The property management industry is undergoing a transformation. As regulations tighten and expectations from customers, freeholders, developers, and RMC clients grow, there is an increasing need for us to stay ahead of these changes and proactively support our clients through them. Our goal at The FirstPort Group is to be more than just a service provider; we want to be a trusted partner who can offer insights and solutions tailored to our clients' unique challenges.
Understanding the evolving landscape
Recent changes impacting our developer clients, such as the introduction of the New Homes Quality Board (NHQB) consumer code, reflect a wider industry shift towards greater transparency and professionalism. This code, launched in 2022, sets a new standard for how developers engage with property management companies and communicate with potential buyers, demanding a higher level of service and clarity than ever before.
We see these changes as opportunities to better serve our clients and future customers. Understanding the pressures developers face – whether it’s building safety regulations, leasehold reform, or the consumer code – is essential to how we operate.
A dedicated point of contact
The Client Services team plays a crucial role in bridging the gap between our clients and the operational side of property management.
A large part of my job involves identifying challenges and developing tailored solutions that not only address immediate concerns but also consider the long-term running of the developments. We frequently explore how digital platforms can enhance client engagement, as well as the potential for implementing new client-facing technologies that streamline communication and service delivery.
Taking a collaborative approach
One of the most impactful initiatives we’ve undertaken recently is our targeted training for developer sales teams on new-build developments. We often find that buyers are not fully aware of the role a property management company plays in their new development and the associated costs. By collaborating directly with sales teams, we can equip them with the knowledge to confidently explain the benefits a property manager can provide. Our training programs have received positive feedback from clients who recognise the immediate benefits of having their teams more informed and prepared.
We’re seeing a significant shift among developer clients toward a more collaborative approach to the long-term management and sustainability of sites. Developers are increasingly involving property managers earlier in the build process, recognising the value of our input in planning for long-term success. This early engagement is crucial for aligning everyone from the beginning and ensuring that developments are equipped for future needs. This could include considerations around net biodiversity gain or ensuring appropriate budgets are in place. By being part of the planning stages, we can ensure that the services we provide are not just reactive solutions but are proactively built into the development’s vision from the ground up.
Enhancing our service model
As the industry continues to evolve, so too do the expectations of our clients and we must continually demonstrate our expertise and reliability at every touchpoint.
To better meet these expectations, we are regionalising our client services to establish closer networks of support, offering end-to-end ownership with dedicated account managers. This move will allow us to build stronger, more personal relationships and ensure that they always have a direct point of contact.
By creating a more localised and accessible structure, we can respond more swiftly to client needs and provide a higher level of personalised service.
Looking ahead
As we navigate this period of significant change in the property industry, our focus remains on deepening our relationships with clients by providing an exceptional service, valuable insights, and collaborative support.
Jess Farrell, Director of Client Services at The FirstPort Group
