In the face of a global pandemic, property managers have proved themselves agile in the face of immense challenges- and the IRPM has been there to support them every step of the way, writes Andrew Bulmer.

There is a certain irony in the fact that, at the beginning of the year, we launched our Tech Insight programme to start a conversation about the implications of technology for our profession through the lens of our four elements (technical competence, safety, customer service and ethics). In March, events overtook us and our profession faced the unexpected and rapid digital transformation of our ways of working. Two of our four roundtable discussions, now distilled into four White Papers, ended up being held via Zoom.

Supporting Our Members

The lockdown rules changed almost daily during March and April and the IRPM continued to support members, rapidly moving to remote working and delivering digital services.

The challenges for property managers quickly became apparent and we supported members with a stream of online bulletins, updating them on the latest government guidance so they could continue to work safely. In April, we were instrumental in securing government agreement that property management is an ‘essential service’. We worked in collaboration with (ARHM, ARMA, RICS, BPF and UKAA) to produce a letter that members could use if questioned, to prove their journey was legitimate.

Effective communication has been top of our agenda in 2020. There has been a strong emphasis too on promoting wellbeing during a period of extreme stress for many members, their staff and residents. 

We set up a LinkedIn forum for members to get together and share experiences and advice. WhatsApp and other social media groups were set up by members to support each other through difficult times. We also launched IRPM Chats on our website; need-to-know topics presented in an easy-to-access discussion format.

In September, we successfully launched a suite of new online products for members that includes a rebooted website and Resource Hub, with a new member portal and automated CPD log. We also launched the new IRPM Update, now running to more than 60 pages of essential content that goes way beyond technical articles and keeps members abreast of news and opinion across the sector.

In response to the continuing need for social distancing, we are now providing a vast array of online learning, giving members access to hundreds of training courses covering every aspect of block management. This enables staff to manage their own learning and employers to curate their staff training. We have launched two new qualifications this year and IRPM exams and pre-exam workshops are now delivered online.

Ditto events. Our Annual Seminar was live-streamed online for the first time in October to a record-breaking 700-plus users – the biggest industry event of the year. This has set the standard for future events, which we anticipate delivering both online and in-person in future years.

The Industry Reaction

Despite the health crisis, the industry has continued to work with government to take forward the legislative reforms the leasehold sector so badly needs. 

During the last five years, property management has undergone a paradigm shift away from simply delivering technical expertise towards a strong focus on our customers. ‘Tenants’ have become residents and managing agents are now providing a service to them, not just to freeholders. In the next five years, we believe the sector will shift again towards meeting the stringent safety standards set out in this year’s draft Building Safety Bill. 

The outcome of the RoPA report will drive higher regulatory standards for our whole industry to the benefit of all our customers. Collaboration between ourselves, our fellow industry bodies, property managers and government will be pivotal to that change. 

We’re actively working with ARMA on the application of EWS1 forms and have developed a pragmatic solution that we hope will bring valuers and lenders onto the same page, enabling the market to start moving again.

Looking Forward

There is now the promise of a vaccine. We hope this will prove transformative, bringing us back to near normal in 2021. However, we need to remember the lessons we’ve learned this year and gain positive outcomes from the experience. We now have the ability to travel less, work more efficiently and pragmatically, while at the same time appreciating the value of human contact.