01 August 2024
FirstPort Property Manager Jennie looks after some of FirstPort’s most prestigious residential developments, working primarily with Resident Management Companies (RMCs), alongside other clients, to provide support and expertise.
While no two days are the same when working as a Property Manager in London, Jennie admits “this is where I thrive”. Here, she shares insight about working with RMCs and how property managers like FirstPort can provide the additional support needed to help Resident Directors fulfil their duties and obligations.
Can you tell us about your career in property management?
I have worked in various areas of the property industry for 25 years, starting in timber frame construction, then working for a chartered surveyor, and later as a maintenance manager for a large lettings agency. I made the move into leasehold management five years ago and I haven’t looked back.
In other areas of the property industry, you usually only focus on one aspect. But block management pulls on all resources and experiences because it is so varied. Having a well-rounded CV has helped me to use my experience and knowledge to react quickly to any challenges that arise. No other job I have found requires the range of skills that a property manager requires, and I love it.
What would you say makes an effective property manager?
Without a doubt, communication is essential to being a good property manager. You have to wear so many hats and you need to be able to cater your communication accordingly. You’ve got to have the head of an accountant, the heart of a therapist, and you have to be very versatile. You need to know a little bit about everything and use that knowledge when you communicate with customers and clients.
What is your experience of working with RMCs/RTMs?
Having worked with a number of RMCs and RTMs over the years, I have loved getting to know each and every one of the Resident Directors. I currently care for three large developments that are resident managed and I really enjoy working alongside our residents. Taking a group of diverse people and putting them together and asking them to make decisions as a collective can sometimes be challenging, but the key to success with this is expertise and communication.
I have noticed an increase in RMC clients, and I think this is because it gives the leaseholders more control over their property and the decisions that are made. They are in control of their homes, the spend within their blocks, and they can make decisions without the need to obtain permissions, depending on the structure of the lease and within the confines of the legislation. An RMC or RTM gives a feeling of ownership as opposed to being told what to do.
The Directors are usually residents, although not always, and in the current climate with so many changes in legislation – including the introduction of the Building Safety Act and the Leasehold and Freehold Reform Act – owners want to be able to make their own decisions and be in control of their home. Working alongside a property management company like FirstPort can help them to achieve this whilst making sure they fulfil their duties as resident directors.
What are the biggest challenges for RMC Directors at the moment?
Without a doubt, health and safety legislation and changes within building safety requirements, especially in higher risk buildings, can be challenging for Resident Directors who are personally liable if this legislation is not followed.
I make sure to support and clearly explain the duties and liabilities involved in being a Resident Director and that, unless these are adhered to, there can be serious implications. Directors are responsible for ensuring health and safety is up to standard, approving cost estimates, annual service charge accounts and, in a lot of cases, major works programmes. But when a property management company is involved, it is the responsibility of a Property Manager like me to guide the Resident Directors as a collective on many of these areas to make informed decisions that are best for the site as a whole.
What are the biggest benefits of an RMC appointing a property management company for their development?
A property management company takes the stress of managing the site, from accounts, cost estimates, overseeing on-site staff, contractors, general day-to-day queries from leaseholders and the everyday running of a site. Without a property management company that would all fall to the RMC or RTM Directors who will not typically have the experience, knowledge or access to information that is required.
I have sat with many RMC’s who question what the management fee consists of, and they have looked at opting to self-manage the development. But when the fee is broken down to them, they understand that managing a residential development is not always a one-man job and they very rarely opt to do it themselves. There’s also the back-office support that the right property management company can provide, from a dedicated health and safety team, project management co-ordinators, major works teams, through to accounts, billings, and collections. The support network is extensive, and this cannot always be achieved at a self-management level.
What do you enjoy most about working with RMCs?
Working with Resident Directors is a very personable thing, and you have to invest time in learning about your directors. I enjoy getting to know the directors of the RMCs and that is where I thrive. They will often want cost breakdowns and an outline of the work you are doing to maintain and improve their developments and it is my job to use good communication to effectively explain this to them. The human interaction is the most enjoyable part of the job for me.
Are you a Resident Director in London looking for a property management company with the right skills, experience, and professionalism to meet your needs? Please visit our Resident Managed Developments page to find out more.
This article was originally featured in News on the Block.
