Managing agents

...When you've got a ten-day response time but the managing agent has twenty...

While this is something that frustrates us all when managing agents are involved, there are still things we can do.

First, build strong relationships with your managing agents. You may not have a contract with them, and limited control on their performance, but you can still manage them effectively... never underestimate the benefit of having good working relationships.

Second, don't leave the customer hanging. If there's a third party of any kind involved - tell the customer on day 2 or 3, don't wait until day 10, or just let the time elapse.

Finally, be clear on what you need. Managing agents are often on pretty thin margins. They don't want to do more than they need to, as it's all time and cost to them. If you aren't clear, or you just forward the customer query on with little narrative, don't be surprised if the response you get back isn't what you are looking for.

Most managing agents are good* if you manage them well and you understand their challenges as well as your own. I often see very combative and toxic relationships with managing agents in organisations, but building a positive relationship is key to getting the best for our residents.

*there are a few that are beyond saving - I can't help with those 🫣