September Spotlight
POD Management discuss our September Updates.
As we say goodbye to September, Autumn has suddenly fallen upon us. Here, we discuss what’s been going on at POD Management over Q3 so far. Don’t forget to subscribe here to receive our monthly updates and find out what we’re up to, plus our thoughts on the latest industry topics.
Industry Insight
Communication in Property Management
Have you seen our recent blog on technology and the changing face of communications in the property management sector? At POD Management, were witnessing a transformation in how we communicate with residents and stakeholders, thanks to innovations like client portals and phone apps. This shift not only enhances efficiency but also ensures a more responsive, transparent service.
Our two-layered communication process ensures that no matter how residents choose to contact us, we have systems in place to direct enquiries to the right team member immediately. Our bespoke customer relationship management system, POD Desk, also enables us to see how each query across our portfolio is being handled, as well as track and report response times, document and record all customer interactions, and obtain real time feedback on any queries raised.
It’s so important to us that we deliver outstanding resident communication. Here, we discuss how we’re streamlining our processes to work smarter and improve customer satisfaction, all whilst maintaining employee wellbeing - shaping the industry for the better!
Response and Resolution Times
With the above in mind, response times are important, but so are resolution times. Within the property management industry, there is often a focus on the initial response times. However, how the query is handled and resolved speaks volumes about a property management company. Residents want to feel acknowledged and to know that a solution is possible, resulting in higher customer satisfaction.
At POD Management, we pride ourselves on our tracked response times. With over 400,000 customer interactions in the last year, our response times are under 6 hours (and under 1 hour if we have an on-site team in place). Due to the diligent work of our staff, our resolution rate is also 90% within 19 hours. This is unrivalled in the industry.
We want our customers to experience exceptional service and feel completely supported. This is reflected in our all-time happiness rating of 92%, our many 5*?Trustpilot reviews and overall score of 4.3 stars.
TUPE Talk
Transfer of Undertakings (Protection of Employment)
If you read last month’s newsletter, you’ll know that we have been officially appointed as the new managing agents for Highbury Stadium Square, Arsenal FC’s former training ground! Following this news, we had a few questions in regard to the ‘TUPE handover’ and what this entails.
In simple terms, when a new management company takes over the management of an existing building, a TUPE handover has to be carried out. TUPE stands for Transfer of Undertakings (Protection of Employment) and applies where a business transfer, or a service provision change, takes place in order to protect the existing employees. Key elements include:
领英推荐
At POD Management, Gracia Horwitz, our wonderful Head of Talent, is always there to support the process on the day of handover, alongside our mobilisation and operation teams to ensure the smooth running of the transition. We’re extremely grateful to have such a dedicated team who all strive to deliver great property management from the get-go of every project!
Shining the Spotlight
Clarendon Herb Garden
We love to shine the spotlight on the fantastic things our staff are doing to enrich the lives of residents! Andrew Wadl, our Estate Director at Clarendon, has taken the initiative to create a wonderful herb garden at the development. This project was born from his own creativity and passion – we think it’s such a brilliant idea and love nothing more than seeing POD passion grow and flourish!
By growing herbs, residents at Clarendon can enjoy fresh, organic produce straight from the garden, reducing waste and making it more economical than buying from the supermarket. Herbs are not only wonderful additions in cooking, teas, and even cocktails, but they also create vibrant foliage and flowers which attract pollinators. This helps our environment thrive, cultivates sustainability, improves the overall attraction of the property and of course, encourages community.
A huge thank you to Andrew and the team at Clarendon for helping to bring this idea to life!
Keep in Touch
Join Our Talented Team
Could you be the next to join the POD Management team? If you are passionate about property management, a keen team player, innovative and forward thinking, we may have the perfect career opportunity for you! We have job openings in our head office and across the buildings we manage, available now – why not take a look and become a part of our growing company?
For more information, head over to our website and visit the careers page. We look forward to hearing from you!
The POD Blog
If you’re interested to know more about the latest insights and news from POD, take a look at our blog page on our website for more information on exceptional property management. Simply click here.
Want to Know More About Our Award-Winning Services?
POD Management are all about understanding your property management needs to help you reach your goals! If you are looking for an expert to assist in the smooth running of your property development, our team can help you today. For more information on our award-winning services, get in touch: