Property managers still failing tenants, claims BRC
Published: 16 September, 2010
Retailers report little improvement in the service they receive from landlords
The 2010 Occupier Satisfaction Survey, published today by the Property Industry Alliance and CoreNet Global, has been pounced on by tenants groups as evidence that landlords and their representatives are not reacting to their customers' needs,
The British Retail Consortium said that while improvements have been made by some landlords over the last 12 months, basic standards need to increase in key areas. The BRC highlights service charge management, sustainability and the consent process as areas where property owners and managers still need to sharpenup their act.
Less than five per cent of tenants feel their landlord’s service charge arrangements have improved compared with a year ago. Over three-quarters have challenged their service charge account during this period – a clear indication that transparency in this area is not being achieved.
And only three per cent of commercial tenants feel the process for obtaining landlord consent to make alterations to their property has got better.
Elizabeth Hinde, head of property at the BRC, said: “Some landlords are working hard to improve their relationships with retail tenants on some issues. One area of improvement identified is lease negotiations, though this is partly being driven by deteriorating market conditions. Others need to do a lot more.
“The results clearly indicate that greater consistency in basic property management is needed across the entire sector.
“Retailers are willing to work with their landlords to achieve improvements that will bring mutual benefits. And there are some simple steps landlords can take to bring immediate and long-lasting benefits. Improving communication and service charge transparency are two prime examples.”
