Property Management Awards 2014-15 - The Winners

Winner

Urbanbubble

Manchester-based Urbanbubble provides a range of services to developers, landlords and residents, and aims to ensure residential developments are managed and maintained to the highest standards.

Over the past 12 months, Urbanbubble has added almost 2,000 homes to its portfolio - a mix of new developments and Right to Manage appointments. The business has raised its profile across Manchester, employed many new staff, implemented training programmes (both internal and external), and moved offices.

Urbanbubble has gained a strong reputation for helping advise tenants through the lengthy process required to set up a RMC, and the firm is continually looking at how it can improve its service to tenants, landlords and developers.

Among those the company has assisted is the RMC of a 300-apartment block in Manchester, who they helped save £100,000 in service charge bills - money which could then be used for improvements.

In the case of a 103-apartment building in the city, which suffered unsafe and potentially dangerous walls, urbanbubble identified the problem, arranged for all the necessary surveys and inspections, and successfully pursued a claim against the NHBC warranty. This resulted in the safe reconstruction of the walls and associated costs being met by the NHBC - all delivered within six months.

Urbanbubble also impressed the Judges with their video testimonials and their ability to become part of the community.

Best Service Provider of the Year

Winner

Law and Lease

Law and Lease is a barrister’s blog about residential service charges. However, it is more than a blog; it is a growing, searchable database of reported service charge decisions and commentary in an easy-to-read format.

Amanda Gourlay published the first post in July 2012. Over the following months, Law and Lease examined some seminal cases, including Phillips v Francis, Daejan Investments Ltd v Benson, and Morshead Mansions v Mactra Properties Ltd.

Amanda has also introduced “A Rule A Day”, a series of daily posts, each setting out the text of one of the new First-tier Tribunal rules, accompanied by a commentary contrasting the new rules with the old LVT procedure rules. The site also features a calendar of future events of interest to the service charge community. Future plans include podcasts, an annual e-book of posts and training sessions based on specific points covered by the cases.

Law and Lease is founded on two key principles: first, that it should be neutral and second, that it should be free of charge and available to anyone with access to the internet. She also impressed the judges by receiving some heavyweight testimonials and handling potential conflicts well.

Although it is written by a barrister, readers say the posts are not written in legal speak, but in a warm, friendly, personable and clear way that is accessible to lawyers, property managers and lessees.

Block Insurer of the Year

Winner

1st Sure Flats

The last 12 months have proved very challenging in the world of block insurance, not least because of some severe weather events. 1st Sure Flats’ claims service was truly tested, however its Major Loss Response was effective, through early intervention and immediate communication with all individuals involved, and also identifying local facilities, such as a church halls, where lessees could assemble, and the insurers and loss adjustors could address their immediate needs.

The company has now purchased and adapted a vehicle to create a new custom-fitted incident response unit, to act as emergency offices, enabling such face-to-face meetings to take place as quickly as possible.

As one loss adjuster put it: “By providing their Incident Support Unit, 1st Sure are taking a great step towards addressing some of these difficulties which will allow immediate action to be taken in a calm professional environment minimising the distress caused to the victims.”

The Judges were impressed by 1st Sure, “...always thinking about the next innovation…” and also a superb video entry that sums up their work and values.

1st Sure Flats has also launched new products and services, including a budget solution for smaller blocks that retains the firm’s core values.

Despite it being a challenging year, 1st Sure has grown its market share and continued to offer flat owners appropriate cover at a reasonable premium, and this success has helped the firm secure the Block Insurer of the Year award.

Building Surveyor of the Year

Winner

Earl Kendrick Associates

London-based Earl Kendrick Associates offers a number of services including architectural design, building surveys, contract administration, defect analysis, reporting and repairs, party wall matters and project management. It provides these services to private residential clients, residential blocks, investors and developers.

Earl Kendrick recruits and develops highly qualified staff, but is always to be prepared to outsource a technical job to someone better qualified to carry it out. However big or small the project, the company’s aim is always the highest levels of professionalism, maintaining communication, responding to enquiries quickly and offering complete transparency.

The judges were impressed that at least 90 per cent of the firm’s clients rate its service as very good or excellent and that their technical expertise was described as being “second to none”.The company strives to exceed its clients’ expectations, with all members of the team placing importance on client satisfaction above all else. They will also bring outside expertise where it is best for the client and set the bar high indeed.

