Pro-Active Property Management
Are we responding pro-actively?
Proactivity or proactive behaviour refers to self-initiated behaviour that endeavours to solve a problem before it has occurred. Proactive behaviour involves acting in advance of a future situation, rather than reacting. Wikipedia
We have, on occasion, received correspondence from clients asking the following:
Please, can you be more proactive in finding a permanent solution?
As a Property Factor – we manage communal areas of buildings.
Most clients have signed up to our main core service package which includes roof maintenance, stair cleaning and stair lights. In the main, this provides clients with a roof condition report annually which includes a full written report and photographic report. It also includes regular stair cleaning and stair lighting maintenance as and when required, changing faulty light tubes – with a quick turnaround from the client raising the issue or routine inspection visits, to the job being carried out. This ensures the safety of owners, tenants and visitors to the communal stair.
However, just because or clients have only signed up to the 3 core services package, the story does not stop there. Far from it. During one of our team chats, we realised that the list of services and jobs performed by our team, albeit a small team packing a big punch, the list was rather extensive. It brought us round to two of the other questions which pops up from clients and future clients.
“What else do we get for our money” & “What are we paying you to do?”
Fast forward to a few days later when there was an appropriate “time-slot” in our busy working days – getting on the with day job, we compiled the list of the “what else we do”.
To let you understand, we are a committed company.
· Committed to excellent customer service.
· Committed to providing a high-quality service to all our clients.
· Committed to ensuring our clients understand repairs and maintenance.
· Committed to going that extra mile and meeting with clients out of hours to ensure projects are managed and expectations maintained.
· Committed to providing the best quotes where required.
· Committed to providing honest and transparent communications.
The list could be endless. However, we wanted to share the other aspects which are lesser known to the clients who have a low maintenance building with straight forward roof maintenance, stair cleaning and light maintenance.
As an example of client communications, requests and maintenance jobs within a one to two week period, we have listed below some of the topics we have had to deal with within our “day job”.
Sewage leaks/backing up into properties
Faulty Main door locks
Failed Door Entry Systems
Fires in adjacent buildings with the need to evacuate and secure our managed building.
Drug taking in stairwells
Defaecating and urination in communal stairwells
Communal water mains leaking
Mental health issues
Missing landlords/evasive landlords
Illegal parking in private developments
Management of car parking permits
Time intensive communications
Stair light repairs
Project Managing on site
Workmen in communal stairs
Title Deeds investigations
Collation of Client accounts
Payment of Contractors
Maintenance updates to be issued to clients.
Routine Building Visits
Key & fob orders
Asbestos surveys and reports
Perhaps this rather extensive list of duties will shed some light on what we actually do on top of the basic core services package within our "day job"
Life as a Property Manager/Factor - Your Property our Priority!