Case Studies.

The Buildings We Manage

We at TCML treat every building as a long-term investment as well as a home. We provide personal care to every client, alongside advice and support to ensure all properties meet their full potential now and in the future. We make proactive, responsive and accountable decisions and go the extra mile to ensure customer satisfaction. We stop every situation quickly, implement solutions
to long standing problems and establish a forward-thinking process to ensure quality management for every building we manage.

The Hermitage.

Chester-Le-Street, Durham

A high-end building based in County Durham, managed by leaseholders with tenants who are clearly passionate about where they live. Before we were appointed as their managing agents, it turned out they were not receiving the level of service required.

Challenges:

Previous managing agent were incorrectly charging leaseholders

Did not comply with health and safety regulations

There was no line of communication for all complaints and general enquiries

What We Did:

We took hold on the reigns of the development and worked with everyone from top to bottom, including the directors, concierges and the maintenance staff.

We provided a professional approach carrying out all services, adhered to Health and Safety, arrangement of maintenance contracts, and most importantly visual building inspections.

We checked the maintenance services of the block and it’s now fulfilling its true potential with a group of happy and satisfied residents.

“A true leader with a great front-line customer focused service. Laura, Peter and the team are tremendous leaders in all aspects of their work, very approachable and forward thinking. Their experience makes him an ideal Block Manager with the ability communicate at all levels, priorities service excellence, integrity and affordability.”
The Hermitage

Wilton Castle.

Wilton, Redcar

Wilton Castle is an early 19th century mansion built on the site of a medieval castle, now converted into luxury residential apartments situated at Wilton, Redcar. It is a grade II listed building.

Challenges:

Previous Managing agent did not prioritise any line of communication

All call outs were ignored to issues in the internal and external communal areas

The garden and communal areas was untidy with no maintenance or level of care

Jeopardising all transparency and code of conduct legislation

What We Did:

We made sure no stone went unturned with every aspect of the building by running and adhering to all health & safety regulations.

Visited the property at a regular cycle going the extra mile with a high level of customer service across all maintenance issues requiring attention.

Operated to comply relevant standards and code of practice across an independent complaint’s procedure.

“I have had regular contact with an officer of TCML who, amongst other matters, carries responsibility for the Wilton Estate and in whom I have found that person to be totally reliable in the advice and assistance provided. Additionally, I know that this person is available always in cases of emergency. Overall, I have found TCML is a committed organization able and willing to provide a good service and I would have no hesitation in recommending them to any organization with similar issues as presented by the Wilton Castle Estate”
Mr. Tony Burnett
Director, Wilton Castle (Wilton) Management Company Limited

Hillsborough Court.

Mortimer Crescent, London

£1.2 million lower tier building badly run by a property management company with National reach. We were appointed to ensure a smooth hand over of responsibilities dealing several significant management issues that needed to be resolved.

Challenges:

There were serious issues throughout the building

Several outstanding calls/complaints left unanswered

Poor maintenance and cleaning standards

What We Did:

Dedicated focus to customer service with every aspect comprehensively dealt with

We created a plan working closely with the directors and the local MP to revitalize the atmosphere to the development and bring leaseholders back into the building

Over time, we created a presence and built back upthe trust within the local community and with the leaseholders

“I have found TCML are a refreshing change to all the management companies I have dealt with over the years, and credit to the team who are helpful, friendly and communicative always. More importantly they deal with any problems/ requests promptly and efficiently when required to do so.”
Hillsborough Court 

De Beauvoir Court.

Northchurch Road, London

A defected lease countered with a numerous of major issues with their existing agent. We were appointed to apprehend the situation very quickly and establish a forward-thinking process.

Challenges:

Over charged insurance and service charges and the residents didn’t feel they were clearly explained.

All maintenance works were neglected including the communal area, gardening and general cleaning of the block

Residents were frustrated by a poor service with no transparency

Previous agent was not receptive to all calls and emails leading to a complete mistrust in the management regime

What We Did:

First objective was to rebuild trust as we knew with that it would be impossible to make long term progress. We immediately changed the lease reduced the charges.

Provided high quality day to day responsibilities for the management of the property attending the building on frequent occasions.

Building a solidarity relationship with the management company and still managing expectations over 3 years today.

Modified the cleaning, communal and gardening areas.

“TCML have been managing our building for several years now. Their attention to detail and swiftness of action is exceptional. This combination with many years of experience has meant the building runs smoothly with a personal approach to management from Laura and her team.”
De Beauvoir Court

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