2023 Review
Introduction
For POD property management, 2023 wasn't just another year. It was a pivotal time filled with growth and expansion of our client base, with an escalated demand for our comprehensive estate and block management services especially from premier UK developers including Berkeley Homes, Mount Anvil, Countryside and British Land. Our portfolio boasts a number of unrivalled projects in and around London
Growing, one year at a time
In 2023, we ushered in 13 new client relationships and welcomed 68 new team members to the POD family.
Customer satisfaction? Check.
Acting as the beating heart of POD Management, our customers take centre stage. Their satisfaction isn't just a goal – it's a priority, spurring us on to proactively tackle any hurdles to deliver an exceptional service experience. 2023 was a milestone year where we enjoyed over 372,000 interactions with our residents, following a 25% increase in our customer base, and even better, they were over the moon with our unrivalled service!
Our customer service philosophy is straightforward: turn every customer interaction into a positive experience. Every call, email or message is met with the warm, swift and proficient support from our team. In fact, we address a whopping 90% of queries straight away, without the need to bring in a property manager (or Customer Relationship Manager as we call them). Our bespoke tracking systems, backed by our unified team, never miss a beat. We guarantee absolute reliability with response and issue resolution times checking in under seven and sixteen hours respectively.
Let's not forget the feather in our cap from 2023. Our customers, the rightful judges, awarded us a 91.2% happiness rating and an impressive 4.4 Trustpilot score, reflecting our unwavering commitment to consistent service excellence.
Safety first, always
Resident safety is non-negotiable for us. We're committed to making our buildings an epitome of safety and security. In 2023, our vigilance never wavered as we tackled 1,739 risks and carried out 78,564 preventative maintenance operations.
Reacting to recent fire safety legislation changes (off the back of the Grenfell tragedy), we've pioneered a transformation of the communication strategy and fire door inspection and management approach, rolling out an efficient digital system to track the compliance of the same. In 2023, this system enabled us to inspect an astonishing 14,000 fire doors alone!
The icing on the cake? A triumphant 90% score from an independent British Safety Council Occupational Health, and Safety Audit. A testament to our unyielding commitment to uphold the highest health and safety standards, laying clear proof that our approach is second to none.
More than just building management
We're the dedicated team ensuring the communal areas of a building are kept spick-and-span, safe, and functional round the clock. Our scope covers entrances, stairwells, hallways, corridors, down to windows, walls, carpets, gardens, and parking areas. But property management at POD isn't just brick and mortar; our portfolio also includes amenities like gyms, golf simulators, theatre rooms, private dining spaces, spa areas, and more! A fun mix, we'd concede, all under proficient POD management.
Responsible for all buildings' logistical affairs, we ensure essential services like water, heating, lighting, waste management work without hitches. We procure insurance, utilities, telecommunications and provide expertly trained onsite staff for the properties in our care.
Our obligation extends to handling every aspect of building management - from collecting service charges and ground rents to addressing maintenance issues and offering resident support. We keep a keen eye on day-to-day tasks, maintain a record of all operations, manage the building's financial health, and ensure lease term adherence by landlords and residents alike.
We're here to help!
Our team of property management experts are eager to cater to your needs. We offer our services to developers, investors, freeholders, and resident management companies (RMCs).
Interested in us taking care of your scheme, or need our team of experienced property professionals by your side? Give Pod property management a call on 0333 577 6656 today!