Property Management Training Plan – Crabtree explain

Crabtree Property Management Training Programme

In 2003 we were expanding our property management team and we were finding out how difficult it can be to recruit good quality property managers. In 2004 we launched our own unique training programme to allow unqualified and inexperienced candidates to join our organisation and embark on a two year structured syllabus, which resulted in a qualification through the IRPM and recognition as a Crabtree trained property manager. The concept has proven to be a huge success with several graduates going on to hold key positions within our property management department and organisation in general. Andy Soteriou MIRPM is our head of property management and is responsible for a department of around 27 members of staff. In 2004 he was our first ever student on our training programme.

Up until last year, successful graduates reaching the end of their training received a handshake from our Managing Director, Terry White and a letter confirming their promotion from trainee to property manager. During our 2010 annual conference we launched new diplomas for successful graduates of the programme. Three of our previous trainees received their diplomas in recognition of completing the programme over the last 7 years. All future successful graduates will receive a diploma and our property management department in our Finchley office has already started a ‘wall of fame’ to display the diplomas of our high achieving former trainees.

At Crabtree we recognise the importance of continuing training and development for all of our staff and we continue to look for new ways to improve training opportunities for everyone within our organisation. In addition to our in-house property management training programme, we are supporting a number of members of staff achieve further qualifications through external study. We currently have staff members working towards qualifications in building surveying, accountancy and secretarial skills. We also have three members of staff who recently successfully completed the IRPM Part 2 examinations. In 2010 we are launched a new initiative to enable members of staff to work towards NVQ Qualifications through a government backed initiative.

When we began our training programme in 2004 there was nothing like it available across the industry. Other companies supported staff in taking their IRPM qualifications and provided external training but we were unique in setting up an in-house structured programme which was closely monitored and supervised over a fixed period of time.

This training package allows appropriate trainees to qualify as competent and professional property managers at the end of a two year programme. It is designed to be accessible to individuals with little or no experience in the residential property sector. The programme ensures that all aspects of being a property manager at Crabtree are covered during the initial two years operating as an assistant property manager.

Learning Objectives

The learning objectives stated below encompass all areas of the training and development required to complete the programme.

• To understand the role of a property manager;
• To understand the legal requirements for leaseholders and property managers resulting from leases, legislation and case law;
• To understand the financial implications of property management for the life cycle of the property and to ensure good financial management through the creation of service charge budgets and provisions for major works;
• To be able to manage and respond to a broad range of technical issues relating to the structure and services associated with day to day property management;
• To fully understand the responsibilities of a property manager with regard to Health and Safety, maintenance, repairs and the law in general;
• To develop skills in effective communication to individuals and groups and build rapport and relationships colleagues, consultants, contractors and our clients;
• To prepare, participate and successfully complete the part one examination of the Institute of Residential Property Management.

Duties

The programme has been designed to allow the trainee to carry out their duties as an Assistant Property Manager while at the same time learning from specific tasks and through study of the Residential Block Management Open Learning Course. The Open Learning Course directly relates to the examination to become an associate of the IRPM.

During the entire period of the training the trainee will meet with the APM training director, Rob Robertson, on a monthly basis in year one and on a quarterly basis in year two, in order to review progress and arrange for any special training requirements to be undertaken. If, by the end of each review period, the trainee has been unable to complete a task on the schedule, simply as a result of the lack of opportunity, the training director will assist in identifying an opportunity to carry out the task outside the trainee’s portfolio. A sample of a monthly worksheet with specific tasks is provided in the appendix section of this document.

In addition to reviewing the practical tasks to be completed during every month, the trainee will also have the opportunity to discuss property management issues, philosophy and approach through a monthly question sheet. The sheets are issued a couple of days prior to the review meetings and the trainee is encouraged to research and consider the questions before the meeting. There are set questions for each month for the first year only. An example of a month one question sheet is attached in the appendix section of this document.

The programme will, from time to time, overlap with other areas of the trainee’s work and the trainee may find that they have completed a number of the tasks scheduled for the end of the first year within your first few months.

