Michelle Lewis, Director of Operations at The FirstPort Group.
In the world of property management, trust is not just a buzzword; it is the foundation upon which our relationships with customers and clients are built. Michelle Lewis explores how trustworthiness manifests in property management and how we must nurture it.
Being a knowledgeable voice
To earn the trust of our customers and clients, property managers must be authoritative and knowledgeable voices in the industry. In a leasehold setting, this means being familiar with a property’s lease, including insurance requirements, understanding the alterations process, and any conditions in place to protect the rights of all parties involved with the building.
Lease agreements can be complex and laden with legal jargon that might be overwhelming for many customers. It is our responsibility to ensure they fully understand their rights and responsibilities under the lease, and to provide complete transparency. This involves explaining everything in simple terms, leaving no room for misinterpretation.
Customers and clients need to have confidence that we understand every aspect of their property and can handle any situation that arises. This knowledge and competence, in turn, instills confidence in our ability to manage their home.
We must however acknowledge that not every person working in the property management industry has decades of experience under their belt. At FirstPort we foster a culture of learning and have robust on-boarding and in house training programmes, complemented by The Property Institute’s training and qualifications, that supports all levels.
In addition, we have a strong team of long-serving Regional Managers and senior managers to support our colleagues whether they are at the start of their property management career or experienced in their field, because it’s true what they say, we learn something new every day. Ours is a huge industry with many changes and challenges. We understand and respect that, and in response we constantly review how we can provide a consistent, quality service.
Education at the point of buying
Purchasing a property is a significant investment, and buyers need to be fully informed about what they are purchasing at the point of sale.
While it is the property manager’s job to interpret a lease once the leaseholder is in situ, it is the conveyancer’s responsibility to scrutinise the lease carefully before the property is purchased. This ensures the buyer is entering into a contract with their eyes wide open, making an informed decision.
We often encounter new customers who query or question aspects that should have been clarified at the point of sale, such as maintenance responsibilities or monthly charges associated with living in a communal development.
When a customer moves into a property, we provide a welcome brochure that explains how the leasehold model works and what a leaseholder is responsible for. Ideally, this information should serve as a reminder, not something they are learning about for the first time. An informed customer is an empowered customer, and working with empowered customers benefits all aspects of communal living, ensuring we can work in partnership with customers based on shared goals and understanding.
Being visible and present
Visibility is another crucial aspect of building trust. As property managers, we should be consistently present and accessible to our customers, whether in person during regular site visits or through prompt responses over the phone or via email. We have recently enhanced our online customer portal, a one-stop shop for our customers to engage with us digitally, something our customers increasingly request. This provides real-time alerts on issues and allows them to flag maintenance requests directly to their property manager, saving time and making the whole process more seamless.
Transparency on costs
Financial transparency is non-negotiable in property management. Homeowners need to know exactly what they are paying for and why. We work diligently to ensure all our costs are transparent, as unexpected expenses can quickly erode trust.
We recently contributed to The Property Institute’s Service Charge Index, a comprehensive review of service charge costs and pressures. This type of insight helps customers understand the broader context and how it relates to their own costs.
Putting ourselves in their shoes
The key to trust is empathy. For property managers, empathy means recognising that every decision we make affects someone’s home and life and considering how we would personally respond to each situation. When we approach our work from the customer’s perspective, we are better equipped to meet their needs and build trusting relationships.
Building trust in property management is a deliberate and ongoing effort. It requires a blend of knowledge, education, visibility, clarity, transparency, and empathy. By adopting this approach, we become more approachable and present to our customers, fostering stronger relationships and showcasing our professionalism.
FirstPort is the UK’s leading residential property services provider. With more than 40 years’ experience, we work with over 1,000 resident managed developments, helping RTM and RMC Directors meet their management and legal obligations, all while delivering a great service for residents too.
