Commercial property and asset management

Many of our clients instruct us as their external asset manager on a discretionary or non-discretionary basis. We are able to drive performance by identifying and delivering added value initiatives such as:

• Rent reviews
• Lease renewals and lease restructuring/re-gears
• Change of use
• Refurbishment and redevelopment
• Branding, marketing and leasing strategies
• Tenant engagement
• Energy performance uprating
• Managing and mitigating empty rates

At Carter Jonas, we understand that income return is a key function of property investment, and we therefore take rent collection extremely seriously. We are well versed in rent collection procedures, including instructing solicitors and/or bailiffs if the situation demands it.

In appointing Carter Jonas to manage their commercial property and collect a service charge, clients have the peace of mind that their properties are being well maintained, meeting current legislative requirements, and that their responsibilities as property owners are being carried out. We are fully aware of, and compliant with, the RICS Code of Practice – Service Charges in Commercial Property. Clients also benefit from the following valuable services, performed by our experienced management team:

• Advance budgeting and accurate expenditure control, with responsive adjustments if necessary.
• Reconciliation of end-of-year expenditure, followed by the preparation of audited reports and accounts – reconciliations are completed within four months of the year-end.
• Identifying and budgeting for planned preventative maintenance to avoid disrepair. We work closely with our building consultancy team to ensure that accurate figures are included within the annual budgets we prepare.
• Competitive re-tendering of maintenance contracts in order that all plant and equipment is serviced regularly and at best value.
• Ensuring the most cost-effective utility tariffs and energy providers are used, documenting usage for the requirements of the CRC Energy Efficiency Scheme where necessary.
• Liaising with the tenant and resolving any queries and disputes quickly and effectively.
• Legislative compliance relating to: the asbestos register, IEE electrical testing, health and safety assessments, fire safety certificates and weekly alarm tests, accessibility audits, engineering maintenance and insurance, Legionella testing and chlorination.
• Arranging all risk assessments, and compiling and monitoring action plans.
• A helpdesk service for reactive maintenance and emergencies, using approved contractors.

We carry out detailed property management inspections on a periodic basis, as agreed with our clients. Following each inspection, we provide an Annual Inspection Report. This report is used as a basis for discussions with the tenant regarding any works required at the property to comply with the occupational lease, with the aim of carrying out the work at the tenant’s convenience.

We provide a comprehensive treasury management service, which covers all aspects of property management accounting, including accurate record maintenance, effective collection of service charges, and regular bespoke financial reporting – all carried out with the client’s treasury requirements in mind.

All leases are examined to ensure that the amounts collected are in accordance with the service charge provisions within each of the occupational leases. Approximately one month prior to each due date, we will submit a service charge raising request to the property manager, detailing the service charge and other disbursements that are due. These reports are then verified by the property manager.

Acting as agent for the client, we will produce invoices on headed notepaper and, where applicable, we will state the client’s VAT registration number. A remittance slip will indicate how the payment should be made.

We have a dedicated credit control team that works hand-in-hand with the surveying team to ensure that a considered approach is taken to debt collection. We would look to employ bailiffs or solicitors to recover debts, should our usual technique not be successful. Of course, such instructions would only be given on our client’s express authority. Regular arrears lists will be issued as part of our reporting structure.

We have a block policy for our clients’ properties and this is currently placed through our brokers Willis Towers Watson. It is an all-risks bespoke property and policy. Through this policy we are able to offer our clients more comprehensive insurance cover at competitive rates.

We appoint a dedicated Client Account Manager to manage every client relationship, and that person is either a partner or an associate within Carter Jonas. The successful management of properties relies upon a good level of communication between the client, the agency and the tenant, and therefore we recommend regular client management meetings.

Our reporting pack includes:

• Current tenancy schedule
• Lease renewal/rent review schedule
• Service charge budget
• Periodic client financial report, including all income and expenditure

We maintain an effective, fully integrated database that assists in the general running of the properties and financial accounting. The software we use is TRAMPS, a market leader in property management accounting. All reports can be converted automatically into Microsoft Excel to allow further manipulation, if needed.

All of our abstraction, analysis and inputting is carried out by professional surveyors and is checked at least twice before the information goes live on the system.

We operate a helpdesk to ensure that there are never any delays in communication. The helpdesk will either deal directly with the following matters or nominate a team member to do so:

• All property information requests and enquiries
• Requests for landlord’s consent
• Reactive response to repair and maintenance issues
• Dealing with building insurance claims
• Receiving and logging legal documentation

The helpdesk enables fluid communication between all parties and means that issues are dealt with quickly and efficiently. It is structured so that any email request is circulated among all team members, ensuring an efficient response. All helpdesk queries are recorded on our helpdesk log, and this is reviewed weekly by the account manager to ensure that all queries have been resolved in a timely manner.