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Leasehold Management: A Service and Business Perspective

Explore the commercial approach to leasehold management and how it can benefit both service providers and customers. Learn about Places for People and their range of property management services.

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Leasehold Management: A Service and Business Perspective

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  1. Andy RoseProject Manager Leasehold management - a service and a business?

  2. Places for People - who are we? • PfP are “one of the largest property management, development and regeneration companies in the UK”. • PfP own or manage over 144,000 homes and have assets of more than £3billion • PfP are: • PfP Homes (social rent) • PfP Leisure (leisure centres) • Touchstone (private market rent) • RMG Ltd (leasehold and freehold site management) • Financial Services, Green Services, Individual Support, Cotman, Castle Rock Edinvar, Neighbourhoods • and more...

  3. Places for People & home ownership (2013/14) • 9,300 properties • 15 full time members of staff, across 10 regions • Over 260 different sites (and leases) • Tenure types • RTB, RTA, RTO, Rent to Homebuy • 100% leasehold • Shared ownership • DIYSO – leasehold and freehold • Improved or developed for sale • Leasehold Schemes for the Elderly, Shared Ownership for over 55s

  4. A move to a more commercial approach More specifically, we focused on, • Creating a business mind-set • Service charges – costs to be fully funded • A review of management and admin charges • A review of our contractual obligations

  5. A commercial mind-set • “Services – and terms of payment – according to the lease” • “A commercial approach” • “What’s the business benefit of this?”

  6. Increasing our income • Increased charges for RTB/RTA customers • Reviewed our minimum charge against the costs incurred in providing minimal services • Reviewed fees for individual and non-site management services, such as providing copies of documents

  7. Reviewed these services • Service charge estimates • Auditing of accounts • Customer involvement approaches • Community safety service • Complaints handling • Unacceptable Behaviours and Actions • Information provision

  8. And for the customer… • Staff with product knowledge – who know what they are talking about • Customer service training for all staff • A reduction in services with questionable value • Simplicity of information provision and accounting style • A focus on scheme management and contractor performance • A reduction in ‘negative engagements’

  9. Introducing RMG Ltd • Private Sector Services, leasehold and freehold site management • Public Sector Services, for example - Housing Options Services for Westminster City Council • Around 57,000 homes under management • Took on the Places for People portfolio of 6,600 units from 1 April 2014 • National organisation, and a Swansea satellite office!

  10. Client Relations Developer/Freeholder/ Investment Company Residents Management Company Lessees

  11. A specialist service • IT systems • Site visit tablets and record keeping • Site information with regards to service contracts • Leasehold training by ARMA and membership of IRPM • Specialist support teams • Budget devoted to leasehold and freehold management – no competing needs

  12. A different commercial focus • Analysis of the lease to assess what services to provide and how to apportion costs • A clarity on what is demised or not • Systemic opportunities to add income • A higher level of understanding of costs • The importance of client retention

  13. A customer focus • Regular customer meetings • Excellent product knowledge of staff • Reducing the service charge, if possible • Health and safety specialists • Contractor performance challenged • RMG Living, for DIY services • Client reports

  14. If you need more… Andy Rose Project Manager RMG Ltd andy.rose@rmg.gb.com 07834 748369

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