Communications Services

• It is reasonable to assume that a communications programme would include the gathering and management of owner contact details – coordinating the establishment of a residents committee and board liaison, and a programme of information through service reports, annual newsletters on estate information, occasional notices/circulars (when relevant) and the delivery of a comprehensive property management report annually at the AGM. However, a lot more is provided within this service heading.
• In Multi-Unit management numerous matters can arise which are outside the role of the managing agent. The resource needed to deal with such matters is a challenge. To explain and circumvent issues that do not correctly fall within the remit of the agent is an enormous service requirement on a day-to-day basis as the level of individual owners’ letters, emails and call enquiry is extensive. As much as 50% of these communications are generally in respect of matters outside of the direct responsibility and remit of the managing agent. Nevertheless, they must be responded to.
• Taking and logging such communications and their response management is undertaken by ODPM in an effort to ensure a proffessional approach.
• An inordinate number of queries can arise, mostly to do with 'snagging' issues which maybe should have been dealt with by others prior to purchase or in the period immediately afterwards. Callers seek assistance and want their questions answered. Some callers wish to complain and share their story which unfortunately is not always exchanged in a reasonable manner. Endurance levels can be tested when confronted with a consumer whose manner is aggressive and hostile because of the perception that the agent is somehow and mistakenly associated with the problem. Given the low level of consumer awareness, the scenario can be fraught with difficulty.
• However, ODPM apply significant resources into this area of our service and we believe clients appreciate the extra benefit we provide through this approach.

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