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Today our blog writer interviews Denise Wright, HomeCareontheWeb Client Services Executive, to find out more about how she helps customers every day.
Interviewer: “What’s your role?”
Denise: “I work with our property management clients to keep them up to date with the status of their properties, whilst ensuring that any problems are dealt with quickly and easily for them. Day-to-day I liaise closely with our team of Property Inspectors, receiving feedback from the monthly inspections and contacting owners when issues have been identified, such as damp problems, water leaks, insects, etc. I am the main point of contact for all our homeowners – handling their enquiries, questions and problems via email and phone, and working with our in-house team to get the answer or solution they need.
I think a personal touch is crucial and make it a priority to regularly speak to owners rather than just send an email. Even though I am dealing with a lot of enquiries every day, I still like to take time out to pick up the phone and talk to owners about solutions to their problems, whilst at the same time discussing any other issues that may come up. By keeping an open channel of communication I can serve our Owners in a more positive way and make sure any issues are resolved swiftly and efficiently.”
Interviewer: “How long have you worked here?”
Denise: “I have been at HomeCareontheWeb for four years now. About a year ago I moved back to the UK from Spain for family reasons and now look after owners from my ‘virtual office’ in Bristol.”
Interviewer: “How do you find being based in the UK?”
Denise: “From a work point of view it is no different. A large proportion of our owners are based in the UK, so it gives me the opportunity to have the occasional meeting in the UK, rather than Spain. It also gives owners a UK number to call and allows me to keep up to date with life and issues in the UK. I go back to Spain every two months to meet with our company team and owners who may be on holiday, and I also visit properties myself, which is great. However, with phone and email, I am always up to speed no matter where I am.”
Interviewer: “What do you think is the best service HomeCareontheWeb offer to owners?”
Denise: “Without doubt it’s got to be the password-protected ‘Owner Management Area’ on our website. This allows owners to log in and, amongst many options, read inspection reports about their property, manage their rental bookings and their own personal visits calendar, request cleaning and maintenance work, make and receive payments online, and even book discount car hire and rounds of golf.
Owners can access this facility whenever is convenient and wherever they are in the world! I think this is a fantastic tool which makes us stand out from other property management companies. Also, when we’ve made a commitment to any of our owners to do something on their behalf, we do what we say we will do, to a high standard and on time!
Many of the enquiries I receive could be answered by checking the owners’ online area, so I urge them to use this service to the full. If anyone has any questions about how to use this service they can email or call me and I will happily explain how to get the most of their management area.”
Interviewer: “How can owners contact you?”
Denise: “If they’d like to call the UK number it’s 0044 (0)1275 866 242, or they can call our head office in Spain on 0034 952 83 95 95 to leave a message with one of my colleagues and I will call them straight back. Alternatively, they can send me an email and I will get back to them as soon as possible – firstname.lastname@example.org