common management proposal - north ayrshire€¦ · common management proposal: montgomerie park...
TRANSCRIPT
Common Management Proposal:
Montgomerie Park
Irvine
22 April 2019
Produced by Paul McKee (Director)
Donald Ross Residential Factoring
Factor Registration Number: PF000770
Contents
1. About Donald Ross Factoring and Property Management
2. Why Donald Ross Residential?
3. Our Ethos and Customer Charter
4. Insurance
5. Proposed Costing for your Development – Including individual Site
Streamlining
6. Observations and Suggestions for your Development
7. Our Experience
8. Testimonials
About Donald Ross Factoring and Property Management
Established in Ayr in 1980 the business earned an outstanding reputation before being bought
out in 2005. We are now officially Ayrshire’s leading Sales, factoring & Letting agency, recently
winning National Awards for our client service.
Our region and the surrounding marketplace long craved a local common agent with the
capabilities to provide exceptional service, regular visits and affordability. As a result, we now
combine two decades of factoring experience with our leading brand to transform factoring
across Ayrshire. Brought to you by quality Ayrshire people, for Ayrshire people….
We believe that an efficient factor is a valuable member of the local community and we work
hard to pull people together and enhance your homes.
Jacqueline Miller – Managing Director, Donald Ross Residential
“We are focused on providing a level of service that is not currently available to
homeowners within factored property outside of the major cities. “
Paul McKee – Director, Donald Ross Factoring
“A factor should work for the owners and not the reverse. We are here to help you
manage your development and empower you, not dictate.”
Why Donald Ross Factoring and Property Management?
Donald Ross are tailored to manage property in Ayrshire and surrounding areas. We
are all about providing a local factoring service to our clients. As a result, we will visit
and inspect your property at least 12 times per annum. Property management cannot
be done from behind a desk and we believe it is important to let you know in advance
when we will be visiting.
Our High Ayrshire Street offices are local to the development. We believe it is
important to use trusted and skilled local contractors which helps reduce travel costs,
allows for a swift service and aids communication. All our contractors are fully vetted
and insured. We also welcome trade recommendations from owners.
Traditionally, poor communication is the main cause of frustration for property
owners. We endeavour to offer the quickest response time in the industry including
regular newsletters, resident’s meetings, client feedback sessions and site visits.
Personal care is the basis of good management.
Donald Ross is an established, respected and growing brand. As a trusted local agent,
we can demonstrate longevity, delivery of our principles and a highly professional
approach.
20 Years Factoring Industry experience across our Team
We are Ayrshire’s only fulltime common manager employing 6 dedicated staff
No fixed contract period – either side can end an agreement with three months’ notice
National Award-Winning Company (British Property Awards 2017 and 2019)
24 Hour Emergency Contact Number direct to your Property Manager
We would offer the development £500 towards improving the main show bed on
entry to the estate.
Award Winning Company
Donald Ross Residential were awarded the title of best Property Firm in
both Ayrshire and Scotland at the Independent British Property Awards
(2017). No other company offering factoring services in Scotland can
claim to have ever attained such an accolade.
Donald Ross Residential…. An award winning Local and National Brand.
Our Ethos and Customer Charter
• Customer Service. Every single person we deal with will receive a service from us that
is efficient, consistent, satisfying and pleasurable, one that helps them in some way
move closer to their own objective.
• Integrity. We allow our core values to guide us in every decision we make as we do
business knowing that respect, honesty, sincerity and fairness is the very least that our
customers expect form us and we expect from one another.
• Professionalism & Excellence We are experts and have specialist knowledge in our
field and are committed to the continuous development of our expertise and
knowledge.
• Perseverance. We persist in achieving every course of action we take in pursuit of a
successful outcome for our customers. No matter how difficult the task we are driven
by our commitment to be the very at what we do and provide an exceptional
experience for our customers.
• Great Attitude & Effectiveness We aim to achieve outstanding results combined with
a positive attitude to help us achieve better outcomes.
• Trustworthiness. We depend and rely upon each other as part of a team of dedicated
individuals who are interdependent. We trust and support each other to give
credibility to our purpose and confidence to our customers.
Insurance
Donald Ross will place Public Owners Liability for the development. This provides full
protection from third party claims. We place this coverage with NIG and being part of a POL
Master Policy, ensures the premium coverage is excellent.
We can provide a full copy of the policy wording if useful.
