Core Services and Operations

Our approved contractor scheme ensures that our suppliers (who are instructed on behalf of our clients) are experienced, qualified and insured.  The scheme allows us to monitor our suppliers to ensure that the level of service they deliver to you is of the highest possible standard.

We firmly believe that prevention is better than cure so we run planned maintenance and renewal programmes, and we encourage you to have a Capital Expenditure Plan to cover them.

We measure our quality assurance through our quarterly client surveys and feedback forms which are reviewed and acted upon at Director level.

Our new 'MyPlace' online portal gives residents headline information about their development, their premises, charges and there is a 'library' stocked with their important documents, plus they can raise and track requests directly with their Property Management team. Residents can also control the notifications they receive from us.

To provide essential support, coaching and guidance for our on-site team members we have the following in place:

• A field-based Operations team - who regularly visit their defined portfolio and line-manage the on-site teams. This ensures a consistent, responsive and effective approach to operational service delivery and has released Property Managers to fully focus on asset management and client relationships. The team ensures operational compliance including Health & Safety, HR and SOPs, via support visits, audits and health checks.
• A Community Engagement Manager – who leads on a comprehensive programme of events and activities encouraging a greater sense of community and social cohesion. Find out more here.
• An Estates Management Team - provides experienced, professional absence cover for senior on-site team members.
• Our unique Temporary Staffing Solutions (TSS) - provides our clients with access to a trained and experienced temporary staffing pool. This ensures that a quality, cost effective service is maintained and delivered at your property at all times. We can assist with a wide variety of on-site roles. For further information please see here.

“Our operations team reinforces our ability to provide the highest standards of service within our on-site operations on a consistent basis.”

Duncan Rendall, Group Chairman

We offer bespoke financial reporting, as well as our online portal. Our client bank accounts are reconciled daily, and clients benefit from our RICS member firm status through the RICS Client Monies Protection scheme ensuring your monies are protected.

We offer comprehensive bespoke financial reporting, delivered at a minimum, every 4 months. Our reporting includes:

• Expenditure against budget (with accruals and prepayments).
• Reserve reconciliations and cash balances.
• Service charge accounts.
• Regular void schedules (for our developer clients), and credit control reports on debtors and arrears collection.

We know that client requirements vary, so we're happy to adapt our reporting to meet your particular needs.

Every residential property has a dedicated credit controller who deals with specific lessee cases sympathetically and constructively, ensures cash flow, and where necessary works with solicitors to take action that is required.

Our Client Money Handling procedure  outlines the internal controls and procedures we have designed and implemented to follow best practices and RICS regulations.

We remain innovative in our approach and always look for ways to improve the efficiency and excellence of our financial service to our clients.  This includes continuing to invest in additional client accounting resource and technology.

Our Health and Safety team includes dedicated Building Safety, Fire Safety Remediation and Technical Support teams. They oversee safety and compliance at all our sites, providing support and advice for on-site team members, property managers and our clients, including on the highly significant Building Safety Act and supporting legislation. 

• We are British Safety Council 5 star accredited.
• The Group’s Health and Safety Management System is accredited to ISO45001:2018.
• We have received a RoSPA Gold Award or higher annually since 2017, including our highest ever accolade of a Sector Award 2023.
• Senior on-site managers and all property management employees receive IOSH training.
• Through our specialist teams we offer our clients a range of building safety and fire safety remediation services. 

Learn more about our health and safety policies and procedures, governance, training and performance

Find out more about the Building Safety Act Services  and Fire Safety Remediation Services our specialist teams offer 

Our people have always been at the centre of the service we deliver to our clients and customers.  To compliment this, we have developed a market leading tech solution. 

Our new solution is engaging and easy to use wherever you are. It provides a complete and transparent picture for our customers and clients. The first element of the platform, the MyPlace customer portal, is now live at over 450 properties and there will be launches to developments throughout 2025. A client portal is in the early stages of development. 

Additionally, we are nearing the completion of the roll-out of our new Customer Engagement system which is improving resident communication and performance management information for clients.

