Estate Management Strategy - Southwark Council Planning Pages

These concierge will channel enquires to the EMC central Estate Management Office as appropriate and in addition will provideenhanced concierge services to the private residents which will be funded through an additional service charges to thoseresidents.6.7 ProcurementThe EMC and PMCs will procure any necessary contracts across the whole Estate and will establish a procurement protocol toensure that services are procured fairly and in full appreciation of the overriding management principles and will include:• Procurement and Contract Strategy• Selection and Procurement best practice• Tender process and Award• Contract Management• Continuous Improvement• Sustainable Procurement• Sign off requirementsThe EMC and PMCs will ensure that all services are tendered on a cyclical basis and regular market testing of value for moneyensures the highest standard of service delivery.6.8 ServicingA Servicing Management Plan (SMP) will be developed for each phase prior to occupation to ensure the effective operation ofservicing and deliveries. The extent to which the EMC and PMCs will play a part in this plan will be determined in parallel witheach SMP.6.9 AccessibilityThe strategy is for customer care to be primarily achieved through the delivery of services from the Estate Management Office,with accessibility to services by the way of telephone and internet in addition to face to face contact. The location of the EstateManagement Office is yet to be determined, but will be accessible to all. Lend Lease’s experience elsewhere suggests that a largepercentage of residents will use the telephone/email as the primary means of contact.The EMC office will be staffed at appropriate times during the phased development of the project and will be reviewed on aregular basis to ensure high standards of service are maintained. Outside of these hours emergency issues would be coveredthrough tendered services to a specialist contractor or through directly employed EMC staff. This will be reviewed and openingtimes agreed in consultation with residents once a full EMC board has been established.10The Heygate Masterplan Elephant and Castle Outline Planning Application March 2012