Among its many successes this year was a major external maintenance project at The Bromptons, which involved a large Listed Building, a very detailed survey, much consultation with the Board of Directors and planning the phasing of the works to minimise disruption. Earl Kendrick managed to complete the job early

Concierge of the Year

Winner

Chris Adedayo, Consort

For the Queen Mary’s Gate development

Queen Mary’s Gate is a private gated development with nearly 400 units in South Woodford. Chris started work there in 2007, and has proven himself to be a real asset. No matter what difficulties he has encountered, he has always provided an extremely high level of customer service.

The Judges noted that Chris submitted an excellent application where his leaseholders demonstrate genuine affection towards him. Chirs treats each resident specially and goes above and beyond.

More of a friend than a concierge, Chris makes an effort to get to know everyone who lives at Queen Mary’s Gate and their visitors. Chris is the modern-day concierge but he also has old school qualities. He is smart, knowledgeable, and efficient and reliable in administration tasks. He also makes sure new employees are trained on all systems and processes, and ensures they understand the high levels of service that are demanded.

No request is too much trouble - for example, Chris helped an elderly couple living on the top floor of the building when the lift broke down, taking their shopping up to their apartment before assisting them up the stairs.

He also came in on his day off to help clear snow and grit the road, provided a shoulder to cry on after a resident’s relationship ended, and looked after a child, who had forgotten his keys, until his mother returned home.

Customer Service Award

Winner

Lite Property Management Limited

Lite Property Management provides services to small blocks of flats and developments of houses. It aims to provide these developments with a high class service for an affordable, reasonable price, and give each one, no matter how small, time, dedication and support.

Lite takes a totally customer focused approach (the motto of the company is ‘Property Management Your Way’), not telling customers what they need, but asking them what they want. All service levels are tailored to the needs of each individual client and development. The company will not manage any developments with more than 20 units or an annual management fee of £3,000 +VAT.

The judges were impressed that Lite takes the hassle out of self management and has built into the fabric of the company ways to ensure that its communication with clients is frequent and relevant, while all financial matters dealt with on behalf of the client are transparent, easily presented and readily available.

One satisfied client said: “The customer service from Lite has been second to none. For starters I actually know who my Property Manager is now, but more than this they respond quickly to emails, they answer the phone and if I want to, everything's available on the web.”

Estates Team of the Year

Winner

Whitehall Court

Whitehall Court is a prestigious residential building in West London, comprising 125 flats and employing an estates team of 12 on site who ensure the smooth running of the building.

The Whitehall Court team are highly self-motivated, and individuals have very good relationships with those they work for and with. They pride themselves on going above and beyond to provide a high quality of service to residents and guests, and assistance to contractors.

Staff attend regular training courses to learn new skills and qualifications, and also to refresh existing ones. In addition to regular communication with residents by email, notices and bulletins are displayed around the building, and monthly newsletters are issued by both email and in hard copy. The team prides itself on an open door policy at both the main reception and in the on-site estate manager’s office.

The judges were impressed with their quick response to both straightforward requests and serious incidents. For example, when a flat started to leak into the adjoining commercial hotel corridor, duty staff attempted to isolate the valves but were unable to do so due to lack of accessibility, so they called the estate manager out of hours. They then collected buckets and sheets to protect furniture and carpets, and continued to do so during their shift until isolation of the valves could be undertaken the following morning. A strong service ethos, friendly and co-operative manner and their work to know their residents made this winner’s entry stand out in the Judges’ opinion.

Housing Association of the Year

Winner

Moat Homes Ltd

Moat is a housing association that employs more than 300 people and provides affordable homes in for people in the South East. For over 40 years it has delivered general needs homes for affordable rent, retirement housing, and independent living.

Moat is one of the Homes and Communities Agency’s development partners. It develops about 500 new homes every year, and as a not-for-profit organisation all financial surpluses are reinvested to provide additional affordable homes and services.

Among the many qualities recognised by the judges is the holistic approach Moat takes to supporting all of its residents, especially those struggling financially. Its financial inclusion service has helped many residents turn around their financial situation.

The Judges were impressed by the excellent testimonials received and their innovative business model so that properties are sold at fair market values, and that they undertake various works to maximise the value achieved.

