Managing agents
In 2006, following feedback from occupiers, we implemented changes to manage the performance of our managing agents more effectively to improve customer service
We reviewed the services offered by our managing agents and consolidated those working with us from 19 to nine. We have since been working closely with these managing agents to generate greater consistency and quality of service across our portfolio.
We also fixed management fees for three years for all properties so that they were no longer tied to service charge expenditure and established new contract terms for our managing agents. These terms incorporated the key standards set out in Our Service Commitment to occupiers.
We have now established operating Key Performance Indicators for managing agents which are reviewed quarterly. These include:
- Service charge management: Service charge information provided to occupiers on time, including the annual reconciled statement, the mid-year forecast of expected costs and the annual budget, as well as year end service charge expenditure delivered within two per cent of budget.
- Responsiveness to occupier requests: Occupier application requests for full information handled within five working days and approval for licences then completed within 15 working days. All occupiers contacted on at least a quarterly basis, with feedback provided to British Land.
- Health and safety and site management: All incidents logged and reported, and data for regulatory requirements maintained on the E-Risk system, namely health and safety, fire safety, asbestos registers and environmental monitoring. Property well maintained and kept clean.
In 2007 we carried out further research with occupiers. We are currently reviewing this feedback with a view to further improve customer service.
The managing agents we use are:
Offices
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London Offices | Broadgate: Mark Evans MEvans@broadgateestates.co.uk Regent’s Place: Mike Dawson MDawson@broadgateestates.co.uk |
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Liverpool Offices | Paul Jolley paul.jolley@cbre.com |
Shopping Parks
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South England and Wales | John Albany-Ward jalbany-ward@mkaml.co.uk |
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North England & Wales | Matthew Whiteley MWhiteley@savills.com |
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Scotland (Unit Trusts) | David Brown David.Brown@Montagu-Evans.co.uk |
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Scotland, Ireland and Teesside | Andrew Walker andrew.walker@collierscre.co.uk |
Shopping Centres
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Meadowhall (Sheffield) | Ian Middleton Ian.middleton@sypl.co.uk |
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Eastgate (Basildon) | John Albany-Ward jalbany-ward@mkaml.co.uk |
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Peacocks (Woking) | John Paul Jackson JPJackson@churstonheard.co.uk |
Other retail and leisure properties
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Andrew Walker andrew.walker@collierscre.co.uk |
Industrial
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James Rigby james.rigby@vinepropertymanagement.com |
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Andrew Walker andrew.walker@collierscre.co.uk |
If you have any comments on the managing agents we use or wish to discuss our use of managing agents please contact us
In 2005 our occupiers said...
“Managing agents are there to provide a service... for us, how your property looks and is managed is crucial.”
In 2007 our occupiers said...
“The change in agents is starting to impact. They appear to be more responsive and quicker at getting things done.”
“The change in agents has been a good thing. It's introduced more competition and led to improvements in service.”