Keren joined the Alexandre Boyes block & estate management team back in 2015 and has 22 years’ industry experience, is a member of the Institute of Residential Property Management (IRPM), an Associate Member of The Royal Institution of Chartered Surveyors (RICS) and holds a Level 4 qualification in Build to Rent. In this interview Keren talks about her career and gives us her personal insight into the industry.
1, Tell us a little about your career journey – where did it start, why block management?
I started in block & estate management in 2001 working for a local company. It came about through a friend who was already working for the company who were looking for a part time admin person. The company merged with a larger company and the opportunity to be more involved arose. Block management was not a conscious career choice in the beginning but found I really liked the fact that no two days were the same and loved the variety the job role offers. I developed my role eventually handling all the leasehold pre-sale enquiries and progressing to head of that department.
I moved into day to day block & estate management in 2009 and since then I’ve managed a wide range of different developments for freeholders and resident management companies. Eight years ago I joined the Alexandre Boyes team. Moving from a more corporate company to a smaller independent managing agent has given me the opportunity to develop individual client relationships, many of which are still clients today.
2, During your career what have been your most valuable lessons?
The first lesson is know the fundamentals. Dealing with leasehold (pre-sales) enquiries has been invaluable to understanding the requirements and processes within this sector, understanding leasehold and freehold responsibilities, and gave me a solid background to develop my career. Secondly, knowing that no two days are the same and all developments are different is key to dealing with day to day issues. It gives you a wealth of knowledge and experience to draw on. Thirdly, ensuring you take the time to build relationships with your clients is key to doing the best job you can.
3, You must have seen many changes in the block & estate management industry – which had the greatest impact and why?
There have been many changes since 2001 but changes to the fire regulations have had the greatest impact in terms of safety, compliance, accountability, time spent, and helping clients understand why it is all necessary and the potential cost implications.
4, What is on the horizon for the industry in 2023 and beyond?
2023 will see the continued implementation of the Fire Safety regulation changes including quarterly and annual door inspections, bringing associated costs into budgets, and managing compliance Section 20 major works projects. Property managers will be working more closely with local councils and fire brigades to ensure buildings are compliant. LPE1 forms have already been updated to incorporate queries in respect of fire safety and cladding, and we are likely to see more consequential changes. Non-compliance is not an option anymore and some managing agents will be forced to make tough commercial decisions on who they work with.
We will also see more about damp issues highlighted in the news and press last year. Key to managing this is to have up to date Planned Maintenance Programmes, realistic budgeting, building up reserve funds to spread the cost of maintenance and upkeep.
Smart buildings and the continued development of automated technology systems to enhance the efficiency, operability, safety, and comfort of buildings. A few years ago EVC charging points were only talked about in the same sentence as new builds, but now this is regularly discussed at AGMs and budget meetings.
5, Many industry leaders believe that block & estate management has become more demanding. Is this your experience? Why do you think that is?
It has definitely become more demanding. In my experience people have more access to information about property management, regulations, and leasehold rights. This is a good thing but the industry is complex. It is underpinned by a vast amount of legislation, leases written in archaic language, there is governance, it interacts with so many experts for instance lawyers, chartered surveyors, chartered and forensic accountants, specialist insurance companies and brokers, fire risk assessors, specialist contractors. Developments within the industry, enhanced compliance, and the pandemic, have all increased the demand on property managers.
6, Some say a property manager is an engineer, lawyer, architect, economist, and a psychologist in one. Is this your experience?
This is my experience and what in a way I enjoy about property management. As I’ve said before no two days are the same and being able to accommodate a variety of skills and draw on experience benefits the client. Knowing our scope of expertise is also key, and when to call on the services of experts in those specialist fields that overlap property management.
7, Did the pandemic impact the industry?
The pandemic had a big impact on the industry. We saw a large increase in the volume of e-mails and maintenance issues that simply could not be dealt with due to the lockdown. Working from home was hard at times for property managers, feeling isolated and not having the interaction and support from colleagues on a daily basis. Thank goodness for zoom!
8, In 2022 you became an associate member of RICS, how important are professional memberships in this industry?
Professional memberships are vital to the industry. Members are required to have regular training and keep annual logs of professional development. It raises the bar on expectations, standards, compliance, transparency which is so important to me. It gives the clients I work with that extra peace of mind.
9, Alexandre Boyes is regulated by RICS which means a greater level of compliance, but regulation is not mandatory for managing agents?
All managing agents should be regulated in my opinion and it should be made mandatory. We deal with new clients on a regular basis and it amazes me that they have been with agents that are not regulated. With all the changes in regulations over the years I cannot see how a non-regulated agent can provide a professional and comprehensive service. The consequences are far reaching and perhaps underestimated.
I could do a whole interview on this but I will give you one important example…client money. Not all managing agents are required to protect client money. Now that worries me. What happens in the event that client money is mishandled? Alexandre Boyes are regulated by RICS so this is mandatory and this year we will be audited by RICS to ensure that we are compliant with their client money handling code of practice.
10, What advice do you have for the new generation of property managers?
Ensure you take all the relevant training offered. Take advice from more experienced colleagues, listen to the experts you meet, take time to meet people especially your clients and build relationships.
Posted January 2023
