Property management company FirstPort has restructured its operations and strategy, adopting a more regionally-focused approach. In this article, Jessica Farrell, FirstPort’s Director of Developer Account Management, explains how this shift has transformed the way the business collaborates with its clients.
Earlier this year, FirstPort moved its business structure from a single national scale business, splitting into four distinct regions – South West, South East, Central London and the rest of the UK. The change has involved regionalising each area of its business operations, including many of its client-facing functions, providing a more localised and personal service for clients operating within the region.
Jessica explains:
“Whilst all our clients continue to benefit from the size and scale of a nationwide property management company, we have seen a growing requirement to channel this capability into a more tailored and local service.
“For example, we have seen a shift in developer clients setting up new sites as Resident Management Companies (RMCs) that will allow control of management to be passed to resident directors who own properties on the development. With this in mind, it is more important than ever that FirstPort work closely with our developer clients regionally to help inform purchasers about management arrangements and work collaboratively to set up developments for long term success under the stewardship of the RMC.
This model also appeals to larger clients, particularly national developers that already operate in a similar regionalised structure. Jessica adds: “It’s allowing our client-facing teams, whether they are in account management or mobilisation, to work more effectively with the developer’s regional counterparts.”
The result of this collaborative approach is smoother day-to-day operations and increased resident satisfaction, which will continue well beyond the initial development phase to the eventual handover to resident directors of the RMC.
Jessica continued: “Whilst our central teams add tremendous value in terms of industry expertise and insight, we also understand those same colleagues can’t possess the same level of detail across each development and community that we work in.
“By providing a dedicated local point of contact, we’re able to offer clients greater accountability through team members who truly understand the communities and developments they manage, giving our clients confidence that their sites are in knowledgeable, capable hands.”
Regionalising our teams
While staff on the ground have always been assisted by specialist in-house support teams such as customer service, service charge accounting and client services, assigning these support functions to each region enables quicker and more effective access to the expert knowledge that underpins the service they provide.
The regions continue to be supported by FirstPort’s central teams that ensure the business’ key principles and strategy is applied consistently, but with the local understanding required to tailor its service to the needs of its customers and clients.
This includes setting up local office hubs to encourage in-person interaction and greater collaboration among the different teams, and it’s all overseen by a regional leadership team.
“By separating our support services into regions, colleagues and teams can work more collaboratively, combining their own specialist expertise with a shared knowledge of the developments we manage and the nuances of the areas they are located in.
“When challenges arise, it’s now easier than ever to get all the people we need in the same room, to work through the issues and find a quicker resolution.”
What’s next?
Beyond its immediate benefits for day-to-day management, FirstPort’s regional approach – grounded in local knowledge and collaborative working – will play a crucial role as industry stakeholders, including homeowners, navigate an evolving legislative landscape.
By having specialists embedded within each region across all areas of business operations, FirstPort is well-positioned to implement new ways of working. This structure supports ongoing compliance and enables close partnerships with clients to ensure their developments thrive amid regulatory change.
Jessica adds: “Through our new regional structure, we can help make sure all parties understand their obligations and ensure they are met in a way that allows each community to thrive in an increasingly complex sector.”
