Property management services
Working with occupiers to provide space and business services to support their needs
We employ a team of Asset Managers who work either within the retail or office portfolios. Each Asset Manager is tasked with improving the performance of the properties under their control, through the introduction of building or service enhancements.
Responsibility for daily property management across the portfolio is assigned to a small number of managing agents. Wherever it is feasible, we also appoint site management at each property to provide a more responsive service. We actively monitor and manage the performance of our managing agents and site management.
Key account programme
In 2006, following feedback from occupiers we identified 85 particularly important customer relationships and established a Key Account Programme. Our senior management was assigned responsibility for these key relationships. Find out more about how they built relationships with occupiers, to understand their changing business needs and support them more effectively.
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.
Our Service Commitment
Our Service Commitment sets out the key objectives and standards that we expect our staff and suppliers to exceed in the provision of services to our occupiers.
Real Service
We support Real Service , a benchmarking group dedicated to helping the real estate industry improve customer service and generate improved performance.