- An essential element of ODPM's Property Management service is communication.
- When working with other people’s property and money regular reporting and communication between everyone involved in the service charge chain is essential.
- ODPM provide a comprehensive programme of communication to each client site.
- ODPM's Programme of Communications encourage and promote good working relationships and the owners have a complete awareness and understanding of the provision, relevance, cost and quality of services they can expect.
Read more about our communication polices and procedures
Communication polices and procedures
- Clear communication structures are agree with our clients from the outset
- A clear communications structure providing the names of the property manager, account manager, relevant support and the director in charge is provided to each client (also include the names of on-site staff (if applicable) and their roles and responsibilities).
- Communication and consultation is timely and regular
- Our client meetings are held quarterly
- Detailed financial and operational reports are circulated quarterly
- Communication is continuous to cover work planning, implementation and review
- All reasonable enquiries are dealt with promptly and efficiently
- Feedback from clients on the performance management standards and service delivery is invited
- All our reports contain standard information about how the property is managed and the aims of our management team
- It is our duty to identify quarterly whether there are unforeseen variances and notify accordingly
- Significant variances in actual year-on-year costs against budget are not likely to occur but if exceptional situations arise we notify the client immediately within the current service charge year
- If substantial works are planned, summary details of the results of tenders and the process gone through will be communicated together with full information on the programme of works, costs and the process to be adopted for keeping occupiers informed
Transparency
- In ODPM we consider transparency to be a vital key to improving communication
- By being transparent both in the accounts and the explanatory reports disputes are avoided
- Prompt notification of variances to plans or forecasts ensures better relationships
We adopt a cost code structure so that we can facilitate easy comparison to other building service charges. It should be borne in mind that all properties are bespoke and there will be differences in operating costs by adopting this cost cost code structure our clients and property managers can compare costs effectiveness more easily
All service charge payments are kept in a separately identified account in each clients own name and any interest earned is easily identified as credited to the client in full.
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