01 August 2024
Leanne Barker and Craig Covell have a wealth of experience managing London RMC clientele at some of the Capital’s most prestigious developments.
In an article originally published in Property Week, Leanne and Craig discuss what’s distinctive about London resident-managed developments – the ‘London Niche’ – and what property management companies must do to provide the right support.
Business-Savvy Directors
Craig explains: “London’s melting pot of experience and expertise is certainly reflected in the RMC Directors we work with in the city.
“We often work with individuals who possess strong business or financial acumen, holding senior roles themselves. Naturally, they have high standards that we need to meet.”
Craig points out that when working with these individuals, you are often interacting with various members of their inner circle, drafted in to help manage RMC responsibilities, adding: “It may not always be the RMC Director on the other end of the phone; it could be someone they consult with, such as a financial advisor.
“This makes it crucial that our advice and direction are crystal clear, based on expertise and professionalism. There’s no room for error or ambiguity. We are employed to provide a professional service, and that’s exactly what we deliver.”
Personalised Approach
Leanne has firsthand experience of the importance of a personalised service for London RMC clients. Having worked in a Kensington-based property management company for over 20 years, she knows that her clients expect a personal relationship with their property manager, grounded in a shared understanding of their responsibilities to residents.
“Our job as property managers is all about relationship building,” she says. “Having a relationship with RMC Directors that’s based on shared and agreed goals means we’re much more likely to provide a unified front to residents that instils trust and confidence
“We manage developments in London where residents want us to treat them and their buildings as part of our family. They are not just ‘another development’ or a number on a spreadsheet.”
Leanne emphasises the importance of tailoring communication. “It’s their voice, not ours,” she says. “We work to understand their tone of voice, depending on the type of building and its residents.
“We also understand the practical needs of our residents, such as when they are away for long periods and how this affects billing. That’s what RMCs in London typically expect, as there are often unique considerations when dealing with residents living in London.”
Local Feel, National Strength
Leanne and Craig both highlight the confidence their RMC London clients feel from having an experienced property manager with a local presence but national strength at the helm.
Leanne says: “When I talk to London RMC Directors, they really appreciate the benefits of a company like The FirstPort Group as a property manager because they can see the significant London presence in the people we appoint and the developments we are currently managing in the city.”
Craig continues: “It’s very important to RMC Directors in London that the property manager they appoint understands the ‘London niche’. However, they also recognise that some issues they deal with day-to-day, like service charge increases and building safety regulations, are national concerns. We can learn a lot from applying national-scale responses, with a London-specific approach.
“Being able to benefit from economies of scale when you’re with a property manager that works across the UK is hugely appealing, as long as we overlay this with the specific intricacies of the London market.”
Tailored Solutions
“Our team’s approach is built on understanding each client’s specific needs and providing tailored solutions that are as unique as the buildings we manage,” says Leanne.
“I specialise in the management of mansion and Victorian London properties, and there is rarely a one-size-fits-all approach. We deal with restrictions on listed buildings and general challenges that come with older buildings that need to be managed with care and attention.”
The distinctive needs of managing RMC-led developments in London are clear. What The FirstPort Group can offer is a balance of national expertise paired with an understanding of the specific London market intricacies. This approach provides tailored, high-quality property management solutions that address both the general and unique challenges of London’s prestigious developments.
Are you an RMC Director in London looking for a property management company with the right skills, experience, and professionalism to meet your needs? Get in touch here to find out more.
