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RealService Best Practice Group press release - Occupiers endorse BPF-backed initiative to drive customer service excellence

18 April 2011

Occupiers groups are today calling on more landlords and managing agents to throw their weight behind a BPF-backed initiative that aims to raise standards of customer service in property management.

The Property Managers Association (PMA) and CoreNet Global UK are urging owners and managers across the property industry to get involved in the RealService Best Practice Index (BPI), the annual results of which are published today.

The British Property Federation-backed BPI is the lead initiative of the RealService Best Practice Group (RSBPG), a not for profit benchmarking and best practice group of 21 leading UK property owners and managers.

The BPI measures participants’ compliance with the RealService Best Practice Framework, a plain English document that sets out how best practice in property management is defined and measured in six key areas.

The 2010 Framework was produced for the first time with direct input from occupier organisations PMA and CoreNet Global UK, both of which are now also represented on the RSBPG’s Steering Group.

The new BPI Framework puts greater emphasis on areas felt most important to occupiers – notably environmental issues, building insurances, reducing occupier costs, rental policies and working in communication and partnership.

Thirteen RSBPG member organisations submitted evidence for the 2010 BPI, of which more than half achieved above the significant 70% Best Practice Index score.

John Gray, PMA’s service charge representative, played an important role in devising the new BPI Framework. He says: “I have been really impressed by the energy, discipline and commitment that RSBPG members put into the assessment process. I strongly urge more landlords and managers across our industry to get involved. The BPI is helping to drive service charge value for money, transparency and service charge code compliance, which the PMA welcomes.”

Alan Carswell, Director Real Estate, Stanley Black & Decker, represented CoreNet Global UK in the BPI Framework discussions. He says: “The BPI has universal applicability and is an exemplar for others. I have been impressed by how seriously RSBPG members take the BPI process and how the results are used to drive continuous improvement within their organisations. Having benchmarks that are accepted, clearly understood and continually stretching for the leaders is important if the supply side of the industry is to improve. The key challenge that remains is to spread this best practice across the industry as a whole and not just to leave this to the leaders.”

Liz Peace, Chief Executive of the British Property Federation says: “This initiative is an excellent example of property owners and managers working in collaboration with occupiers to improve customer service in the property industry. The BPI demonstrates to the outside world that the property industry is responsible, forward-thinking and customer-focused and does not rest on its laurels. The BPF congratulates the RealService Best Practice Group for spearheading the drive for self improvement within our industry.”

RSBPG Chairman Paul Harding (International Director Professional Services, DTZ) says: “As a result of the changes made to the BPI Framework, the 2010 Index is even more relevant to the customers that we serve. This year’s Index has been more stretching; more occupier focused and more demanding in terms of evidence requirements”

For more information please contact:
Louise Freethy
Tel: 0203 393 9603
Email: louise.freethy@real-service.co.uk
Paul Harding
Tel: 020 3296 3722
Email: paul.harding@dtz.com

Information for Editors

Founded in 2004, the RSBPG’s mission is to improve customer service to occupiers through benchmarking and the sharing of best practice, and in so doing gain a better understanding of the link between improved customer service and performance. The RealService Best Practice Framework was first introduced in 2004, updated in 2007 and again in 2010.

The new framework is divided into six headings, known as ‘building blocks’: Service Strategy; Customer Solutions; People and Leadership; Supply Chain and Client Management; Operations; and Measurement. These are underpinned by 25 individual ‘criteria’.

The organisations that took part in the 2010 BPI are: Ashville Properties/Stow Securities, British Land, Broadgate Estates, CityWest Homes, DTZ, Gatwick Airport, GVA, Highcross, Land Securities, Mag Developments, Mainstay, Marchday and PRUPIM.

www.rsbpg.com

 

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