Protecting a family legacy: Beth's story
Imagine inheriting a property with a history dating back to 1916, one that has been home to tenants since 1946. Rich in sentimental value, this property was Beth's legacy, a precious piece of her family's history.
However, with her father's passing, the responsibility of managing it fell squarely on her shoulders. What followed was a tumultuous journey through mismanagement, emergencies, and a search for the right property partner.
In this blog, we'll delve into Beth's story and the invaluable lessons it holds for rental owners.
The Inherited Responsibility
Beth's journey with this historic property began at a challenging time - the heart of the COVID-19 pandemic.
The property had been under the care of another agency for over two decades, and what should have been a straightforward responsibility became a relentless struggle.
Property reviews were neglected, the property had deteriorated significantly, and emergency repairs became a regular occurrence. The residents were less than ideal, and issues, both major and minor, seemed to plague the property without respite.
Beth's frustrations extended to the previous agency's approach to maintenance. A reactive over proactive approach to maintenance just wasn't working.
The agency's quotes for necessary repairs were through the roof, and Beth, being hundreds of miles away and unable to visit the property, was largely in the dark about its condition.
"The final straw was when I was lying in bed about to be hospitalised..."
The breaking point came when an emergency struck. Water began pouring into one of the flats, and despite being extremely ill and on the verge of hospitalisation, Beth had to grapple with the agency's failure to address the issue promptly.
Beth knew something had to change, not just for her own experience, but for her residents too.
Discovery of Paramount
What first caught Beth's attention about Paramount was the promise of a 24-hour emergency service. Sceptical but intrigued, she decided to explore further.
It wasn't until a late-night emergency that Beth experienced what it truly felt like to have Paramount by her side.
"I was always promised that there would be a human voice over the phone."
A ground-floor resident reported a break-in with shattered windows just days after signing with us. Beth reached out to Paramount's out-of-hours service, and within minutes, someone was on their way to secure the property.
Beth left her interaction with fully resolved financial issues left behind by the previous agency, a comprehensive maintenance plan and peace of mind, knowing her legacy was in the right hands.
"I feel with Paramount, there is genuine care; they even give me advice that isn't always financially in their best interest."
Our success is not solely financial gains; we find huge success in being an expert guide for our owners and giving them the tools and support to improve their experience.
"It is a bespoke service at every level, and they will do whatever they can to make the process of managing these flats easier."
Beth's journey was important for us and upon reflection, her story leaves several valuable lessons that we feel are worth sharing.
- 24/7 Emergency Support: The importance of having a property management partner that provides round-the-clock emergency assistance. Emergencies don't adhere to convenient hours, and having a reliable response system in place is crucial.
- Immediate and Human Response: Prompt and human response to emergencies stood out for Beth. Owners and residents need to know that they can reach a real person, especially during stressful situations.
- Resident Satisfaction: Happy residents stay longer, benefiting our owners financially. Our focus on resident well-being, as evidenced by the handling of the late-night break-in, ensured a safer and more comfortable living environment.
- Unwavering Support: A property management partner should offer extensive support beyond the basics.
- Communication Is Key: For owners who don't live near their properties, like Beth, having a reliable agency with a focus on communication is essential.
- Transparency and Integrity: Honesty and integrity, especially in situations that may not directly benefit us. Transparency and trust are essential in any relationship.
We take pride in what we do, from every action to every conversation. We're proud to say we were able to transform Beth's journey from frustration and helplessness to confidence and satisfaction that her family's legacy was well looked after.
Her story is a testament to owners wanting to improve their resident's experience and aren't afraid to make a change.
As you may begin to consider your property management needs, Beth's story is a valuable lesson: the right property partner can make all the difference.