31st March 2021
Mixture of private, housing association and commercial units
PBM Property Management has been selected to take over the management of a 967 unit development in London. The development, OneSE8, is a mix of private, housing association and commercial units.
The Resident Management Committee (RMC) were looking for a fully accredited and high performing Managing Agent to take over from the previous firm. A company that could use their expertise, knowledge and experience to deliver an outstanding service to customers.
The tender process was thorough and involved interviewing several managing agents that were then whittled down through a series of stages and qualifying questions. The most important factors were to find a company that could work with their onsite team, improve resident communications and provide regular transparent operational/financial reports to the Board so they can make decisions more effectively.
After a highly competitive and lengthy tendering process through a specialised procurement company, the board selected PBM as their agent of choice for OneSE8 based on the responses given and first hand customer testimonials.
Since taking over the development in January, PBM’s main priorities have been to provide support and further training to the front of house team, site/estate management team and improve customer first impressions. The plan over the next few months is to launch an improved dedicated customer portal, work on resident community engagement and get some long outstanding maintenance projects under way.
PBM, to stay COVID compliant, has also been holding regular community engagement sessions with Residents over Zoom. These open surgery, 15 minute appointments, allows PBM to introduce itself but more importantly it gives the Residents the opportunity to raise any issues or queries and get an immediate response and action plan to address it. To date, we have held 64 resident appointments across 25 sessions with follow up FAQs and resolutions provided.
“OneSE8 is a great business win for us, but more importantly it’s a great new relationship with an RMC that are dedicated to creating a desirable place to live for their residents” said Jess Parmar, Chief Operations Officer at PBM. “The site team are a great support and are excited to come on the journey with us to improve the OneSE8 customer experience.”
“We are thankful for this opportunity and look forward to rolling up our sleeves and getting stuck in to building a long-lasting partnership with the RMC and the residents at OneSE8,” she added.
“Following a thorough balanced scorecard selection process, which included a review of our developments existing service level agreements and then turning them into questions for the final shortlisted applicants; all very neatly and professionally facilitated with the help of Procurato our appointed procurement company; we are delighted to have appointed PBM as our new Managing Agent for the OneSE8 development,” commented Peter Hoeben, Director at OneSE8RMC.
“As fellow Leaseholders, our shared RMC objective is always to ensure we are obtaining transparency and value for money from service charges. By selecting PBM, based on their ethics, systems, responses and cost, we believe we arrived at the very best outcome for all leaseholders as well as residents. With PBM’s continued professional expertise, conviction and attention to the details, we look forward to a long working relationship and to making our development one of the most well run and desirable places to live,” he added.