Our managing agents
Our managing agents scored 92% on average against our customer-focused key performance indicators, an improvement on 67% last year*.
We monitored our managing agents’ performance on a quarterly basis, publishing results on our corporate website and sending email updates to our occupiers.
43% of our customers independently surveyed in 2009 rated satisfaction with our managing agents as good or excellent, an improvement on 40% in 2007. We will be working with our managing agents and occupiers to improve performance further.
Our managing agents scored an average of 97% against our service charge measures, issuing nearly all budgets, forecasts and year-end certified statements on time, as well as delivering service charges within budget at most properties. Next year, we will monitor their compliance with our Service Charge Procurement Policy.
They achieved 97% compliance with our two Licence for Alteration indicators, responding to 97% of requests within five days, and writing letter licences or instructing solicitors within five days of receipt of full information.
They also completed 89% of health and safety actions on time at our properties. Next year, we will be targeting our managing agents to score a minimum of 90% across our managed portfolio.
* Managing agent scores are for the 2008 calendar year
