Improving Property Management

Property management teams working to meet occupiers needs

In 2007 you said:

"Any standardised process for obtaining consent would be great, and reducing costs would also be great."

"The change in agents is starting to impact. They appear to be more responsive and quicker at getting things done."

"The change in agents has been a good thing. It's introduced more competition and led to improvements in service."

So we will be doing more to:

  • Manage our agents proactively, monitoring and assessing their performance against their Key Performance Indicators.
  • Communicate our property management performance to you more effectively.
  • Review managing agent procurement practices.

In 2005 you said:

"If they could work quicker, become more responsive and appreciative of our needs, then it would certainly have a positive influence on us."

I'd like to have closer contact with British Land over some aspects, like licences for alterations… I would like to be able to… deal with the real decision makers, rather than through their agents."

So we:

  • Reviewed our managing agents and consolidated those working with us from 19 to nine.
  • Set customer service related key performance indicators and contract terms for managing agents.
  • Fixed management fees for three years so that they were no longer tied to service charge expenditure.

40%

SATISFACTION WITH MANAGING AGENTS


Only 40% of occupiers were satisfied with managing agents' performance. Although this is up 5% on 2005, there is still significant room for improvement and we will be addressing this.
Meet our Retail Managing Agents

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