Estate Management Strategy - Southwark Council Planning Pages

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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
7 Community Development7.1 EngagementThe community living and working in the immediate vicinity of the Estate, as well as the new community that will move in, will becritical to the long term success of the Development. It is essential that the community are engaged throughout the entiredevelopment process, and play a central role in the on‐going management of the Estate.In addition to on‐going engagement, there are some key considerations for Estate Management that will contribute to successfulcommunity development and integration.7.2 Local EmploymentThe management of the Estate will create a large number of jobs, including cleaners, concierge, management team members,and gardeners. Recruitment for these roles will be developed in a way that will aim to maximise potential employment of peopleliving locally to the site, and working with Lend Lease’s not‐for‐profit company BeOnsite seek opportunities for those who mayotherwise have barriers to employment.The EMC and PMCs will also work with relevant community bodies, and retail and business occupiers to support thedevelopment of employment opportunities within the development for local people.7.3 Community FacilitiesFacilities for the community at the Heygate Masterplan will form an integral part of the Development. The EMC and PMCs willwork closely with the organisations responsible for the management of any facilities to ensure cooperation in service delivery onissues such as security.7.4 Good Neighbour PolicyAll residents of the Estate, irrespective of tenure or landlord, will be expected to sign up to an agreed code of practice for livingat the development. This document will be referenced in leases and tenancy agreements and be included in marketing materialfor the development.7.5 Anti‐Social Behaviour PolicyThe principles set out in the Anti‐Social Behaviour Policy will lay out common standards for the delivery of effective anti‐socialbehaviour services across the Estate, the Plots and as part of tenancy and leasehold management. This policy will be updated atintervals to reflect best practice.Opportunities for the community (both resident in the Development, and living in close proximity) to participate in the upkeep ofspecific elements of the public realm will be explored, to foster a greater sense of ownership and pride. This could also includeactive participation in areas for food growing and management of productive planting in the public realm.The Heygate Masterplan Elephant and Castle Outline Planning Application March 2012 11
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Page 7 and 8: 2 Outline Principles2.1 VisionThe V
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Page 15 and 16: 9 SustainabilityThe success of the
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Page 21 and 22: Appendix 3Management AreasThe Heyga
Page 23 and 24: Appendix 4Services That Could be De
Page 25: Additional services which may be pr
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