About Grosvenor Waterside
Grosvenor Waterside is a Resident Management Company nestled along the scenic banks of the River Thames. They offer a diverse range of stylish apartments and luxurious penthouses, blending modern urban living with the charm of a historic environment. Their leaseholders are encouraged to take an active role in shaping the future of the estate, ensuring that the community thrives under their collective vision and guidance.
Problem
Grosvenor Waterside and their Service Charge Manager, Kat Zawadzka had long relied on a third-party managing agent to handle their complex service charge process. However, they aimed to improve their service charge process by taking complete control over their accounts, enhancing financial visibility, and obtaining real-time data for internal reporting. They sought a solution that aligned with their values of being personable and accessible to clients. With the aim to offer a more transparent, responsive, and efficient service, Grosvenor Waterside aspired to strengthen relationships with their leaseholders and continue to build a more engaged, thriving community.
Process
Recognising the complexity of their service charge setup, the team understood that choosing the right software was crucial for their success. They needed a solution that could not only handle these intricacies but also align perfectly with their operational goals.
Following a comprehensive market review and in-depth discussions with the software provider's team, they confidently selected a property management and accounting software solution, Propman by Grosvenor Systems as the optimal choice to streamline and manage their service charge processes efficiently.
As a small team that regularly faces tight deadlines, making a focused and efficient implementation essential. The project required extensive data collection, preparation of import documents, and careful customisation of the software to accommodate their complex service charge setups.
The implementation was completed in just four months by Grosvenor Systems—two months ahead of schedule—thanks to the support and initiative of Grosvenor Systems' team. Kat from Grosvenor Waterside worked closely with their Business Analyst who understood the project's demands and had a strong commitment to meeting deadlines. As Kat noted, “The support has been amazing." The analyst guided the team through the process, offering assistance at every step and resolving any challenges encountered.
Solution
Propman is now an integral part of their daily operations. The team uses it to manage service charge processes, raise jobs, process invoices, and complete internal reporting seamlessly. The platform has also strengthened their connection with leaseholders. With quick access to service charge data, when leaseholders reach out with queries, the team can now quickly and easily provide the necessary information.
This enhanced accessibility has not only improved credit control and reduced outstanding service charges but also created a more positive experience for both the team and their leaseholders. For them, it means smoother cash flow management and fewer delays, while leaseholders benefit from faster, more transparent responses, fostering trust and stronger relationships.
Their communication is now done automatically within Propman rather than manually by the team - a critical time saver. These time savings are particularly notable during month-end account finalisation—"even raising the service charge demands is super quick; with just one click of the mouse, I have them all sent,” says Kat. The software’s read-only access for solicitors and accountants has minimised the need for extensive communication, leading to faster, more efficient collaboration and gives the team more time to focus on strategic tasks.
Conclusion
Their successful collaboration with Grosvenor Systems ensured a smooth transition that exceeded expectations. Today, Propman is an indispensable tool in their toolkit, enabling them to provide a higher level of service to their residents.
Emma Thorne, Marketing Executive, Grosvenor Systems
