole Townsend for employing people who care. I will be recommending your Property Management services to all of my contacts."

If you're looking for advice and support we welcome you to contact Andrew here. 

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