Do managing agents really


ex ?ist GOOD


PAuL CASSERLy tells


Flat Living why he became a propertymanager


AFTERAPPOINTINGSEVERALmanaging agents fornew residentialdevelopmentsin theNorthWest of England, regional developer Castle HomesNorthWest thoughtthe answer to thequestionofwhether thereissucha thingasagood propertymanagerwas a resounding ‘No’.Witnessingthe frustration that poormanagementcreates andhaving asense of obligation to theirclients,the companytookthe decision tomanage their ownproperties.In2008CasserlyProperty Management wasestablished inManchester, with leaseholder’sneedsasits core value. “From our own experience we knew


leaseholders didnot wanttoreportaproblem to afacelesscallcentrewhere theperson towhomyouwerespeakinghad never visitedthe city youlivein, nevermindyour development,”saysdirectorPaulCasserly. “Residents do notwanttosendanemail to customer services@..... they wanttocontact theirpersonalpropertymangerdirectly andeasily.”Paulisfirm in thebeliefthat propertymanagers should know aboutthe developmentyou live in andshouldhavemet youataresidentsmeetingorAGM.His view is that residentsalsowantapropertymanager whoseofficeisonlyashort driveawayand will thereforevisit your developmentregularly to undertakesiteinspections, ensuring any issues aredealt with quicklybeforethey becomeaproblem.“Equally, ifmanagers are locally based, they can be called out quickly to resolveaproblemanytime,”hesays. Wouldyouemploy aletting agentinLondon


if youwantedtorentout your apartmentin Manchester?The answerisundoubtedly ‘no’. Sowhy would youemploy amanaging agent basedinanother city tomanage yourwhole development? Casserly PropertyManagement recently took over an apartment block in


Flat Living Summer 2012


Locally- based managers can be called out quickly


Manchester that hadbeenmanaged by an agentfrom Londonwho, unsurprisingly, had never visited the block during itswhole timeasmanaging agent. Paul thinks perhaps DavidCameron’s localismagenda hasapoint after all. It is notonlyalocalservice thatmakesa


propertymanager worth appointing. In Paul’s experience, leaseholders also want an annual preventativemaintenanceprogrammethat avoids expensivereactivecall–outcharges, as well as unnecessary inconvenienceto themselves such as theliftbreakingdown or theautomatic gate to thecar park not working. They also want to know that buildingsinsurance andcontractors’costs will notautomatically rise year-on-year even


Acustomer service- focused approachis longoverduein the industry


in a recession. “This is the quickest way to give theimpressionthatthemanaging agent simply does notcarehowmuch theservice charge cost is,” says Paul. Somemanaging agents seemto think


that if they don’trespond to residents’ problemsor questions they will eventually stop contacting themandleave themalone. The end result of this is that leaseholders assumepoor service is the norm. “Relying on the apathy of leaseholders seems to be embedded in the values of poormanaging agents,” says Paul.Sowhatisthe solution?


Paul’s advice to leaseholders is to remember that theirmanaging agentworks for them. “Themanaging agentisoften onayearly contract and hence has a year to deliver a first class service. If they fall belowpar it is the leaseholders’prerogativetoreplace themwith amorecompetent one. This is oftendelayed or put off because to changemanaging agents is presumed to be a long arduous process.” In fact contrary to popularbelief, it cantakelittlemore thanaphone call to therightARMAaccredited managing agentwho will guide you through what is really quiteasimpleprocess(turn to p48 of this issue for more on changing agents). Paul believes thatmany residentsinblocks


around the country have put up with poor servicefrom theirproperty agents forfar toolongand acustomerservice-focused approach is long overdue in the industry. In answer to the question “Do goodmanaging agents really exist?”, hisanswer is “Yes,as long as you choose wisely”.●


CasserlyPropertyManagement Manchester-based Casserly Property Managementwas establishedasa ManagingAgentin2008.The company currentlymanages 20 developments. PaulCasserly canbecontacted on: Tel 0161 787 6197 Email paul@casserlypm.co.uk Websitewww.casserlypm.co.uk


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