Examples from our Portfolio which includes new build developments, Grade A listed properties
and large landscaped housing estates.
Proposed Costing for your Development
Attached with this Proposal Pack is our breakdown of costs to maintain the
shared common areas of the development. We are fully aware of the
complications created by the original Title Deed and quote accordingly.
We would also like to propose a long-term plan to bring all parts of the
development under one local common manager with the infrastructure to
manage such a large development. As a result, we would offer the following
solution to the bureaucratic issue of two managers:
• We would combine your expenditure into one invoice, reducing overall
maintenance charges and only charge one management fee. Even for
those excluded sites, this would help streamline the whole process and
ensure all grounds and maintained to the suitably high standard expected
of the region. Professional Local Management for Local People.
• Donald Ross would also not claim a float on your own individual site
meaning you would receive a full refund from your Glasgow Factor. In
essence, get paid £200 to receive a centralised local service.
We would keen to talk to each section of the development on the above at
suitable times in future.
Observations
Beds and Shrubs across he development are in poor condition and not in fitting with the quality of
the development. We suggest an ongoing hoeing project, removal of weeds and cultivate the soil to
the best available standard. It is also apparent that several plants have died and need to be replaced.
The entrance to the development is rundown and attempts to turf over this planted section are
unsightly. Donald Ross would contribute £500 towards improving this area and making it appealing
for all residents and visitors entering the development.
We note that bolts are rusting around Park Railings Heavy Moss on hardstand areas
Show bed in park requires to be cultivated, edged and replanted. It looks poor and unkept.
Turf to be treated and fed to clear growth Small Trees Require removing – not staked properly
Coodham Estate in Symington and Arthurstone House – Grade A listed Estates Managed by DRF
Redburn Gate, Irvine Arranview Court, Irvine Glenford Place
Our Experience
Having worked in factoring for 15 years, Paul McKee (BA Hons) became disillusioned with
poor service levels and greed from many of the large Glasgow agents. As a result, we are now
offering the only fulltime and dedicated factoring service to Ayrshire homeowners within our
region.
We employ a team of five fulltime and specialist factoring staff who do not sell or rent
property. Donald Ross currently manage 64 developments across Ayrshire. We believe in
building our local communities and bringing people together.
We are also proud to employ an exceptional inhouse Accountant, Alex McLaren who worked
as a Forensic Specialist for 25 years. We take managing your money seriously.
Our Structure
Donald Ross Residential Factoring is overseen by Paul McKee, the Director of Factoring on an
exclusive basis. The Fellow Directors of the company are Jacqueline Miller and Fraser Stewart.
As a combined group, your property will always have a senior point of contact. We would be
delighted to arrange a cup of tea and chat in our office with you anytime.
Our brand employee 21 members of staff across our property specialisms and proud to
officially be Ayrshire’s leading property company. All our staff can assist our factoring clients
and our award-winning service means your call will not go unanswered or any messages
unreturned.
Accounting and Administration
We operate with a small team of experienced staff who are specifically charged with
producing accounts, taking payments and initiating debt recovery where required. They are
located across our three offices. We follow a strict but sensible Credit Control formula
understanding that people have different circumstances. We serve the development and
therefore must ensure that the account is financed correctly by all owners and relevant legal
processes would be followed when required. Please refer to our complete Credit Control
Processes available on our website for more information.
Repairs
Our front of house advisors are trained in daily property management which includes raising
repairs and assisting property owners via our bespoke software system. This is overseen daily
by our Senior Property Manager, Mark Morrison and his team.
Inspections and communication
All inspections and meetings are carried out by our property managers. A mobile number will
be supplied. We always let owners know in advance when we plan to visit and happy to
welcome any owners into our offices for a discussion and cup of tea.
Out or Hours Emergencies
Each of our owners has a direct contact number to their appointed manager in the event of
an emergency outside of working hours. No faceless call centres or contractors coming from
the cities. We do ask this unique service is not abused and used only in the event of
emergencies that cannot wait until working hours.
Meet Your Property Manager…
Mark Morrison is our Senior Property Manager and
will manage your development exclusively. He has
considerable experience within property
management. Brought up in Prestwick, Mark believes
it is essential to utilise skilled local contractors and
work within the Ayrshire community.
“The easiest thing to do is let people know what is
happening, update them and provide notice when I am
onsite. Factoring should not be difficult but
transparent and proactive.”
