Optimising Service Charge and Community Engagement with Propman

Problem 

Grosvenor Waterside had long relied on a third-party managing agent to handle their complex service charge process. However, they wanted to enhance their service charge process by gaining full control over their financial accounts, increasing financial visibility, and accessing real-time data for internal reporting.

They sought a solution that aligned with their values of being personable and accessible to clients. With the aim to offer a more transparent, responsive, and efficient service, Grosvenor Waterside aspired to strengthen relationships with their leaseholders and continue to build a more engaged, thriving community.  

Process

Recognising the complexity of their service charge setup, the team understood that choosing the right provider was crucial for their success. They needed a solution that could not only handle these intricacies but also align with their operational goals. Following a comprehensive market review and in-depth discussions with the Grosvenor Systems team, they confidently selected Propman as the optimal solution to streamline and manage their service charge processes efficiently. 

Grosvenor Waterside are a smaller team with tight deadlines, so a focused and efficient implementation was key. The project required extensive data collection, preparation of import documents, and carefully tailoring the Propman system to their complex service charge setups.  

The implementation was completed in just four months—two months ahead of schedule—thanks to the support and initiative of the Grosvenor System’s Client Services team. Kat worked closely with Natasha Fura, our Business Analyst who understood the project's demands and commitment to meeting deadlines, which was instrumental to its success. As Kat noted, “Natasha is amazing." Natasha guided Grosvenor Waterside through this process, providing help every step of the way and solving any problems that they came across.  

Solution 

Propman is now an integral part of Grosvenor Waterside's' daily operations. The team uses it to manage service charge processes, raise jobs, process invoices, and complete internal reporting seamlessly.  

The platform has also strengthened Grosvenor Waterside’s connection with their leaseholders. Thanks to Propman's quick access to service charge data, when leaseholders contact them with queries, the Grosvenor Waterside team can now quickly and easily provide the necessary information.  

This enhanced accessibility has not only improved credit control and reduced outstanding service charges but also created a more positive experience for both Grosvenor Waterside and their leaseholders. For Grosvenor Waterside, it means smoother cash flow management and fewer delays, while leaseholders benefit from faster, more transparent responses, fostering trust and stronger relationships within the community.  

Now their communication is done automatically within Propman instead of manually by the Grosvenor Waterside team, a massive time saver for them, especially with such a complex service charge set up. The time saving really comes into its own when it comes to finalising the accounts for the month—"even raising the service charge demands is super quick; with just one click of the mouse, I have them all sent,” says Kat. Propman’s read-only access for solicitors and accountants has minimised the need for extensive communication, leading to faster, more efficient collaboration and allowing the team to concentrate on strategic tasks.  

Grosvenor Waterside continues to receive support from the Grosvenor System’s Account Management and Client Services team. Kat notes that responses are efficient and timely, and she always feels supported by the Grosvenor team.  

Conclusion

The implementation of Propman at Grosvenor Waterside has been a game-changer, transforming their service charge management into a streamlined, efficient, and transparent process. By taking control of their financial accounts and improving communication with leaseholders, Grosvenor Waterside has strengthened relationships and enhanced their operational efficiency.  

The successful collaboration with Grosvenor Systems, particularly the invaluable support from Natasha and our client services team, ensured a smooth transition that exceeded expectations. Today, Propman is an indispensable tool in Grosvenor Waterside's toolkit, enabling them to provide a higher level of service to their residents while aligning with their company values. 

I'm ready to to see how Propman can transform my daily operations!