A financial inclusion officer supports the resident and offers them free advice, personal visits and advocacy support to help solve the problem, tailoring the service to their needs. If the resident is seeking specialist debt advice the Welfare Benefits Officer refers them to the Citizens Advice Bureau or alternative local advice agencies.

Legal Services Award

Winner

Brady Solicitors

Brady Solicitors was established by Clare Brady in 2008 and employs 34 people. It is the first property management focussed law firm to achieve Lexcel accreditation, and has continued to secure this on an annual basis.

The company aims to ensure all clients receive consistently impeccable service, and averages 46 days to settlement for service charge arrears and, when cases escalate, has a 100 per cent track record at the FTT.

The Judges noted that clients have recently described the firm as: “a total stress buster for managing agents”, “the next best thing to having an in-house lawyer”, and “the non-barrister experts for property management law”.

Judges were impressed by Brady’s approach, involving open communications with defaulting leaseholders to find out why they haven’t paid. Leaseholders can be terrified of their debt and when they are talked through options to settle their arrears and keep their property it is a huge relief, which in turn builds bridges between leaseholder and landlord. A similar approach is applied to freehold debt recovery.

Notable cases Brady Solicitors has been successfully involved with include Datoo v London & Quadrant Housing Trust, and Chowdhury v Bramerton Management Co Ltd.

Lettings Management Team of the Year

Winner

Braemar Estates

Established in 2001, Braemar Estates is a specialist residential property manager that offers a lettings and tenancy management service across the UK, aimed at a wide range of clients from private investors to large-scale corporate institutions and funds.

Its lettings business now manages a portfolio of UK residential lettings with an annual rent roll of more than £8 million. Based in the firm’s Manchester office, the lettings team is passionate about property and customer excellence. It takes great care in the recruitment and selection of staff, and places strong emphasis on development and continued training.

The judges described this winner as ‘cutting edge’ and were impressed with how Braemar Estates combines its management and lettings services, therefore having an excellent understanding of how to maximise an asset within its portfolio. The synergy between the block and lettings teams enables effective and regular communication between departments, and a greater understanding of landlords’ needs in order to meet all objectives.

The firm’s attention to detail also impressed the judges. For example, all properties are fully inspected prior to check-in to ensure all regulations are complied with. Furthermore, to provide consistency of service tenants are allocated a named property manager, and provided with a thorough introduction to their property and the building in which they live and a welcome pack.

London Property Management Company of the Year

Winner

Rhodium Residence Management

Rhodium was founded in 2011 by Dean Main to meet the demand created by the significant growth of London’s super prime residential property market. Rhodium focuses solely on this market, and provides the very highest level of bespoke support for landlords and occupiers alike.

Rhodium’s business operates on two tiers – the management of entire blocks, and the management of individual residences for private clients. Rhodium’s private clients are offered a menu of bolt-on options from which they tailor their own bespoke service requirements.

Over the past 12 months alone, Rhodium has been instructed on 8 luxury developments in Prime Central London.

In addition to its standard of property managers, judges were also impressed that the company’s household staff and M&E teams were nearly all are recruited from the five-star hospitality industry, which means not only have they been fully vetted but they are also experienced in the tact, care and discretion needed when entering the homes of the global super-rich.

Finally, the Judges were impressed with testimonials that showed how Rhodium have taken property management to a new level for 21st Century residential property management. They are innovative, exemplary, as bespoke as it gets and have a stellar client list.

London Property Manager of the Year

Winner

Jacqueline Allen, Vision Property & Estate Management

Jacqueline joined Vision in 2010, starting her career as an assistant property manager to the Managing Director. Her career development has seen her come from a legal conveyance background and progressing to a senior property manager in five years.

Jacqueline maintains her own portfolio of 17 blocks some of which she has had for four years. They range in size and complexity.

Judges liked Jacqueline’s hands-on property management style. Never afraid of a challenge, she has built good relationships with leaseholders, contractors and colleagues alike, and always goes the extra mile to offer a first class service. She is a friendly and knowledgeable professional who has an excellent ability to empathise with residents at both new and existing schemes.

Jacqueline has ensured that every new development taken on is managed and maintained to the highest possible standards, and always acts in the best interests of her clients. She is very understanding with those directors or leaseholders who don’t understand leasehold law, answering any queries or advising on the legal implications.

