hereSAY Gold Standard Criteria
Introduction
hereSAY, part of SAY Property Consultants is pleased to announce a partnership with Love to Rent, the UK’s leading platform exclusively dedicated to quality rented homes. Through this collaboration Love to Rent will now feature hereSAY’s pioneering ‘Lead to Lease’ feedback providing prospective renters with an unbiased view of the customer experience and scheme at the viewing stage.
The visits are carried out by professional mystery shoppers who experience the rental process first-hand, carrying out viewings and providing feedback on everything from staff friendliness and knowledge to scheme presentation. This means they offer a perspective free from the influence of having already committed to the home, or from the frustrations that can come with long-term renting. All mystery shoppers fit the target market and can genuinely afford to live at the scheme. The result is honest, data-driven insight into what it could be like to rent in a particular development, helping customers make more confident, informed decisions.
Qualification
In order to qualify for the Gold Standard and have positive feedback from hereSAY’s mystery shoppers displayed on the Love to Rent website, schemes must meet the Gold Standard criteria.
Assessment Methodology
Feedback is conducted on a per-scheme basis. To qualify for the hereSAY Gold Standard, a scheme must:
1. Have received three successful mystery shopper viewings within the previous quarter (e.g. Q1: January–March, Q2: April–June, etc).
2. Achieve an average score of 77% or above across five key categories:
- Pre-Viewing Experience
- Viewing Experience
- Building and Apartment Presentation
- Post-Viewing Experience
- Final Thoughts
These scores are based solely on the mystery shopping evaluations completed within the same quarter.
How hereSAY Works
hereSAY’s experienced and independent mystery shoppers are carefully selected to reflect the target demographic of each development. Crucially, all shoppers must be able to afford to rent at the scheme they give feedback on.
Acting as potential residents, they:
- Make an initial enquiry
- Attend an in-person viewing
- Assess their experience, including any follow-up communication within three days
Each shopper completes a detailed and impartial questionnaire covering eight areas of the customer journey, including aspects such as staff rapport, sense of community, cleanliness, and overall appeal. For Gold Standard qualification, five of these eight categories are used in the scoring process.
Communicating Lifestyle Value
Quality rental homes are more than just well-presented apartments—they offer a lifestyle. hereSAY assessments specifically evaluate whether this lifestyle proposition is clearly and effectively conveyed during the leasing process, helping schemes differentiate themselves from traditional rental offerings.
What the hereSAY Gold Standard Means
Only developments meeting the above criteria are awarded the hereSAY Gold Standard
Love to Rent will publish feedback only for schemes that have achieved this benchmark, giving customers confidence in both the experience and the offering
Feedback includes candid written commentary from mystery shoppers detailing their viewing journey
Feedback is updated quarterly to ensure standards are consistently met and maintained
Why the hereSAY Gold Standard Matters
In a competitive rental market, first impressions count. The hereSAY Gold Standard offers a clear and credible signal to potential residents that a scheme delivers not only high-quality homes but also a consistently excellent customer experience. From the first enquiry to the follow-up after a viewing, the Gold Standard reflects a genuine commitment to professionalism, care, and service. For residents, it’s reassurance that they’re choosing a place where the leasing journey is handled with the same attention to detail as the lived experience itself.
Whether you're already working with Love to Rent, hereSAY, or just exploring your options - you could be eligible for the hereSAY Gold Standard.
Get in touch to find out how showcasing verified feedback can help you stand out and attract more renters.