The 2022 ‘Industry Wellbeing’ survey report undertaken by the Association of Residential Managing Agents (ARMA) and the Institute of Residential Property Management (IRPM) was issued this week to coincide with Mental Health Awareness Week. The second year in publishing, the survey aimed to understand the main pressures faced by residential property managers. The past 12 months have seen an easing of lockdown restrictions, but other pressures such as the rising cost of living, the energy crisis, the war in Ukraine continue to impact people at home and in their workplace.
Survey Points
- Property management professionals scored significantly lower than Office of National Statistic averages when asked about how worthwhile their life is, their life satisfaction and their levels of happiness (14% lower than the national average, across all three measures but a slight improvement on 2021)
- Property managers are still likely to face aggressive and unreasonable behaviour, many feel physically (25%) and mentally (64%) at risk in their roles
- 87% of property managers faced some form of abuse in the last 12 months – treated rudely, unkindly, dismissively or insultingly, shouted at, sworn at, threatened. Being sworn at, threatened either physically or non-physically and experiencing an assault remain almost unchanged from 2021
- Like 2021, Leaseholders remain the top source of pressure and to a slightly lessor degree Freeholders / Landlords and employers
- Good working relationships between managing agent staff, leaseholders and freeholders/ landlords remain essential, these two way relationships need to improve and communication breakdowns bridged
- 64% of respondents noticed an increase on work stresses in the past 12 month compared to 74% in 2021
- One property manager is quoted in the survey report “I have never in 20 years of leasehold management experienced anything like the past 18 months – the demand in work and way people speak to you” and another “As costs increase so does tension with leaseholders and their tenants. This has led to hostile responses from leaseholders for things outside of our control, but we are often on the receiving end.”
Survey Conclusion
“The pandemic has had a lasting impact on society’s wellbeing and has caused a strain in relationships between property management staff, and those they serve. However, this is a challenge which the sector is facing in addition to a new building safety regime, increasing legislation and new Net Zero targets on the horizon. It is evident that, unattended, current strained relationships between residents and property management staff will worsen. To repair them, the sector needs to empower and prepare its workforce by paying close attention to individual wellness and mental resilience. Only then can relationships be mended, allowing the sector to become a space where productive cooperation is the new normal.”
Lion Heart is an independent charity for Royal Institution of Chartered Surveyors (RICS) professionals, past and present, and their families. In their 31st March 2022 blog they write “An incredible 80% of us are said to commonly experience workplace stress. In fact, the problem adds up to around 12.8 million days off sick every year in the UK alone (HSE). Research has shown the problem to be getting steadily worse, and that’s without the added pressure Covid has placed on people and their livelihoods and families. Over the last few years, the Lion Heart support team has seen a definite increase in the number of people calling the helpline for mental health challenges such as stress, anxiety, and depression.”
There are signs of positive developments within the industry going some ways to lesson concern shared by many professionals, leaseholders, and freeholders / landlords. The Building Safety Bill received Royal Assent last week – read KDL Law blog on what that means to leaseholders and landlords. Ground rents for new or renewed leases have been abolished, which will take effect from 30 June 2022. You can read about this in KDL Law’s blog here. However, the survey shows a workforce that is “still feeling the strain, although there is a degree of improvement.”
Lease reform, building safety reform, cladding and compartmentation remediation, minimum EPC ratings, the Governments net zero targets, levelling up, licensing and regulation all requires training, implementation, role development and a constant need to keep updated and abreast of proposals, legislation and change. A managing agent’s role is diverse and not one dimensional – you can read our blog on the role here.
Events such as Mental Health Awareness Week and World Mental Health day continue to raise awareness in society as a whole, opening up discussions in the media, by politicians, public figures, and charities. Workplace policies such as our Dignity At Work & Anti Harassment Policy can have a positive impact on keeping two way relationships open and respectful. In everything the AB team does we seek to take responsibility, to listen, to learn and make good change. Our property managers responded to the survey and are not immune to the issues and pressures the report highlights. You can read the full report here.
