Kirsty joined the Alexandre Boyes‘ Estate & Block management department in 2021, and recently took time out to share her career path and insights into the industry, PropTech and AI…
Q1, You have a degree in Sociology, what drew you into the block management industry?
As I completed my degree in Sociology the different opportunities were overwhelming. I knew I wanted to work in an industry with people and I considered careers in education, HR and even going on to do a masters and PHD so I could become an academic. I also knew I wanted a role which was not always office based. Therefore, when I was successful in being offered a role in a small block management company for a role as a graduate property manager assistant, I accepted.
Q2, You joined AB 2 years ago embarking on the company’s 6 month in-house onboarding programme…tell us about those first 6 months?
Having worked in three block management companies since I graduated, each company does things differently and so the first few months are always an intense learning curve getting to grips with the portfolio and the way the company runs. Having the in-house onboarding programme helped me get to grips with AB’s policies and processes much quicker than I would usually. It also refreshed in my mind the specifics of documents such as the RICS code of conduct which is one of the key documents to understand in order to be a successful and compliant block manager.
Q3, You qualified as a IRPM Associate in August 2023 – tell us a little about the training and what the qualification brings to AB, your clients, and leaseholders in real terms.
The IRPM Associate qualification consists of 13 online modules and a timed and observed written exam. The modules cover all aspects of being a block manager from health and safety and financial management all the way through to ethics and behaviours. It is an intense process with a lot of content, but I saw it as an essential part of the development of my learning and knowledge as a block manager. Whilst a good block manager will always require experience, qualifications round off our knowledge base which allows us to be better at offering advice to our clients.
Q4, Innovations in technology continue to impact property managers. How does prop tech support your day to day role.
Technology can really make or break us in terms of efficiency as property managers. There have been many occasions in previous companies where the software simply is not fit for purpose, and it causes more work to maintain and work off than it provides in benefits.
In my experience, Resident is the best block management software I have used as it is built in a way that has block managers processes at heart. For example, the ability to get quick expenditure reports for budgeting purposes or the way you can message all owners in one go off the messaging system. These features really speed up our processes and allow us to have all the information in one place.
Q5, Some say AI will replace humans in jobs rather than exist alongside. Where do you see AI going in the block management industry?
I think AI will become more and more prevalent in our everyday lives, however, in the block management industry I do not think there is a risk to jobs for humans. Every enquiry and block are completely different and whilst aspects of the job can be standardised and taken on by technology, each correspondence we have as block managers is entirely personal and individual to the person we are speaking to. This means how we respond and act is based off of the relationship we have developed with that client and the historic knowledge we have of them and their personal situation. This, I believe, will be difficult to replicate by AI.
Q6, Alexandre Boyes has always had a flexi-working policy, and one lasting impact of the pandemic is Hybrid working, a mix of office / remote working. How does a day in the office compare to a day remote working? And is this a good thing for work / life balance, wellbeing etc.
Alexandre Boyes‘ hybrid working works really well. In terms of my workday, being in the office allows me to discuss ideas and queries with my fellow block managers and work closely with the accounts team. In contrast, being at home allows me to work on parts of the job that require more focus such as creating budgets and going through risk assessment action points. For the client, having a hybrid policy means there will always be a day in the week for them to pop in and see us in the office which I know a lot of our clients prefer if they wish to have a quick face to face chat.
I am lucky enough to live in Tunbridge Wells, but I know for some of the other block managers who live further away, the hybrid policy allows them to spend more time before and after work with their families or enjoying hobbies rather than using that time commuting.
Q7, The block management industry is constantly evolving, what has had the biggest impact since your career begun?
The block management industry has changed drastically since I started in 2019. Following the Grenfell Tower disaster, there has never been a closer monitoring of our industry and the regulations and laws surrounding fire safety seem to change and be defined almost on a monthly basis. The requirements for buildings in terms of fire safety and costs associated for leaseholders are currently one of the biggest challenges for everyone in our industry.
Q8, What’s on the horizon for the industry?
I expect the industry to see further developments in fire safety and implementation of the existing regulations. This will affect clients in terms of the need to budget higher amounts for things like monthly fire alarm and emergency lighting checks and fire door inspections on top of the existing costs of fire and general risk assessments.
I believe there will also be increased pressure on the block management industry to explore the implementation of electric vehicle charging. Whilst the dates may have been pushed back by the current government, I am seeing more and more clients investigating how the infrastructure can be put into external communal areas in order to future proof their buildings.
Q9, If you could have spoken to your future self at the start of your block management career what would you say and what would have been the most useful piece of advice?
I would say the best piece of advice would be to get out there. It is difficult sometimes with the volume of emails and desk work we have as block managers not to feel overwhelmed and struggle to justify time spent travelling around our blocks, but you will never be able to manage effectively if you don’t visit the properties.
I am lucky enough to have had some great mentors in other very experienced block managers since I started in the industry. I would say the most useful piece of advice they have given me is to ensure the basics are covered. I started my first job in block management focusing solely on getting that companies health and safety assessments up to scratch. Whilst this was massively challenging, it was a massive learning opportunity and since then I have ensured that every block I take on has the basic fire risk assessment, asbestos inspections and electrical installation assessments completed. This ensures that leaseholders are safe in their buildings and allows clients to feel comfortable that their blocks are compliant.
Q10, What next for your career?
I hope to complete my members qualifications for IRPM and then become an associate of RICS. I have seen the benefits of these qualifications from my colleagues, and I know from my foundation and associate IRPM qualifications that by completing more industry qualifications you can only add on your existing knowledge from on-the-job experience.
You can read Kirsty’s bio here. Posted October 2023
