Residential Handover Management

Residential Handover Management

"Supporting Developers bridge the gap between

Practical Completion and Occupation"

Over the next 10 years, 35,000 high-end residences will be delivered in the capital, some £77bn of prime real estate. Customers expect 6* service from the city named ‘best for property investment 2015’.

A differentiated development brand is challenging to build in a competitive London Market but very quick to lose if the Customer experience is poor. Through market research with sales agents and customers we recognise that the final experience is the most lasting for the customer.

In the world of instant social media reputations can easily be tainted, impacting sales on future phases or developments. How are you protecting your reputation with investors?

AMDAS works for the developer alongside the sales agents, managing agent and concierge to provide a complementary supporting role in the critical transition between Construction Practical Completion and Residential Occupation.

In the last year our group handed over 1247 apartments in London.

Utilising AMDAS will convert apartments from “practically complete” into “fully complete” in the shortest period possible. AMDAS offer all the benefits of an in-house customer care department but with outsourced expertise.

"It is a good pleasure to work with someone who has an eye for the softer side of residential developments such as brands and exceeding customer expectations."

Tom EshelbyBritish Land

“Robert’s ability to change his scale of thinking – from the quality of a stitching detail on a bed headboard to the merits of a certain pile foundation, often at the same time – is unparalleled in our opinion"

Ian BaylissCo-founder

Bowler James Brindley

"Robert has an extensive understanding of the residential market and customer expectation"

Colette O'SheaLondon Managing Director

Land Securities

Led by Robert Darrow, AMDAS are the latest business from the Airey Miller Group. Our leadership team have been dedicated to the London Residential Market for over 20 years and have 80 specialist personnel.

Our group contains a blend of skills and resources perfectly aligned to deliver excellent customer service within residential developments.

From project managers, customer service managers, FM move specialists and employers agents to building surveyors, clerk of works, handymen and maintenance teams - and our own construction company you can rest assured we have all the necessary skills in-house to not believe in outsourcing to third parties.

AMDAS only works in the London residential market and provides a single point of focus and in-house services that few others can match.

“We want to deliver the Aston Martin experience to residential occupation”

Robert DarrowManaging Director

AMDAS

There has long been a lack of service providers to ensure an excellent occupier experience during initial occupation. AMDAS are London's pioneers in ensuring luxury homes come with a luxury customer experience. No more inconsistency, or practically complete properties, we strive to offer a service in which all of London's new property buyers and investors can experience a 6* hotel level of customer service comfortability.

Integrated Solutions within our group

Our in-house construction company enables us to provide an integrated solution which can speed up the resolution time of many normal post PC issues. This provides our Clients a useful plan B if resolution by the main contractor is taking too long and covers:

• General cosmetic issues• Scratch & dent removal• Joinery adjustments• Basic plumbing & heating

We will also provide the following additional services if required:

• Apartment maintenance solutions• Handyman• Owner alterations• Key management• Apartment security• Permit management• Apartment cleaning• Quick start guides for residents• 360o Training videos• Co-ordination of interior designers• Management of furnishing packages

Our service provides a single point of accountability for all aspects of the apartment once Construction Practical Completion is achieved ensuring the early occupation phase for the resident is fully supported and issues are addressed in a proactive and focused manner. By systemising the handover process we provide the developer with transparency, auditability and the freedom to focus on the rest of their business.

Last year our leadership team handed over 1247 properties in London, including some of the capital's most iconic and exciting high value residential developments.

We have designed five service solutions (full details overleaf) to personally manage your apartment handovers and provide a seamless transition for your customers. These can be tailored to suit the client's in-house expertise and resource levels.

SERVICES:

• 24/7 customer service helpdesk• Database to log issues and provide audit trail• Regular client reporting• Monitor close out of buyer issues

• Attended buyer inspection • Managing resolution of resident issues • Training video• Customer satisfaction Survey

• Part-time service leader on site• Apartment demonstration• Management of post-occupancy issues • 50 point apartment function check

• Personal key handover • Full apartment training for resident • Management of contractor snags from pc• 100 point apartment function check

• Full-time service leader • Named handover manager per resident• Project management of buyer move-in • 150 point apartment “live-in” test

LITE ESSENTIAL INVESTOR EXECUTIVE DELUXE

Essential

• 24/7 customer service helpdesk

• Cloud based CRM databases to log customer communication & issue tracking

• Telephone conversations recorded into CRM database

• Fortnightly reports issued to Client

• Ongoing monitoring of resident issues and prioritisation

Lite

• Residents apartment inspection attended by our team

• Managed resolution of the issues raised during the buyer inspection

• A series of 30 second video shorts covering the basics of the apartment

• After six months a customer experience survey will be undertaken

• A part-time service leader on site for three months to help with the transition and to deliver a superior customer experience

• 30 minute apartment demonstration with the resident

• Management & access coordination for apartment latent defects (excluding any defects affecting multiple properties)

• 50 point apartment functionality checks ensuring the apartment is still in good working order

Investor

• A personal key handover meet and greet

• Two hour training session for the initial resident

• Monitoring & access coordination for residual PC snags up to a maximum of ten per apartment

• 100 point apartment functionality check including detailed bathroom functionality

Executive

• Full-time service leader on site for 3 months

• Named Customer Managers for each resident

• Project Management of resident move-in day

• 150 point apartment overnight “live-in” test including heating & cooling

Deluxe

Our Strength and Provenance

AMDAS are the new business within the Airey Miller Group. Airey Miller has been established for 20 years, is privately owned and supported by over 80 staff with a turnover of over £7m.

Clients can rest assured our business is here for the long term .

For increased financial covenant all AMDAS commissions can be underwritten through Airey Miller if required.

Our Customer

As a Residential Management Service AMDAS are wholly committed to our contractual customer - the developer.

We strive to ensure residents are also delivered an unrivalled experience, but we are completely dedicated to the service of our customer.

We will never represent the buyer of a property where we also act for the developer.

Budget

We have designed AMDAS to provide a bespoke customer service dependant on individual requirements. We always want to provide personalised offers and the outcome very much depends on the in-house expertise and resources of each client.

Recent experiences for a totally outsourced solution indicates a budget of only 0.25% of GDV.

I.T Support and Helpdesk

AMDAS utilise ZenDesk as our CRM platform and Pinnacle for our 24/7 helpline. All AMDAS staff are equipped with VOIP handsets enabling automatically recorded, direct communications with our residents; State-of-the-art technology providing excellent transparency and auditability.

Central Point45 Beech Street

BarbicanLondon

EC2Y 8AD

AMDAS Management LtdCompany No. - 10204383Tel +44 (0)20 8663 0662

enquiries@amdasmanagement.co.uk www.amdasmanagement.co.uk

"A landmark service delivered by a pioneering enterprise."