Tutorials

The trainee will have tutorials with the heads of all departments within our organisation during the course of their training. These tutorials go beyond the usual short induction talks given to all new employees. They give a greater insight into the structure and purpose of the departments. It is hoped that by doing this the trainee will develop a greater understanding about what the other departments actually do on a day-to-day basis.

Tutorials will also be arranged with individuals within our organisation who have specialist knowledge or special responsibilities in certain areas. In addition the trainee will have the opportunity to spend time with the sister company in our group, Moretons Property Services Limited.

Most departments are able to offer the trainee the opportunity to work with them for day or half day sessions. These sessions allow the trainee to have a greater appreciation for the tasks carried out by others.

Reviews

Monthly reviews will take place with the training director who will evaluate the training package and the trainee’s progress. The review includes an analysis of the monthly worksheet. The worksheet tasks are either signed off at this meeting or placed onto the worksheets for the following month.  The assigned Senior Property Manager takes part in this section of the monthly reviews.

Full employment reviews will be carried out by the training director and one other manager or director of the company. The senior property manager may also be present for part of the review. Full employment reviews will take place every six months during the programme.

Portfolio

On a day-to-day basis the trainee is initially responsible for assisting a senior property manager in the management of a portfolio. The senior property manager will work with the trainee to organise their diary and ensure that they are fulfilling their duties and responsibilities to clients. They will work together as a team and will handle a larger number of clients and units than a property manager working without an assistant.

As the training progresses and the trainee’s experience develops they will be allocated an individual portfolio for which they will take responsibility. The trainee will deal with all aspects of the portfolio including site visits, major works planning, budgets and client liaison. The trainee will be closely supervised by their senior property manager at all times and all work will be monitored.

At a minimum we expect the trainee to be managing eight clients at the end of their six month probationary period.

Lines of Communication

The trainee is assigned to work with a senior property manager. The trainee will report to him or her on a daily basis. The senior property manager and trainee will report to the appropriate team leader on all property management issues. The training is directly managed and supervised by Rob Robertson the director responsible for training and development within the company. From time to time, during the course of the training programme the trainee may be reassigned to other senior property manager or team leaders in order to ensure they have exposure to a wide variety of management styles and approaches.

IRPM

As part of the training package the trainee is supported and funded in their studies to achieve Part 1 of the examinations organised by the IRPM. This will include any workshops or preparatory courses.

External Training Courses

From time to time the trainee may be required to attend outside training courses which are considered relevant to their training and development.

Final Year Project

As the trainee enters the final year of your training programme they will be asked to consider a project which they will put together with the assistance of their senior property manager. The project will have a direct impact on the property management department and possibly the company as a whole. The trainee will be asked to think about what kind of project they wish to work on, the resources required, the timescale and how the project will be implemented.

Completed final year projects over the last few years have included:

1. A feasibility study into the introduction of a group wide intranet.
2. A review of green issues and alternative ways of working both externally and internally.
3. A Health & Safety training programme for our clients on site staff.
4. An internal ‘idiots guide to buildings’ training session and electronic data base
5. A training programme for resident management company directors (How to be a good RMC director!).

Our training programme has been a huge success and it continues to provide our organisation with a constant stream of high quality, professional, Crabtree trained property managers.

In 2009 our sister company Moretons Property Services, part of the Crabtree Group, developed the original template for the training programme and launched a short training programme to develop lettings negotiators into senior lettings negotiators. Earlier this year they introduced a second course, again based on the original Crabtree template, for Lettings Property Managers. In July Crabtree’s legal department also adopted the template and set up a 6 month training programme for legal administrators. Our organisation has recognised that the template is successful and has adopted and adapted the original format across departments and companies. By the end of 2012 we aim to have bespoke internal training programmes established in every area of our business.

We are continually reviewing the content of the programmes and adapting them to keep pace with the ever changing demands in our sector.

Our training programme has been a huge success and it continues to provide our organisation with a constant stream of high quality professional Crabtree trained property managers.

The quality of the individuals is such that one of our team leaders is a former trainee and, most impressively, our current head of property management was our very first trainee back in 2004. Two of our former trainees have gone on to achieve MIRPM status and one is currently studying to sit the Part 2 exam in April.

We have committed to taking at least one trainee into the training programme every financial year. Since 2004 we have brought 10 trainees into the programme.