managingagents
Low energy light bulbs may make little difference to the cost of running your home but on a development with miles of communal corridors with no natural light, such technology has had a material impact on management costs for customers. “Lighting is the main electrical cost of a development, so lots of small technological changes on site make a big difference overall,” says Chris Wiles, business development manager at Premier Estates.
More significant environmental features for planning and marketing gains can present management challenges, rather than advantages. “As specialists in managing environmentally sound projects, we have been appointed to manage the largest zero carbon scheme with centralised heating. One big boiler powered with woodchips will heat 76 apartments, which means service charges are therefore higher but people’s energy bills are so much less. We have to break down the costs to educate customers,” Wiles explains. “We also work with the developers’ sales teams, explaining the new technology and what people get for their money so they
understand from the start.” Premier Estates handles some 380 developments with around 17,500 customers so regular communication is no small challenge. “In looking to find the best way of delivering high customer service, we’ve set up online forums and individual websites to help build up communities.” A monthly update is sent by Premier to every resident on every site. “As a result, there are 17,500 people who know what’s going on. People worry less and the phone rings half as much, all of which more than outweigh the production of the newsletters.” There is a move away from post to
email distribution, which will create substantial environmental and cost savings. The increased use of online communication also enables redeployment of staff to where they can add most value for the customer. Leaseholders on sites managed by
Trinity Estates can elect to have all their mail electronically. “With less postage and time stuffing thousands of envelopes, staff are freed up to do other things and one of the most welcome is meeting people on site,” says Martin Chuter, head of business development. Trinity Estates has introduced a residents’ portal whereby each
individual is given an access code to check their account or view site documents. “Ongoing maintenance issues and progress is posted, so if a part has had to be ordered, residents will know what’s caused any delay,” explains Chuter.
“It also means the phones are not clogged up with 12 calls about the same problem as people can check if something’s already been reported.” Following positive feedback on the portals trialed in London, Trinity will be rolling them out more widely. A ‘new to Trinity’ section has been added for the most recent customers who can access the ‘Welcome Pack’ instantly, including insurance documents and sublet notices. “Customers can feel connected as soon as they move in. We now have a handover team to work with developers and engage with first owners on one-to-ones from day one. The process will also help with the 8/9 month surveys, so that’s adding value for the developer too.” “We’re a service industry and it’s important to engage. The way people communicate these days, especially those in their 20s, is very different. Some keyboard warriors are very accommodating face to face and a phone call can sometimes be
“In looking to find the best way of delivering high customer service, we’ve set up online forums and individual websites to help build up communities”
CLOCKWISE FROM FAR LEFT
Trinity Estates Handover Team, Fiona Mowbray (right) and Amy Williams | Chris Wiles,
business development manager of Premier Estates | Trinity
Estates Martin Chuter, Head of Business Development |
Rathbone Market, Canning Town, (developer Muse Developments) where the Trinity Estates
Handover team was involved and the leaseholders have access to the “Residents Portal” | Premier Estates; High levels of
sustainability can benefit owners but can add to management company responsibilities
82| May 2013 showhouse
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