Q&A with Plymouth Block Management’s Managing Director Mark Christie
Congratulations on your recent success, finalist in the ‘Regional Property Management Company Of The Year category’ at the News on the Block 2022 awards and ‘Managing Agent of the Year (1,000 – 5,000 units)’ winners at the ARMA ACE 2022 awards. Let’s go back to the start, when and why did you decide to turn into block management?
Owned a large lettings agent in Plymouth call Property Links which I sold to Miller country wide, 2015 as I had been diagnosed with bladder cancer. The company had eight blocks under management which the new company did not want as part of the sale. So the two staff I had stayed on to manage these until I luckily recovered from the cancer.
Tell us a little about PBM’s journey - its origins, expansion and where its heading
The first year was a slow build up learning the business, albeit all involved had property experience, staff grow to three and the blocks grew to be fifteen in 2016, we had a small office in a business park which was one room.
This is when we started building the web page side of the business and advertising with the help of social media.
It was decided that the staff should get fully trained in the business, so we joined the governing body ARMA, which ensured that we had current standards to part of their organisation and the correct method of operating. This took until 2017 to achieve, then we ware invited to join after all their due diligence, from this intense learning brought new knowledge and confidence, but most of all the real ethos of transparency, this has most certainly set us apart from other managing agents within the Southwest of England.
Tell us a little about PBM’s journey - its origins, expansion and where its heading
The first year was a slow build up learning the business, albeit all involved had property experience, staff grow to three and the blocks grew to be fifteen in 2016, we had a small office in a business park which was one room.
This is when we started building the web page side of the business and advertising with the help of social media.
It was decided that the staff should get fully trained in the business, so we joined the governing body ARMA, which ensured that we had current standards to part of their organisation and the correct method of operating. This took until 2017 to achieve, then we ware invited to join after all their due diligence, from this intense learning brought new knowledge and confidence, but most of all the real ethos of transparency, this has most certainly set us apart from other managing agents within the Southwest of England.
Through our endeavours, ARMA selected us to be shortlisted and eventually winners of the Small business of the year in 2018, this just opened the flood gates and the company saw an increase in units by over 900 units a further Awards for medium and large managing agent have been forth coming, no other agent has ever achieved three winners awards in the three years the awards were held.
So from a eight block company to a 200 block company with eighteen staff in just seven years, consisting of a local portfolio to a national portfolio.
During your career what have been your most valuable lessons?
When you deal with clients remember that they are paying you wages, and when you say you will do something do it. And be always honest and transparent.
You must have seen many changes in the industry - which had the greatest impact and why?
Fire safety, is the biggest issue facing the agents today along with the cladding problem, the new housing act is very direct document but lacking in any form of explanation, and some would say common sense and vison.
Many managing agents Resident work with believe the industry has become more demanding. Is this your experience? Why do you think that is?
This is a very good statement, as it is true, the burden of responsibility on agents and the cost of having the right-minded people in place is becoming difficult to manage, someone wants to make the mind up is it safety they want, then this needs to be paid for.
In a recent interview Resident’s founder was asked “Some say the property manager is an engineer, lawyer, architect, economist, and a psychologist in one” Is this your experience?
We are expected to have knowledge of a electrician a surveyor and every thing else, why because people do not want to pay the rate for top end experts.
What does it take to be a successful managing agent and become award winning like PBM?
ARMA IRPM and ISO qualifications staff training, transparency, customer service, proper systems in place and security of records with a suitable system to rely on. Most of all a good team. And a good management system for consideration of staff needs.
In your opinion, how will block management evolve in the future?
I believe that all block management companies should be regulated as solicitors, if you do not wish to be leave, this goes a long way to making the industry honest. And would lose the cowboys.
What advice do you have for the new generation of managers?
Get qualified and learn your trade, have self-discipline and deal with the problems, and talk to your clients not just email. Make friends not enemies.
Always look smart, have a work ethic, and do what you say.
