Residential Case Study:
Ellenbrook Court
The Client
The Problem
Over a 3 year period the levels of service provided by the Managing Agent progressively deteriorated.
- Large service charge arrears had built up due to a combination of poor debt management by the Managing Agent and the reluctance of residents to pay for an extremely poor service
- Basic services were not being carried out:The grass was over a foot high having not been maintained for months
- The communal hallways and stairwells were full of leaves and litter as regular cleaning was not being undertaken
- The windows were not being cleaned
- Many of the lights in the stairwell had stopped working making it unsafe after dark
- Annual fire safety management services were not being undertaken
- Owners who had chosen to let their property found it increasingly difficult to get tenants due to the poor condition of the communal areas
Our Solution
In mid 2011 Casserly Property Management were asked by the residents of Ellenbrook Court to intervene in order to rescue an increasingly desperate situation.
Our first task was to reduce the service charge arrears in order to ensure it could provide high levels of service. We personally spoke to each resident listening and re-acting to their concerns. This pro-active approach resulted in service charge arrears being immediately reduced.
We also met with contractors who had previously undertaken works at the development. Some were retained whilst some were replaced. These measures have ensured that high levels of service are now a constant feature at Ellenbrook Court.
In less than 6 months Ellenbrook Court has been transformed into a pristine apartment block which the residents can now be proud to call their home. In addition, any apartments which become available to let are now not only tenanted quickly, but also achieve rents in excess of the local market value.
Casserly Property Management’s pro-active and personable approach has quickly built a trusting relationship with residents who now feel that their service charge represent value for money.
“ We put up with poor service for too long and are delighted with the change to Casserly Property Management”