Have you Seen our TV Add?
Donald Ross are the only factor in Scotland to have advertised on
National TV. We work in partnership with STV. Have you seen
our advert recently featuring ‘Rosco’?
We are also proud to have an active presence on Social Media where owners
can leave feedback and assess our services. We do not fear client feedback,
we welcome it and delighted to have kept so many of our clients happy.
Again, this is a first within factoring as we continue to change the traditional
marketplace where owners have little or no trust.
https://www.facebook.com/DonaldRossFactoring/
Please feel free to follow us or leave us a
Investing in our Business
Donald Ross Factoring believe it is important to continually invest in staff and systems. As a
result, we are pleased to announce our partnership with CPL from Spring 2018. They
provide a bespoke factoring system called RPM which manages all
processes for common management. It will also allow for an online
portal where owners can make payments, check repair progress and
access invoice copies.
We are the only firm in Ayrshire to utilise this highly successful package. If you are not
moving forward, you might as well stand still.
Do Property Factors require to be registered?
The legal requirement within Scottish Factoring is to be registered with the Scottish
Government. They have the power to cease factoring activity, protect property owners and
ensure residents are represented coherently and fairly.
Our registration number is listed on all our paperwork.
You will note, Donald Ross have not been taken to the Tribunal for homeowner complaints:
https://www.housingandpropertychamber.scot/
Are Donald Ross Residential part of PMAS?
Donald Ross Residential are not part of the traditional PMAS body (Property Management
Association Scotland). This group is not regulated or possess any formal power and is chaired
each year by the traditional property factors themselves.
The Office of Fair Trading conducted and published a report in 2009 regarding Property
Management in Scotland. The report confirmed that although this organisation [PMAS]
claimed they encouraged its members to market and create a healthy competitive
marketplace for homeowners, absolutely no evidence was apparent to support this
happening.
We believe owners should be empowered and informed about their rights to change factor
and receive actual direct information about our services. We do not believe our needs or
those of our clients would be met by been part of such a group.
We contacted PMAS about their stance on the above but disappointingly received no
response on several occasions.
We are here to break the status quo for the benefit of owners across Ayrshire.
Did you Know?
Donald Ross now manage more flatted developments in central
Ayrshire than any other agent across Scotland. We are proud to be
the region’s leading factor, combining professionalism, affordability
and locality into a suitable package.
“When I started Donald Ross Residential Factoring, I did so to
put right the obvious and well documented failures of the
traditional managers. Being local and proactive, we can
deliver a service rather than simply collecting a fee.”
Paul McKee, Director Donald Ross Residential Factoring
Testimonials
Jim Manson (Chairperson, Castle Grange, Dundonald)
“Cannot speak highly enough of Donald Ross. They took over services from a local
letting and sales firm based in Prestwick and Troon, transformed our large
development, visit monthly and always available when we require them. Superb.”
Alan Lush (Glenford Place, Chairman)
“Donald Ross Residential took over common management from a large Glasgow
Factor. They have spent huge amounts of time helping us with inherited problems
and always available when required.”
Robin Finlay (Saltcoats Investor)
“Donald Ross are without a doubt the leading factoring option for any Ayrshire
property. I trust them with several of my investments and have never let me down.
They visit more than once a month and provide quality professional advice on long
term building care. They specialise in looking after high end modern property which
is exactly what I need…”
Howard Johnson (Owner, Prestwick)
“Donald Ross manage our landscaped development and we are extremely impressed
with the quality of communication, costing and regular visits. No comparison to the
poor service we had previously...”
Janet Gilmour (Chairperson, Millbrae Court)
“We are delighted by the service offered from Donald Ross, Mark our property
manager has been fantastic, the quality and speed of works completed is first class
and helped us build a committee and empower the owners.”
Stuart Jackson (Director, Milestone Homes)
Paul and his team manage several of my new build developments and I am delighted
by the communication and standard of contractors they provide. Would highly
recommend.
All References (and others) can be contacted on request
Contact Us:
Donald Ross Factoring and Property Management
106 John Finnie Street, Kilmarnock
Visit us on Facebook: Donald Ross Factoring and Property Management
Tel: 01563 55 00 88
Paul McKee, Director ([email protected])
Mark Morrison, Senior Property Manager ([email protected])
Fiona Hunter, Account Manager ([email protected])
Customer Support – [email protected]
Factor Registration Number: PF000770