When an infestation of pharaoh ants was discovered in one of our properties, we reacted fast to stop it spreading. Every flat was tested and baited within 36 hours. Advice letters were hand-delivered the same day. And our local handyman was trained to know what to do if they ever came back again.
When riots broke out across England in the summer of 2011, some of our residents in Brindley Place, Birmingham, were naturally worried. We doubled the security the day they started and installed police panic alarms.
Our first experience of Hatton Park was going to an AGM when the property management services were run by another agent. Sixty unhappy residents turned up to complain. Two years later, after we’d taken over, we went back to another AGM. This time there were no residents.
When a ground floor resident in one of our properties found a wasp nest, she poured petrol into the cavity wall and set it on fire. It destroyed the wasps. Unfortunately, it destroyed the roof as well. Our roofing contractors were there the same day to keep it watertight and do the repairs.
A resident in one of our properties dropped his false teeth between the lift and the void. Fortunately he had a spare pair. Next time our engineer came he retrieved them, thoroughly cleaned them and passed them back.
Stories like this show how much our people care, and go out of their way to look after the needs of our residents.
To keep service levels high and costs as low as possible, we maintain a pool of trusted, proven, reliable contractors who work as an extension of our team. Many have worked with us since 1990 on jobbing repairs, insulation, lifts, window cleaning, gardening, intercom and CCTV.
To be approved as an EPM contractor, each has to submit trade references, their last company accounts, evidence of public liability insurance and up-to-date CRB certification. They’re then stringently checked, interviewed and trialled under the close guidance of one of our surveyors.
Only then do we entrust them with work on any of our clients’ developments, and we continue to diligently monitor their work and audit their costs annually to make sure they’re providing the best possible value.
The same rigorous principles apply to the security personnel and concierge teams who are directly employed by EPM. We also insist on Security Industry Authority (SIA) licensing.