Estate Management Strategy - Southwark Council Planning Pages

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5 Estate Management Facilities5.1 Central Estate Management OfficeAn on‐site central Estate Management Office will provide all residents with direct access to the range of services on offer fromthe EMC, PMCs and their partner bodies, including the Registered Provider’s Tenancy and Leasehold Management services andLend Lease’s after‐sales and defects teams. The office will be a focal point within the Development and act as the hub fromwhere all key activities and services flow.The central Estate Management Office will provide a shared front‐of‐house reception staffed by administrators who are paid forjointly by those organisations using this facility. Front‐of‐house will deal with all enquiries and channel them through to theappropriate teams, presenting a joined up service to all customers entering the building.The Developer’s Sales and Marketing team will not necessarily be located within the Estate Management Office. However, LendLease’s after‐sales and defects service will need to work out of this central Estate Management Office in order to provide aseamless after sales service to all residents.5.2 Storage and Cleaning SpaceThe Developer will ensure that space for storage of basic materials for cleaning and handyman repairs will be located in each Plotor ideally each building. In addition, provision will be made within each block for a welfare facility with hot and cold water supplyand slopping‐out sink and drainage to facilitate block cleaning.8The Heygate Masterplan Elephant and Castle Outline Planning Application March 2012
6 Estate Management Strategies6.1 Tenancy Management6.1.1 Sales, Marketing and Letting of PropertiesThe EMC will work with the Parties’ sales and letting teams to ensure that service delivery to the Heygate Masterplan presents anattractive marketing proposal and that all marketing material is accurate in its description of services.6.1.2 Phasing and OccupationThe EMC will organise the introduction of services in line with the phasing and occupation of the proposed Development.The phasing strategy will be reflected within the lease where certain services may not be operational from day one but will bephased‐in as units become occupied and staff and contractors are employed.6.1.3 Defect Management and After Sales ServicesA dedicated defect management team will operate on behalf of Lend Lease, the EMC, PMCs and RP(s). The team will be basedwithin the main Estate office and will be run by Lend Lease.6.2 Service Standards PerformanceIt is recognised that service standards will impact on sale values and let‐ability for both Lend Lease and the Tenant and willtherefore need to be maintained at an acceptable level to both parties. The EMC Board will set and monitor appropriate servicestandards.Relevant standards, benchmarking and Key Performance Indicators (KPIs) will be implemented. In setting service standards theEMC will consider use of the following industry standards:• Audit Commissions Key Lines of Enquiry (KLOEs) for service delivery.• Satisfaction surveys, Status Surveys ‐ National Housing Federation (NHF).• HCA and HouseMark performance data.• Procurement for London.• G15 benchmarking Group.6.3 Performance Management for Tenant‐Owned PropertiesThe delivery of Estate services to residents of RPs are monitored by the Tenant Services Authority and open to inspection fromthe Audit Commission. As a result, all services under the EMC and PMCs will need to meet the guidelines set out by these bodiesfor Registered Providers.6.4 Management Services• The EMC and PMCs will strive to deliver the most cost effective vehicle for the delivery of management services toleaseholders and retailers either by direct provision by the EMC, PMCs or by third parties.• Any service provider will be required to maintain a permanent site presence to ensure access to services remain localto residents.6.5 Plot Management ServicesThe PMC will deliver and manage all service to communal areas within the Plots. This will include all entrances, lobbies,corridors, stairwells, lifts, landings, bin stores, car parks and outdoor spaces within the Plot boundary.It is proposed that the Tenant will enter into a separate management agreement with an accredited affordable housing managerto provide tenancy, tenanted internal dwelling maintenance and leasehold management services to its tenants and leaseholders.6.6 Concierge ServicesThis service will be delivered from a central Estate Management Office providing a wide range of services to all residents.In addition, it is proposed that two further satellite concierge offices will be required on the Development for private occupiers.The Heygate Masterplan Elephant and Castle Outline Planning Application March 2012 9
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Page 7 and 8: 2 Outline Principles2.1 VisionThe V
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Page 21 and 22: Appendix 3Management AreasThe Heyga
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