Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group  PfP are “one of the largest property management, development and regeneration companies in the UK”.  PfP own or manage over 144,000 homes and have assets of more than £3billion  PfP are: ◦ PfP Homes (social rent) ◦ PfP Leisure (leisure centres) ◦ Touchstone (private market rent) ◦ RMG Ltd (leasehold and freehold site management) ◦ Financial Services, Green Services, Individual Support, Cotman, Castle Rock Edinvar, Neighbourhoods ◦ and more...

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group  9,300 properties  15 full time members of staff, across 10 regions  Over 260 different sites (and leases)  Tenure types o RTB, RTA, RTO, Rent to Homebuy o 100% leasehold o Shared ownership o DIYSO – leasehold and freehold o Improved or developed for sale o Leasehold Schemes for the Elderly, Shared Ownership for over 55s

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group More specifically, we focused on,  Creating a business mind-set  Service charges – costs to be fully funded  A review of management and admin charges  A review of our contractual obligations

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group  “Services – and terms of payment – according to the lease”  “A commercial approach”  “What’s the business benefit of this?”

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group  Increased charges for RTB/RTA customers  Reviewed our minimum charge against the costs incurred in providing minimal services  Reviewed fees for individual and non-site management services, such as providing copies of documents

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group  Service charge estimates  Auditing of accounts  Customer involvement approaches  Community safety service  Complaints handling  Unacceptable Behaviours and Actions  Information provision

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group  Staff with product knowledge – who know what they are talking about  Customer service training for all staff  A reduction in services with questionable value  Simplicity of information provision and accounting style  A focus on scheme management and contractor performance  A reduction in ‘negative engagements’

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group  Private Sector Services, leasehold and freehold site management  Public Sector Services, for example - Housing Options Services for Westminster City Council  Around 57,000 homes under management  Took on the Places for People portfolio of 6,600 units from 1 April 2014  National organisation, and a Swansea satellite office!

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group Developer/Freeholder/ Investment Company Lessees Residents Management Company

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group  IT systems  Site visit tablets and record keeping  Site information with regards to service contracts  Leasehold training by ARMA and membership of IRPM  Specialist support teams  Budget devoted to leasehold and freehold management – no competing needs

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group  Analysis of the lease to assess what services to provide and how to apportion costs  A clarity on what is demised or not  Systemic opportunities to add income  A higher level of understanding of costs  The importance of client retention

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group  Regular customer meetings  Excellent product knowledge of staff  Reducing the service charge, if possible  Health and safety specialists  Contractor performance challenged  RMG Living, for DIY services  Client reports

Excellence Value & Develop Staff Integrity Innovation Teamwork Accountability Part of the Places for People Group Andy Rose Project Manager RMG Ltd