Rendall & Rittner's new customer experience team makes an immediate impact

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.

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 say connected.

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, as well as  supporting the broader shift towards a more transparent, customer-centric model of property management.

“The launch of our Customer Experience Team marks a significant step forward in our commitment to delivering exceptional service,” said Catherine Riva, Co-CEO of Rendall & Rittner. “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.”

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.

Looking ahead, the team will continue to evolve and enhance the customer experience by embedding a proactive, customer-first service culture and expanding customer-controlled systems designed for convenience and independent resolution. This approach will deliver measurable improvements in customer satisfaction, strengthen trust, and support long-term engagement across the customer journey.