excellence value & develop staff integrity innovation teamwork accountability part of the places...

Excellence Value & Develop Staff Integrity Innovation Teamwork AccountabilityExcellence Value & Develop Staff Integrity Innovation Teamwork Accountability

Part of the Places for People Group



PfP are “one of the largest property management, development and regeneration companies in the UK”.

PfP own or manage over 144,000 homes and have assets of more than £3billion

PfP are:◦ PfP Homes (social rent)◦ PfP Leisure (leisure centres)◦ Touchstone (private market rent)◦ RMG Ltd (leasehold and freehold site management)◦ Financial Services, Green Services, Individual Support, Cotman, Castle

Rock Edinvar, Neighbourhoods◦ and more...



9,300 properties 15 full time members of staff, across 10 regions Over 260 different sites (and leases) Tenure typeso RTB, RTA, RTO, Rent to Homebuyo 100% leaseholdo Shared ownershipo DIYSO – leasehold and freeholdo Improved or developed for saleo Leasehold Schemes for the Elderly, Shared Ownership for over 55s



More specifically, we focused on,Creating a business mind-setService charges – costs to be fully fundedA review of management and admin chargesA review of our contractual obligations



“Services – and terms of payment – according to the lease”

“A commercial approach”

“What’s the business benefit of this?”



Increased charges for RTB/RTA customers

Reviewed our minimum charge against the costs incurred in providing minimal services

Reviewed fees for individual and non-site management services, such as providing copies of documents



Service charge estimates Auditing of accounts Customer involvement approaches Community safety service Complaints handling Unacceptable Behaviours and Actions Information provision



Staff with product knowledge – who know what they are talking about

Customer service training for all staff A reduction in services with questionable value Simplicity of information provision and accounting

style A focus on scheme management and contractor

performance A reduction in ‘negative engagements’



Private Sector Services, leasehold and freehold site management

Public Sector Services, for example - Housing Options Services for Westminster City Council

Around 57,000 homes under management Took on the Places for People portfolio of 6,600 units from

1 April 2014 National organisation, and a Swansea satellite office!



Developer/Freeholder/

Investment Company

Lessees

Residents Management Company



IT systems Site visit tablets and record keeping Site information with regards to service contracts Leasehold training by ARMA and membership of

IRPM Specialist support teams Budget devoted to leasehold and freehold

management – no competing needs



Analysis of the lease to assess what services to provide and how to apportion costs

A clarity on what is demised or not Systemic opportunities to add income A higher level of understanding of costs The importance of client retention



Regular customer meetings Excellent product knowledge of staff Reducing the service charge, if possible Health and safety specialists Contractor performance challenged RMG Living, for DIY services Client reports



Andy RoseProject Manager

RMG [email protected]

07834 748369

excellence value & develop staff integrity innovation teamwork accountability part of the places...

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