Jacqueline says she strives to be not just another property manager, but the best property manager and the Judges were impressed with how she has been described as “an asset to the industry” and more than a manager, a friend too.

New Build Property Management Company of the Year

Winner

Gordon & Co

Gordon & Co was founded in 1948 in Paddington, London with a portfolio of predominantly local period properties. In 2010, with a new management team in place, a business plan was enacted to diversify the portfolio both in location and style of properties to new build.

The company has seen a healthy growth in the number of new builds it has developed. Many of these sites have required the application of specialist ecological and environmental management skills, for example aquatic management, badger runs, bat boxes, woodland and wild flower meadows. Many developments also include green technology features such as solar hot water systems, air source heat pumps, wind turbines and biomass boilers.

Gordon & Co provides a proactive service in which communication is key. Its management of each site is tailored to the needs of the residents and the specific site itself, and the firm also assists the sales team with enquiries throughout the pre-occupation period. It holds pre-occupation meetings that cover topics such as management services, special features of the building and refuse strategies.

The company scored highly with the judges because of its work with housting associations on mixed use developments and also in a number of other areas, including quality of service, efficient handling of enquiries, marketing of and innovation in property management, and staff development.

Regional Property Management Company of the Year

Winner

Encore Estate Management Ltd

Encore was founded in 2004, with the aim of building a better kind of estate management company. The company manages an extensive portfolio of high-end residential developments throughout London, the Home Counties, East Anglia and the Midlands. On behalf of its clients, it manages more than £9 million of service charge monies.

Encore bases its success on delivering excellent customer service to RMCs and advising developer clients on leasehold management issues, both prior to and during construction. It has developed a reputation for delivering a quality property management service and often rescuing failing developments whose resident directors have sought change.

The judges were impressed with how the company recognises the importance of developing strong and lasting relationships with its clients. Its success in this award category was also helped by a focus on staff training and development, attention to health and safety aspects, green initiatives and investment in software. Described as “brilliant” by their clients, their use of innovative touches is what made this company really stand out.

As one development manager put it: “Encore is a pleasure to work with. They're professional, reliable and honest. They work proactively - focusing on the small details and the bigger picture and I wouldn’t hesitate to recommend them.”

Regional Property Manager of the Year

Winner

Gary Pendergast, Trinity Estates

Working for Hertfordshire-based Trinity Estates, Gary maintains a portfolio which consists of some of the largest and most challenging developments within the region.

Judges were impressed by Gary’s levels of communication with leaseholders across all of his sites; his efficiency and professionalism in handling enquiries; his leadership skills,and his knowledge of the working systems and facilities on all of his developments across a wide portfolio which includes converted buildings, large housing estates and blocks of city centre apartments. He also won “Estate Manager of the Year” at the company’s internal summer conference.

Gary has had to overcome many challenges, for example working with the local authorities and on site contractors to develop systems for storage and collection of excess waste which has saved the leaseholders thousands over recent years.

He also took the initiative and identified and developed a ‘mini’ cycle of redecoration and carpet cleaning outside of the regular cycles. He put this in place to maintain high standards in a city centre development with high foot traffic.

Gary also identified a long-standing problem with a reed bed drainage system on an inherited site. He researched and quickly understood the technical implications regarding the correct maintenance of the installation, then worked closely with the relevant contractors to overcome a potential critical failure in the system.

Young Property Manager of the Year

Winner

Nick Rich, Lite Property Management Limited

Lite Property Management provides management services to small blocks of flats and developments of houses.

Nick has provided advice and guidance to property developers such as Bellway Homes and Berkeley Homes. He has had input into some landmark developments, providing the developers with advice on how to build with the leaseholder in mind. He has also pioneered an approach to RTM which could provide leaseholders with more control over their developments.

Nick has shown a strong commitment to his career, having obtained the AssocRICS qualification and a Master’s Degree in Property Management and Investment. However, he has also provided support, guidance and training to the company’s other staff, teaching them the basics from letter writing and budget planning all the way through to preparation for industry exams.

The judges were impressed by the amount Nick had achieved in a short timeframe; his tremendous get up and go personality, his focus on small leaseholders and innovation in business model. They also commended his excellent video entry.

Clients praise Nick for his experience, knowledge, clarity and professionalism - qualities not lost on the judges when deciding on the winner of this category.