OneSE8, london

PBM were appointed to manage OneSE8 in January 2021. The tender process that led to our successful engagement focussed on demonstrating that we shared the same passion and vision as the RMC to provide a new kind of property management service, where things are hassle-free and clearly explained. Where we take care of the pennies and use our experience (plus some whizzy bits of technology) to work smartly.

It’s our job to protect the long-term value of the buildings we manage and create happy homes for the people who live there. And we take great pride in doing it right.

Developing the Onsite Team

To ensure OneSE8 had the required dedicated attention, a designated Property Manager, based in the local area, was assigned to the development. This immediately highlighted discrepancies in the existing staffing model, and through careful management, the site team were re-trained, and the Head Concierge promoted to Resident Relations Manager and the role of the Assistant Development Manager transitioned to Facilities Manager to meet the needs of the site.

This new role gave the site team more autonomy over the development to ensure any urgent work or resident disputes were dealt with on the ground without the need for a time-consuming escalation process. This resulted in resident concerns being dealt with in a timely and effective manner.

Resident and Community Engagement

With the onsite team in place, the Property Manager introduced scheduled morning, afternoon and evening weekly drop-in sessions’ open-surgeries’ to allow residents flexibility to discuss any observations or concerns relating to OneSE8. The Property Manager and Estate Manager made themselves available throughout the week to meet with residents and to handle the day to day operations of the development.

Focus was also placed on building a community ethos which is an integral part of our property management model. Doing this during lockdown was a challenge, however we arranged a socially distanced welcome event, a virtual welcome event with online games and a health & safety friendly easter egg hunt. In focusing on this we were able to build relationships with residents and leaseholders that helped us resolve queries quickly due to a better understanding of all stakeholder positions.

To streamline communication, we introduced a simple ‘we’re currently working on’ monthly newsletter placed on noticeboards. In the meanwhile, we transitioned the pre-existing communication platform, which was mainly used for parcels and key holding only, into a fully functioning communication tool, ‘PBM-lounge’, which we launched in June at OneSE8. PBM lounge, delivered via the Engage MRI platform, provides residents with real-time information, handy ‘how to guides’, interactive services for parcel, keys and leisure facilities and allows two-way communication via a ticketing system (delivered by FixFlo) and push out notifications from the site team.

A survey was conducted in January 2021 and then again in August 2021, which enabled us to listen to resident feedback and implement the necessary actions to make OneSE8 a desirable place to live. As a result, the NPS score improved by 38 points in just a few months.

What do customers say about us?

Dear Sirs

I am one of the RMC Directors of the OneSE8 Resident Management Company in London.

pbm completed successfully for the management contract for our estate of apartments and commercial units, starting on 1 January 2021, a tender review which was overseen by Procurato. They took over at a very difficult time and faced considerable problems in transferring management effectively from the previous agents.

I and my colleagues on the Board have been delighted with the service which we have received from pbm. The team set about organising a substantial maintenance review and provided a long-term maintenance plan for us to consider and adopt in a very short space of time. They quickly got on top of the urgent maintenance issues which had not been addressed.

pbm have implemented the pbm-Lounge approach to considerable effect, providing a responsive and robust communication platform. The property management team are regularly on-site to deal with issues as they arise, and they carefully support and direct the concierge and estate management team to great effect. The result is that we have seen a dramatic improvement in the management of our estate.

Directors receive weekly bulletins regarding the scheme and a monthly update is provided to all residents and leaseholders. The team at pbm provide a full service to the Board to ensure that we can operate effectively and have introduced us to a new way of working using an RMC code of conduct.

pbm also organise informal residents’ meetings and are trying to develop a genuine community at OneSE8.

All in all, we are delighted with the service that we receive, and I would be happy to follow up on any particular queries if you wish to do so.

M.M. – Resident Management Company Director