What is a Proper Manager? Well, I suppose this is a bit like asking “how long is a piece of string?”
Being a Property Manager, specifically working in Block Management, alongside clients such as developers, Freeholders, RMCs and RTMs, is extremely varied.
The various and basic aspects of being a Proper Manager are:
- Customer service via effective liaison with clients, lessees, residents and contractors via various forms of communication
- Management and Maintenance of communal spaces both reactive and planned
- Management of Health & Safety on site and anybody working on site
- Preparation of service charge budgets and monitoring expenditure to ensure this is in line with the funds available
- Preparation of service charge accounts at the year end and being able to successfully demonstrate and explain items of expenditure
- Placing all relevant insurances, including but not limited to, Directors & Officers insurance, public liability insurance, engineering insurance and buildings insurance
- Contractor vetting, management and settling contractor invoices in a timely fashion
However, being a Property Manager can and often also includes:
- Being a mediator
- Being a plumber
- Being a detective
- Being a councillor
As you will be able to see from the points listed above, the role of a Property Manager is extremely varied and not an easy role to explain.
I think it’s important to point out that this industry couldn’t exist without our clients.
Primarily, the job of a Proper Manager is to work alongside their clients to ensure the successful running of a block. Property Managers tend to deal with mostly leaseholders who own a property within the block.
9 out of 10 times, when we receive a call or an email from a leaseholder or resident, it is to report a maintenance issues to us. For most people, their property is the most expensive purchase they will make in their lifetime they and will do anything to protect their investment. Therefore when an issue does occur, the lessee may feel their world is crumbling around them therefore it is important that the property manager is responsive and empathetic. Fortunately, as Property Managers we have developed a thick skin to most reactive maintenance issues as we’ve likely dealt with similar problems multiple times or can be sure that a small leak will not cause somebodies ceilings to cave in. However, it is the job of a Property Manager and their team to ensure that customers know that they have been heard and to professionally set expectations for when the issue will be dealt with. It’s hard to forget that in order to retain our clients our customer service must be top priority and to build a good rapport. Most of the time, when we receive a new business enquiry, the client is often looking to leave their current managing agent due to lack of communication which is something I reflect on often in order to improve the service being delivered.
It is also important to bear in mind that Property Management can be a fairly thankless role. It’s extremely rare that you will receive a call or email to say thank you for sorting out the missed bin collection or removing the dumped bulky waste from outside of the bin store.
One of the biggest issues with working with leasehold properties is that leaseholders often don’t really understand what they’ve bought when they purchase a leasehold flat. It’s very difficult to explain to someone when they are new to owning a leasehold property that they must pay a service charge and quite often a ground rent in addition to their mortgage, council tax, increasing utilities and contents insurance. As we know, money can be a difficult subject and people want to know exactly what they are paying for which results in a number of questions such as “why do we need that? Take it out of the budget”. It is important for Property Managers to remain patient, professional and empathetic and demonstrate their knowledge when answering these types of questions so that leaseholders can be privy to what they are being asked to pay for.
Leaseholders have a legal requirement to pay their service charges but a lack of customer service will make it easy for leaseholders to argue why they feel they shouldn’t pay their services charges and remind you of all of the things you have failed to do.
It goes without saying that on some occasions leaseholders or residents will have unreasonable expectations of the Property Manager. For example, if there’s a leak between two flats we will do our best to mediate the situation but from time to time the responsible property may claim they have no leak and for the Property Manager to check this. It is important to stay firm in these types of situations. Whilst we may have some knowledge regarding basic plumbing issues we are not plumbers and will not be able to trace a leak or produce a report as such. The same applies to petty crimes such as parcels or bicycles being stolen from blocks – this is a crime and must be reported to the police.
Furthermore, it is absolutely imperative that property managers set an example to their peers. This means:
- Answering the phone when the client, leaseholder or tenant calls in a professional manor or returning any call back requests as promptly as possible
- Responding to any client, leaseholder or tenant emails within a 24 hour timeframe even if this is a holding response to say that their email has been received and they will receive a response within a reasonable timeframe
- Providing the relevant parties with updates once or twice a week even if this is to confirm that the problem is in hand
- Out of offices responses should always be turned on if you are unavailable for any amount of time
There is no denying that Property Management is a difficult job however in my personal experience I cannot emphasize how much it is to always prioritise communication. Communication is key! Even if you are liaising with the relevant party to say “very sorry but there is currently no update but I thought I’d like you know either way”.
Following the recent IRPM Seminar, another thing that also resonates with me is Adam Laidler’s presentation “Protecting your greatest asset”. My main take away from this was setting boundaries which I also feel is very important in our roles. We become resentful when we have negative feelings towards having to perform a task for example, meeting a challenging client for coffee or being asked difficult queries which we struggle to answer. As such, it’s imperative to set boundaries i.e. I will meet that client for coffee but I must leave after 30 minutes or, these questions will require me to speak to third parties to ensure we are able to fully answer these queries therefore I’ll send a holding response in the meantime advising the client/leaseholder on when I expect to be able to respond in full.
I think the most important point to drive forward is, that to be a successful Property Manager, it takes reflection on every task you perform especially those that can be improved and asking “what could I have done different or better to achieve a different outcome?”
For me personally, another lesson well learned is, don’t be afraid to reach out to people for guidance. If you are unsure of the client’s query, pick up the phone and call them; Ask to meet contractors on site so that you can witness issues first hand; call H&S, Fire Risk Assessors for advice if you are unsure; reach out to managers and colleagues. We are all in this together.
Back to my original question, what is a Property Manager? We are a lot of things and I think it’s easy for people to forget that sometimes, therefore it’s important we take pride in what we do and share with our clients what we do as a reminder of how varied and at times how challenging our jobs can be both physically and mentally.
Written by Ayla Can, Senior Block Manager at Barnard Cook Property & Block Management.
