Service Has Potential, But Needs More Proactive Management

I initially chose Ross Realty because of the excellent service provided by Tim Nickoll, who set a high standard in communication and proactive management. Since Tim’s promotion, I’ve noticed a shift in service, and while I understand that everyone has their own style, I do feel there’s room for improvement. At times, it seems that the current managers simply pass on tenant requests without first assessing the issue or offering solutions. As a landlord, I would really appreciate a more hands-on approach, especially when it comes to avoiding unnecessary costs, like multiple call-out fees for small jobs that could be grouped together. There was also a case where a tenant reported a light not working after changing the bulb. I knew from experience that the fitting doesn't support LED bulbs, and it took several follow-ups before I got a response. In the end, I resolved it myself with a halogen bulb, something that could have been handled more efficiently. Finally, for major repairs like replacing the hot water unit, I had asked for multiple quotes. Instead of sourcing independently, the original quote was sent to other suppliers to match. A bit more effort in sourcing alternatives would go a long way. I do value the relationship with Ross Realty and hope this feedback is helpful. A more proactive and cost-conscious approach would really lift the service to the level I know Ross is capable of delivering.