Residential Manager - Marylebone, London
About the role
The Residential Management department delivers a property management service to aportfolio of rental properties owned by the Howard de Walden Estate, varying in size fromstudio flats to large period townhouses. The service is in accordance with the RICS Code ofPractice, current legislation, and the standard operating procedures of the company.There are four portfolios that comprise the Companys property assets. The ResidentialManager will manager a portfolio of properties in conjunction with the portfolios AssetManager, Commercial Portfolio Manager and Facilities Manager, managing thecustomer/tenant relationships, move ins/outs, coordinating services, repairs and statutorycompliance. In some properties, if not mixed use, this role will have managementresponsibility for the whole building. Additionally, the Residential Manager will devise andoversee small refurbishments with accountability for budgets and gross to net performance.
What you will do
Tenant Management
- Manage customers/tenants through the life-cycle of their tenancy following hand-off fromthe Lettings department: check-in process, conduct meet and greet, day to daymanagement, ownership of documentation relating to vacation (Section 8, whereapplicable), check-out and dilapidations process
- Ensure provision of compliance documents to tenant (Gas CP12s, Smoke Detectors,Electrical Testing Certification, EPCs)
- Carry out property inspections, manage any issues and record property conditions onProperty Management database
- Deliver best-in-class service to customers, measurable by externally conducted, annualcustomer satisfaction surveys
Operations Management
- Day to day management of a property portfolio including: reactive maintenance, plannedmaintenance, health and safety management, refurbishment management, negotiationsfor disrepair claims, reduction of void periods & arrears management
- Coordinate the process of works/refurbishment with contractors during voids andconstantly seek to improve void turnaround times to protect revenue and complete pretenancy checks prior to new tenancy commencement
- Work with internal and external stakeholders, in line with HdWEs sustainability objectives,to improve efficiency and work towards removal of gas from all properties by 2040
- Review and ensure invoices are correctly allocated and authorised accordingly withindefined timescales along with inspecting a percentage of works to ensure they have beensatisfactorily completed
- Approve work orders and payables
- Liaise with colleagues in the Lettings and Renewals departments to ensure renewals areactioned in a timely manner, assist in chasing renewal documentation and ensure diarymanagement is completed to meet legislation
- Liaise with Lettings and Renewals departments on void properties and deliver refurbished/ refreshed void properties to tight timescales
- Liaise with the Finance department to manage arrears and diary management ofrenewals and new lets
- Maintain property management databases, including MRI & D365
- Work with the Projects department for any PPM works or other works that may impacttenants in the same or neighbouring buildings and liaise and communicate with alltenants before and during the works
- Any other duties as and when required
Financial/KPI Reporting
- Prepare monthly, quarterly and annual financial reports
- Update & analysis of annual budgets and contribute to five year forecast exercise
- Work with the Director of Property Management to provide and deliver performance andstrategic input to portfolio management, providing property knowledge and general advisewhen required
What you will need
- At least two years experience working in the residential property industry as an AssuredShorthold Tenancy Property Manager or relevant/comparable experience in residentialproperty industry
- Educated to A Level or equivalent
- IRPM qualification or ARLA preferred
- Knowledge and understanding of Renters Rights Act 2026, Selective Licencing,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-functionalteam and with members of the organisation outside of the Residential department
- Excellent listening, written and oral communication skills. Ability to make persuasivearguments; reflect the appropriate sense of urgency; and, determine the appropriatebusiness partners to resolve problems and share information
What we offer you
- 25 days holiday per year, plus statutory holidays and 3 discretionary days to cover theChristmas office closure
- Private medical insurance with Bupa
- Defined contribution pension scheme with 12.5% employer contributions
- Discretionary bonus
- Life assurance at 7x salary
- Group Income Protection Scheme
- Interest free season ticket loan
- Employee Assistance Programme (EAP) and wellbeing app
- Cycle to work scheme
- Onsite gym with 7 weekly classes and 2 Wattbikes
- Regular staff socials and an annual company away day
- Free fruit and breakfast cereals
- Hybrid working arrangements 155 days in the office per year with minimum of 2 days (notfixed) per week in the office
- Enhanced maternity, paternity and shared parental leave policies (12-month qualifyingperiod)
- Volunteering opportunities aligned with the HdWE Community Investment Programme