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Three core skills to look for in property managers
A s with any service, when choosing a property management company there are various components to consider. Cost is usually at the top of the list, but this is very closely followed by an excellent level of service. However, when delivering excellence, property managers can often overthink and overcomplicate things when, in fact, it can be whittled down to a handful of personal attributes. Most challenges faced by modern-day property managers can be overcome by using just three vital skills: compassion, common sense and communication. So, when choosing the property management company for you, make sure you put these three attributes at the top of your list. an investment property, it can be upsetting and frustrating when things outside of your control go wrong. These feelings only escalate when it becomes difficult to resolve issues and you find yourself chasing people who do not understand the impact it is having on you. When reporting an issue in the first place, the last thing you want is for someone to behave like a scripted robot. It’s both far more helpful and humane if your property manager really listens and sympathises with your situation. If your lift breaks down and you’re a parent with a young child or children, the impact of this is far worse that someone who doesn’t have a pushchair to lug up several flights of stairs. Under more severe circumstances, where re-housing Compassion Whether it’s your home or
should be quite clear from the outset by how they deal with you, how quickly they respond, their transparency over service charges and whether they eliminate any confusing jargon from any conversations, letters or contracts. Communication is demonstrated in three ways: how often they get in touch; how quickly and efficiently they get the right people on the job when something goes wrong; and how they keep the customer updated. It is paramount in a crisis, such as the gas explosion, but it is also vital for day-to-day management that the channels of communication are kept open. By being transparent and communicating from the outset, complaints can be minimised. Town and City property managers make it a priority to respond to any queries on the same day, even if it is to advise when it will be dealt with in full, which makes lessees feel valued and listened to. Property managers should have the ability to tailor their approach, whether they are lessees living in the property, freeholders or developers who have made an investment, all have differing outlooks and agendas. In summary, look for a property manager that displays compassion and understanding, demonstrates common sense and has excellent communication skills to get the best service you can in managing your property. Make sure you select one that can demonstrate these three vital skills! Peter Bigge is managing director at Town & City Management Ltd
frustrating to a lessee or resident than hearing the answer, “It’s against our policy…” or words to that effect. To someone who may already be agitated, this just looks like a company being unhelpful for the sake of it. Allowing common sense decisions to be made will create a smoother delivery of service. There are also times where a company must act only on common sense, as a scenario might arise that the company handbooks can’t prepare them for. Town and City had an instance where one resident was refusing to move their belongings from a communal hallway. This was causing an obstruction, but more importantly, it was also posing a fire risk for all residents. Whilst the situation could have continued until a resolution was found, the only common sense thing to do was get the items moved and ask the resident where they would like them to be relocated to. Anything else would have been irresponsible and could have put lives in danger. look out for the 3 Cs, advises Peter Bigge When it comes to choosing your property management company
might be required, compassion must also extend to our furry friends. This is exactly what happened with one of Town and City’s clients in 2019, when, following a gas explosion, the whole front wall was blown off of a property in Washington, Tyne and Wear. Town and City was not only able to get all residents rehoused on the day of the incident, but also more than 20 pets! Compassion is also relevant when it comes to costs. Service charges can be expensive and for some people, repair costs can be unaffordable when something unexpected happens. This is why property management companies need to demonstrate compassion and aim to set up fair payment plans when these events occur. Common sense When finding the best possible solution to an issue, it’s not just about property management experience and knowledge. Almost all scenarios call for old-fashioned common sense. Rather than stay fixed to a set of rigid internal processes, property managers should take a logical approach to problem- solving. There is nothing more
Communication Finally, you should expect
good communication. A lack of communication is usually the root cause of bad service. When you are looking for a property management company, their standard of communication
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