We care passionately about every customer we help
Partner and Head of Family Law, Rugby
We’re committed to building relationships with all our customers
Property Management is about more than bricks, mortar and maintenance. It’s about making sure that your assets deliver the commercial returns you rely on.
That’s where we can help.
Our award-winning property management team works with you to recover your outstanding service charges, ground rent and other property-related charges. Customers tell us it’s good to have experts on hand to manage their disputes. And part of this expertise is in understanding the relationships between you and your lessees. It means we’re well-placed to advise how best to tackle the issues.
Our process-driven environment means that our service is delivered in a consistent, effective manner leaving you to get on with what you do best: managing your blocks.
We are fortunate enough to be working with a large portfolio of managing agents, management companies, freeholders and landlords. We act for many industry leaders, who manage thousands of residential and commercial property blocks and units. Others own small portfolios or single properties. In each case we offer a complete service from initial instruction for debt recovery through to court proceedings, if required. We forge really strong relationships with our customers, who use us time and time again because we get the job done - efficiently and professionally, and with cost certainty.
We commit to commencing action the day you instruct us and because we know you value consistency and reliability, we agree with you in advance, in a Service Level Agreement, how we will work together. Our approach is to adopt a ‘customer care’ ethos and apply this to the processes and procedures we follow when working on your behalf. Our team considers that our service offering is summed up as ‘expertise with a personal touch’, via our value driven, results based culture.
You will have a single point of contact, backed up by our service and support teams. Our processes are fully transparent and communication is the key, with contact through customer portals, regular customer review meetings with dedicated customer managers who have the accountability and tenacity to deliver excellent results. We also use a sophisticated system of online real-time reporting and analytics so you can easily find out exactly where you are on each matter and when you are likely to recover your outstanding debts.
We will ensure that you have access to all the information and support you need whenever, and however you need it. There are the usual channels like phone, email and face-to-face meetings, as well as social media if that works for you.
Ultimately, you’ll care about results – and so do we. We are proud of our results with most cases being resolved by a single notice or letter before action. Defended cases, where the leaseholder disputes that payment isn’t valid, are handled by our team of commercial litigators. They’re experts in getting the cost-effective, commercially viable outcomes customers need, whether through negotiation, alternative dispute resolution or, as a last resort, court action.
Aside from recovering arrears, our service is designed to make property management easier. We deal with day-to-day issues around leases, sub-letting, deeds of covenant and notices. We’ll review the terms of your leases to make sure that you are protected and to reduce the risk of disputes arising. We’re also here when things turn sour, handling serious lease breaches and repossessions.
To complement our fully rounded service, we run leasehold law webinars and training throughout the year for customers who want to really get to grips with the practicalities of effective property management.
In September 2015 we ran our 3rd State of the Property Management Nation report which aimed to delve deep into the sector to gain a real understanding of the dynamics of the industry. Debbie Phillips, Head of Practice Area - Property Management, said: “The aim of the survey is to learn about the industry directly from those that work within it. With their help we have gained a better insight into the operation of the property management industry across a variety of areas."