subject: The Leasehold Property Management Sector Is Changing [print this page] There are now several really big players corporates in the market place. By using strong marketing, large advertising revenues, and by buying up more modest property managers the big players hold a big slice of overall market share.
Ask any leaseholder, or check relevant literature, and/or take even the briskest look at resident surveys and the story is the same: block managers have a generally poor perception. The issues are consistent: leaseholders lament poor responses especially around maintenance and tackling anti-social behaviour. Many lessees point out how they feel punished by those lessees who fail to pay their service charges and are frustrated by block management companies who show no desire to tackle persistent non-payers. Leaseholders are also often frustrated by what they perceive to be high insurance premiums.
In addition, leaseholders bemoan a kind of corporate facelessness with the big companies in the sense that they rarely get to meet a representative from their managing agent and that everything is done over the phone and from afar.
But the rallying cry from campaigners like Leasehold Life, Baroness Gardner (herself a leaseholder), The Truth About Solitaire, Leaseholder Knowledge Partnership and Leasehold Life is now having a positive effect on the sector. It seems leaseholders are finding a concerted and influential voice and as a result we are seeing a positive reaction from the property management sector. Lets look at recent developments:
leaseholder injustice is being championed in the Lords by Baroness Gardener
ARMA is promoting its new ARMA-Q initiative, a proposal to improve the performance of the sector through effective self-regulation
most of the sectors key journals and magazines feature highlights about how important good service is to leaseholders and
in March 2012 the London Assemblys Planning and Housing Committee produced Highly Charged a report into service charges in the capital. The report sets out the need for cultural change in the sector.
Its hard to remember such a coming together of key influencers in the leaseholder sector.
Is this all happening by coincidence? What are the forces at work which are pushing this new agenda? The author believes there are several factors at play. But a key issue must be the power of the internet and its ability to do two things: level the playing field and bring together disparate voices. Whatever the reasons this blogger welcomes the progress made and the intent of the sector to improve further. And hopes in a small way to contribute to the movement to improve customer service in the residential property management field.
