Flat-Living.co.uk Interview
The man at the top
Flat Living met and spoke with Lee Middleburgh, the man at the top of
peverel, one of the uK’s largest managing agents.
dealing with disputes or difficult issues. and through our own experience we need
I firmly believe that building positive and to provide just three things:
constructive relationships drives new
business and that by sticking to these 1 Skilled and knowledgeable Property
principles for a long time the end result is a Managers who can see what is
business to be proud of. happening on the developments and
who can get things done.
What has been the company strategy
during the recession? How have you fared 2 High quality and timely accounts and
these past 12 months? expenditure information that is easy to
read and is informative.
For us the last two years have been
immensely busy as we have integrated a 3 An Office based Customer Services
number of Property Management businesses team that can be contacted the way our
within the division. This has been an customers want to contact them, that is
immense challenge and one the team has seen to work as a team with the Property
been committed to achieving. At the same Manager and is able to reassure that
time some of our customers have been problems can be resolved.
affected by redundancies through job loss
What is it about the leasehold sector that
as well as having less disposable income. What upcoming regulation will either
interests you?
This means we have had to rise to the adversely or positively affect your business
challenge of becoming more transparent in in the future?
Residential Property Management has
our explanations of what we do and at the
that wonderful mixture of customers that
same time where we are able to work harder We know that we will see the last parts of
you can get to know, teams committed
to provide payment plans and sympathetic The Commonhold and Leasehold Reform
to providing great service, a complex
credit control. This has not been an easy Act passed. We will see more Health and
regulatory environment and the need for
task but we are committed to becoming Safety compliance, especially as a result of
practical and sensible solutions to unusual
‘easier to do business with’. Another part the recent tragic loss of life in the Camberwell
problems. Frankly at any level you either
of our strategy during this last period has fire, but critically for the long term health of
thrive in this cocktail or you hate it! It is
been to deliver increased customer service the Property Management profession we will
clear that the industry is at the beginning
training across our business and to remain hopefully see the introduction of regulation
of a period of change. The old standards
committed to the development of our teams. and practice accreditation.
and ways of working simply will not do,
Saving cost in these areas was not an
we must recognise what needs to change
acceptable option to us. This has culminated What is the best thing about property
and ensure that we deliver ‘worthwhile and
in us receiving the prestigious Investors management? And the worst?
valuable change’ for our customers.
in People (IIP) accreditation in November
2009 that reflects both the commitment and Seeing younger property managers
How long have you been working at
professionalism of our team. develop, accept increased responsibility
Peverel Property Management?
and gain the appreciation of their
What are your future plans? customers is the best thing.
I have worked for Peverel Property
The cynics are the worst.
Management for a little over four years, I
We will start with our customer’s
have to say that it has been one of those
requirements and do whatever they need How do you fill up what little spare time
periods in your working life that stands out
us to do, whether that is to improve our you have?
as one where you learn more about people
communications standards, the clarity of
and doing the job. Without doubt no two
our communication, transparency of our If I can combine a long drive with music
days have been the same.
business processes or making sure that they and a camera then I am at my happiest.
always have someone knowledgeable and
You are one of the largest, if not the largest,
approachable to deal with.
managing agent in the UK; how did the
company achieve this position?
What is the key to success to successful
property management?
We don’t set out to be big. We do set out to
deliver good service, to be helpful to clients
It is increasingly clear through all of our
and customers, to forge relationships
discussions with customers, through our
and seek to find common ground when
market research, customer focus groups
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