What are the three key things that would increase your satisfaction as a customer in the UK property industry?

Occupiers want more flexibility from the property industry, particularly around leasing	'I would like more flexible lease terms from the institutions. We are even prepared to pay a premium for it, but it is rarely offered.' 'We would like to see flexible lease terms before we take occupation and mid-term flexibility within the tenure to get changes and not be absolutely locked in. It's better to get rid of unwanted space. Our needs change and we will pay more for flexibility.'
Occupiers identify a need for greater flexibility in other areas as well	'There needs to be more personal contact and they need to be more flexible in their approach. For example, in shopping centres they need to think more about the tenant mix.' 'There needs to be more flexibility around building design. Getting things changed can be very difficult, and it is hard for us to find what we want in the first place.' 'They need to completely review how the industry works. There needs to be a lot more flexibility and the property industry needs to reflect market reality. I would like to see the industry thinking beyond the instruction. Whether it's about acquiring property, disposing of it or dilapidations, they should be more flexible.'
Good relationships are vital for occupier satisfaction	'There needs to be direct communication with someone who is effective, and who is prepared to listen and act.' 'Landlords who regard the arrangement as a partnership are much more refreshing to deal with than those where it's a constant battleground. Everyone benefits from working together.'
Partnership relationships benefit both parties	'I would like it to be a two way street with a recognition that the tenant is in the property caring for it, rather than the landlord hitting the tenant with a big stick. We need to work together.' 'I would like greater two way communication and for landlords to be prepared to really engage with us. There should be more openness and a better understanding of our needs.'
Occupiers would like property owners to listen to them and understand their needs	'The property industry needs to talk to occupiers more, get to know their needs. For instance, we've never received a customer satisfaction study from any of our landlords.' 'Landlords should listen more in terms of costs for insurance and service charges. Landlords should take a more realistic approach as to why tenants occupy a building and what they need to run a business.'
Occupiers would like property owners to do more to drive costs down	'Landlords need to keep costs down. In particular, they need to give occupiers value for money when it comes to service charge and insurance, going out of their way to obtain the best deals and proving that they have.' 'Landlords need to be more conscious of the costs that they pass on to their tenants, service charge for example being very bad value for money. They need to be more commercial, have their eye on the button and try to make savings for their tenants.' 'Rent is the area that the property industry needs to focus on; they need to be more receptive towards downwards rent.'