Senior Residential Property Manager

About the role:

The Residential Management department delivers a property management service to a portfolio of rental properties owned by the Howard de Walden Estate (HdWE), comprising c850 units from studio flats to large period townhouses.  The service is in accordance with the RICS Code of Practice, current legislation, and the standard operating procedures of HdWE. 

The Senior Residential Manager will lead the Residential Management team across the four portfolios that comprise HdWE’s property assets, working closely with the Asset Managers (AM), Commercial Portfolio Managers (CPM) & Facilities Managers (FM) to deliver the corporate and strategic objectives.

This role will also be responsible for managing a portfolio of properties in conjunction with the AM’s, CPM’s and FM’s comprising managing the customer/tenant relationships, move ins/outs, coordinating services, repairs and statutory compliance.  In multi-use properties, management responsibility will be for the whole building. Additionally, devising and overseeing agreed refurbishments with accountability for budgets and gross to net income performance. For more information on this part of the role, refer to the Residential Manager’s JD.

Working closely with the Director of Property Management and Head of Facilities Management, the Senior Residential Manager will be responsible for oversight and ensuring completion of all portfolios’ budgeting, PPM’s, refurbishments, lettings, arrears and general management responsibilities. They will be the departmental direct line reporting for approving expenses, annual leave, absences, annual performance reviews and day-to-day matters.  The role will also deliver some training and development to new and current staff.

What you will do: 

Occupier Management

• Be the first escalation point for any tenant or contractor concerns or complaints. Where necessary liaising with the Director of Property Management.
• Oversight of the customers/tenants through the life-cycle of their AST/TA.
• Oversight of the provision of compliance documents to tenant (Gas CP12s, Smoke Detectors, Electrical Testing Certification, EPCs).
• Ensure all property inspections take place across the portfolios and that the department manage any issues and record property conditions on the Property Management database.
• Work to continually improve HdWE’s best-in-class service to customers, measurable by external, annual customer satisfaction surveys and direct feedback.

Operations Management

• Lead the department in all operation management tasks and decisions, reviewing where efficiencies can be delivered. Maintain records for H&S, FRA, voids, arrears, insurance claims, ESG initiatives and projects.
• Ensure that the department are liaising with colleagues in the Residential Lettings department to ensure renewals are actioned in a timely manner, assist in chasing renewal documentation and ensure diary management is completed to meet legislation and follow up with the department as necessary.
• Using the Arrears Dashboard, keep abreast of the department’s arrears and chase team members for agreed actions as necessary whilst working closely with the Finance department to manage arrears and diary management of renewals and new lets.
• Ensure the department maintain property management databases, including MRI & D365.
• Ensure the department works efficiently and with the wider HdWE departments and are using the systems efficiently. Seek to introduce practical and time saving efficiencies and policies whenever possible.
• Any other duties as and when required.

Financial/KPI Reporting

• Prepare monthly, quarterly and annual financial reports for the four portfolios when requested by the Director of Property Management or by the business.
• Coordinate the update & analysis of annual budgets and contribute to the five year forecast exercise.
• Work with the Director of Property Management to provide and deliver performance and strategic input to portfolio management, providing property knowledge and general advice when required.

All of the above to be in accordance with the RICS Code of Practice, current legislation and the standard operating procedures of the company.

What you will need:

• At least three years’ experience working in the residential property industry as an Assured Shorthold Tenancy Property Manager or relevant/comparable experience in residential property industry.
• Educated to A Level or equivalent.
• IRPM qualification or ARLA preferred.
• Knowledge and understanding of Housing/Rent Acts Legislation including S.20 works.
• Knowledge and previous experience of Residential Property Repair and Construction.
• Health and Safety legislation knowledge and understanding.
• Excellent customer service skills.
• Proficiency in Microsoft Office suite packages and Real Estate software packages.
• Strong management and organisational skills.
• Ability to develop and maintain relationships with other members of the cross-functional team and with members of the organisation outside of the Residential department.
• Excellent listening, written and oral communication skills. Ability to make persuasive arguments; reflect the appropriate sense of urgency; and, determine the appropriate business partners to resolve problems and share information.