FirstPort is one of the leading property management services businesses in the UK. They started as a specialist in retirement housing more than 30 years ago but have grown to embrace functions such as security systems, telecare and telehealth, insurance services and general residential property management. There are three divisions to the group – FirstPort Retirement, FirstPort Property Management and FirstPort Building Technologies – as well as Kingsborough, an insurance services business. Their headquarters are in New Milton, Hampshire and they have offices in London, Luton, Birmingham, Lymington and Glasgow with a combined employee total of more than 3,500 people.
FirstPort is one of the leading providers of residential property management services in the UK. This case study details how, through vigilant working practices, personal working relationships and constant attention to detail, our partnership with FirstPort has grown exponentially.
We began working with FirstPort in 2010 undertaking Health and Safety and Fire Risk Assessments and we currently undertake over 300 combined risk assessment annually.
All services are provided by a dedicated responsive team who work solely with FirstPort. Our team comprises highly competent health and safety and fire safety experts with backgrounds in enforcement and consultancy. Many of our consultants are trained, qualified and accredited across more than one risk discipline.
Our approach to delivering services is based upon:
- Exceeding client expectations where possible.
- By ensuring customer care remains at the forefront of all client interactions.
- By holding bi-monthly internal review meetings with the team, to ensure all activity is assessed, ideas on improvements proposed and site visit findings discussed.
The following service delivery standards are now in place:
- Site visits to be arranged within 3 working days of acceptance of new business.
- Reports to be completed and issued within 10 working days.
- 24 – 7 hour support
Streamlined the monitoring and reporting process to target resources based on risk.
- Avoided unnecessary compliance i.e. identifying ‘over the top advice’.
- Combined visit disciplines to reduce cost and time by 50% e.g. undertaking combined fire and health and safety risk assessments.
- Negotiated with enforcement bodies to minimise formal enforcement, e.g. fire officer in relation to the adequacy of the means of escape within a purpose built property.
- Introduced a new compliance management platform (Qcompliance).
- Rolled out new report generating software using iPads for consultants to produce reports more efficiently.
- Developed report formats which fed data into the client’s own action management databases.
- Presented health, safety and fire workshops at the client’s annual property management conferences.