We had the pleasure of greeting a delegation of university researchers from Japan. They were over to research residential leasehold and had interest in how enfranchisement worked as well as the functioning of leasehold. We look forward to seeing the research document when it is published and we receive a copy, of course we will share the outcomes and their perspectives.
Since the last newsletter I have had the pleasure of being asked to be a judge on the Negotiator Awards and to all entrants we wish them the best of luck. We have held the judging day and it is fascinating the innovations and commitment that the operators in the residential sector bring to rental and leasehold property. There is clearly a change blowing through the industry with strong focus on customer service being a common theme. This is now central to manager’s ethos in managing their properties, well at least for most it is. Although as with any service whether customer’s expectations can be met or exceeded is a whole other matter.
I have said many times that service expectation is so subjective with how someone reacts or responds. What is acceptable to one person will be poor service to another. This is true in all arenas and you only have to have a cursory glance at on line social media to realise that people can have completely contrary reactions to the same places and service. TripAdvisor always amuses me. The same venue can be the worst place on the planet at the same time as being outstanding! There is a lovely example of one restaurant that actually used the one outrageously bad review as its marketing by saying come to the worst place for food according to only one person!
It is well known that there are issues in management service delivery and we know there are frustrations for leaseholders. That I suspect will never change in reality because as much as we educate and advise there are people who will always know best or not able to be reached. Another example will highlight what I mean. TUPE applies when there is a change of control/ownership and staff employed dedicated to that situation transfer to the new party. It comes from legislation and relates to employment transfer of undertakings. I once had a situation with a leaseholder who claimed TUPE should not apply to transferring their concierge because he had never heard of it and therefore it cannot apply!
So if we have varying measures and expectations will there ever be leasehold harmony? Well I sincerely hope so and I pray for a day when all elements are on the same side of the discussions and we all work together to reward those who are doing a good job. Marginalising the outliers and those not wanting to confirm or help the market place proceed on an upward spiral.
LEASE and Park Homes will keep improving its services and expanding its delivery to deliver its commitment in education and advisory services. What will be challenging is having everyone happy with the same things, although in reality no one would like that and it would make the world dull!
As we head toward winter, enjoy your autumn.
