managingagents
“There is a move to web based solutions, reporting and making
payments online. It not only speeds communication, it cuts costs”
RIGHT Ben Jordan, chairman of ARMA (also MD of Premier)
LEFT Karl Ardern, director of Watson
BOTTOMPremier Estates; Solar panels may benefit customers but can add to management company responsibilities
better than email. “With social media, ‘he who shouts loudest’ can lead to mistakes when dealing with communities but we’re looking at how to harness it,” says Chuter.
Karl Ardern, director at Watson Property Management, is also reviewing the potential of social media: “We’re just starting to dip our toes into Twitter and blogging as it has potential for good and feedback is welcome. But anyone with a beef is unregulated and it could be hijacked so we’re looking at LinkedIn initially.” Watson covers the entire UK, but 70% of its business is in the Yorkshire heartland where it manages around 450 schemes of varying sizes, some including stacker parking with lots of hydraulics where there will invariably be issues which need attention. “Years ago developers weren’t that interested in property management, but partnerships have since started to form as the on-going service reflects on them,” says Ardern. “Some more free-thinking developers might look beyond the initial sales to put things in which help the long term management. It’s not so the agent can be lazy, it’s so we can be on top of things before they become a problem.” Watson may be 200 years old but it’s looking to the future with recent investment in IT systems. “We didn’t pass on theses costs as it’s not just a sales tool,” says Ardern. “It’s underpinning our service and gives more options to interact which people now expect.” Customers are no longer drawn from one demographic, so communication has to reach all age groups. “Our clients can make payment online, check documents or question us directly. It also helps to streamline and control debate among directors on site. This is just Phase 1 and we are keen to explore more IT possibilities.” Efficiency of the new systems has
also enabled Watson to be more visible on site. “You can’t beat that extra reassurance especially for some people. It’s their investment; their home.”
As property management is still an unregulated industry, Watson has assisted with the new Association of Residential Managing Agents (ARMA) regime about to come into operation. ARMA is introducing self-regulation as chairman, Ben Jordan explains: “We’re becoming a professional body and have consulted extensively with the membership, stakeholders and interest groups, taking all views into consideration. There is a consumer charter and set standards which members will sign up to which will be independently policed.”
ARMA-Q is formally launched this month and will be open for accreditation from November. ARMA already provides an extensive range of guidance notes online, both for those in the industry and for
leaseholders to access. “Undoubtedly there is a move to web based solutions, reporting and making payments online. It not only speeds communication, it cuts costs,” says Jordan, who is also managing director of Premier Estates. “There is always pressure on
management fees and the only way to reduce them is to make savings. Customers making payments online means we don’t have staff taking credit card details over the phone. It doesn’t mean fewer staff but it can mean greater efficiency so we are able to delay recruiting more staff.” Training has also been advanced through the use of webinars, which more staff can attend without spending time and money travelling to training centres.
Mainstay Group, a What House?
Awards sponsor this year, has introduced web conference software
showhouse May 2013 |
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