inTerVieW Opinion


consolidated position to greateffect, particularly in the procurement of services. “Due to oursizeand annual spendwith somecontractors, we areabletonegotiate preferred termsand rateswhich areto thebenefitofbothour serviceand our residents,” he says. One of these benefits is the service


provided by Ottimo,which is afacilities companyestablished by theTrinity shareholders to complement andenhance thelevelsofservice on offer.Ottimoworks alongsideTrinity in reviewingthe work undertaken on site by contractorsand looking for areas of improvement and cost savings. To-date, says Jonathan,this hasworked“incredibly well”and levels of efficiency andreactiontimes have improved significantly. With thenumberofhouseholdsintheUK


increasing thereisanexpectation that the leaseholdsectorislikelytoexpandinfuture. Sowhat opportunitydoesthispresent for companieslikeTrinity?Jonathanoutlines thecompany’s plans to continue working closelywithexistingdeveloper clientsand hopefully newonestoo,withaviewto providing a comprehensive service across themultitude of complexitieswhichare nowbeing encountered in newbuilds. “It is notjustacaseofmanagingbricksand mortar andpeople’sexpectationsanymore; managing agents nowneed to have a complete understanding of the innovative newmethods used for sustainability such asCHPunits andPhotovoltaicsystems,” says Jonathan.“More andmorecomplex developments are being built and we have hadtogearupour expertisetocater for them.” Trinityemploysawiderange of specialists


including surveyors, solicitors and accountantsbut oneofthemost important teamsisthe handover teamwhichworks with theclientmonthsbeforeTrinity takes management of aschemetoensurethat everything is in place. Jonathan explains that in order to offer an exemplaryservice,it is vitalthathis propertymanagers develop afulland thoroughunderstandingofwhat


Who are TriniTy esTaTes?


TrinityEstateswas established in 2000 by four shareholderswho saw a gap in the residential market for amanagement company thatwasable to offeraprofessional management service both to developersand their purchasers. The founders allhad complementary skills and several years experience with other firms. They brought together the fourmain disciplines of a propertymanagement business: finance, new business,managementand


Flat Living Summer 2012


legal. Within two years the companywasmanaging 3,000 units with another 5,000 committed. Today, Trinity is possibly


the largest privatelyowned residential agent in England and Walesemploying 140 staff. The company now manages 40,000 units over 600 sites with another 13,000 units committed tomanagement on completion. Sitesrange in size from10 to 1,200 units and aremanaged by locally-based estate


managerswho live nomore than 30 miles fromtheir farthest site. Thismeans that an efficient support and managementservice canbe provided. Thesemanagers are supported by a regional manager and surveyor. Themain supporting


functions of accountants, solicitors andcustomer service are based in Trinity’s head officeinHemel Hempstead buteachmember of staff is equipped with thelatest communication technology to allowopen dialogue between offices.


is to bemanaged. They are also able to offer advice during the build with regard to fit-for- purposeequipment.“This has been of great benefit to Trinityand itsclients foranumber of yearsnow,” he says. Jonathan believes that oneofthemost


importantaspects of apropertymanager’s role is to builduparelationshipwithclients that engenderstrust. “There is agreat deal of mistrust throughout the industry andespeciallyamongresidentswho believethatmanagingagentsaremaking huge sumsofmoney at theirexpense.In reality someagents still are but the larger professional companieswho takemuch of theflackare not. It is perceivedthatagents receivemoney fromcontractorsfor works or commission on insurance or charge unreasonablemanagement fees.” Thetruth,


Thereisanexpectation that theleasehold sector is likely to expandin future


according to Jonathan, is that someearn fromcontractors, someearn frominsurance andsomedosimplyovercharge. He believes thatwhat is nowneeded in theindustry are clear auditable guidelineswhich protect leaseholders butalsoallow agents to operate aprofessional, successful business. “We need to ask questions and find


solutions to the difficult issues. If an agent has a fee earning arrangement with a supplier underabulkbuyingcontractand is providing themost efficient service at the most beneficialcost to theresidents,isit right? Atwhat level do we deemthe earnings to be reasonable and howdo we determine that the service is themost efficient and beneficial to the residents?” he asks. Jonathan is workingclosely with other


largeagentsand with ARMAto finda solutiontothisandmany of theother contentious issues that plague the leasehold


Formerlyakeenrunner,afteraninjury Jonathanhasnowtakenupcyclingin his sparetime.alwayslookingforachallenge, heandcollegueangusCooperrecently tookonthethreepeaks–Bennevis,scafell PikeandMountsnowdon–cyclingthe whole538mileroutetoraisemoneyfor Neuroblastoma. ifanyonewouldliketomake adonationforthisveryworthycause,goto: http://uk.virginmoneygiving.com/team/ nevis2snowdon


market.“Weare allfully awareofthe common issuesand we areall determined to push forstrongerlegislation to stamp outmalpractice andworktowardalicence- to-trade system,”heexplains. “Legislation needstobeimposed butitneedstobe imposedcorrectly.Withrepresentation from both leaseholders andagentsweshouldbe able to findaworkablesolution. This will eradicatealot of themistrustand perception of unscrupulous dealing,” he adds. Ultimately Jonathan wouldliketosee


managing agents communicatebetterwith leaseholders so that customersunderstand theindustryisdoing itsbest to deliverthe servicetheyrequire within theconstraints appliedtoagents. Thepropertymanagement industry also needstoworkonsetting up acarefully plannedtrainingprogramme leadingtoarecognisedqualificationspecific to the sector.●


JoNaThaNsmiTh ismanaging director of Trinity Estates


Tel0845 345 1584 Email jonathan.smith@trinityestates.com Webwww.trinityestates.com


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