To find out more about MyPlace please view this video and visit our technology page:

• Established procurement contracts.
• Dedicated utility and lifts management teams.
• Lifts maintenance contracts procured and negotiated for over 2,100 lifts.
• Significant utilities buying power in the market.
• Competitive tendering and service enhancement.
• National and local procurement e.g. M&E, window cleaning.

Key considerations nationally and locally include pricing, experience, performance, account management, quality, Health & Safety, and ESG factors.

For local purchasing, at least three quotes are obtained by our Property teams to ensure value for money.

Supplier performance is actively monitored and managed to meet quality, cost, and delivery expectations.

• Poor performance is addressed by identifying root causes and working with suppliers to improve, as this is typically more cost-effective than replacement.
• Clear targets and regular meetings are part of this process, with performance audits conducted as needed.
• If improvements are not achieved, suppliers are replaced through a planned transition.

• Our qualified brokers Alexander Bonhill have many years’ experience ensuring our clients diverse range of assets are fully protected.
• Alexander Bonhill can arrange cover whether your property is a small residential scheme, a large mixed-use development or anything in between!
• Locations covered across the UK.
• They have extensive access to market leading A+ rated insurers enabling you to benefit from competitive premium rates and wider than standard levels of cover.
• Dedicated support ensures you are fully protected so you can fulfil your responsibilities even if there are unexpected events.
• The specialist claims facility will provide the expertise and assistance to ensure you receive a swift settlement.
• The team at Alexander Bonhill will work closely with you and us to prevent and reduce claims through innovative risk management measures which help to mitigate increases to your premium and excess levels, and the inconvenience of claims.

Key policies include:

Buildings & Terrorism - you can benefit from: a bespoke policy wording that is wider than that available as standard; competitive premiums negotiated as a result of economies of scale and a specialist claims facility ensuring efficient progress in the event of a claim.

For more complex properties, including high value ones, they can provide a tailored approach without sacrificing high levels of cover.

Directors & Officers - as a Director of a management company you have certain responsibilities and duties for which you can be held personally accountable. The specialist Directors & Officers insurance policy we facilitate provides you with the necessary protection at a competitive premium rate.

Engineering - failure of mechanical engineering equipment can be extremely costly as well as causing significant disruption. Engineering insurance provides you with cover you need in the event of an incident, as well as the necessary statutory inspections by a qualified Engineering Surveyor.

Rendall & Rittner is regulated to undertake insurance distribution activities by the UK Financial Conduct Authority (FCA).

We know that our on-site team members are vital in ensuring that every development is presented and managed to the highest possible standard, delivering excellent customer service for residents, while protecting your asset. It’s no wonder that staffing is such a major part of an annual service charge budget.

That’s why we invest in training, wellbeing and development for all our people. We're extremely proud that this commitment has been recognised with an Investors in People Platinum accreditation, which we’ve held since 2018, placing us in the top 2% of companies internationally.

We support and encourage our employees to seek professional qualifications through TPI (a mandatory accreditation), RICS, CIPD and CIMA. We monitor employee development through regular appraisals and offer access to a wide range of training programmes, covering all aspects of their role; from customer service to health and safety, cultural awareness and first aid.  Our scale means such training can be provided as cost effectively as possible.

We have also teamed up with Telus Health, the leading employee engagement and wellbeing programme, to offer confidential 24/7 support for any work, health or life issue. 

• Through our dedicated HR department we advise our clients on a wide range of people related issues, including HR system onboarding and TUPE, as well as enabling access to professional external legal advice. We have specialists in recruitment, employee relations and learning and development, along with more generalist HR support. 
• Our unique Temporary Staffing Solution (TSS) provides an unrivalled level of temporary cover for our developments, by utilising our highly experienced employees to cover shifts across our portfolio. For more information please see here. 
• Our Talent Acquisition team is best placed to support your recruitment needs. Our team has a strong track record of filling on-site staff roles at pace, with top talent being secured. Find out more in our service provision fact sheet here.

Learn more about our people

Outside of office hours, clients, lessees and residents have access to our support partners who offer round-the-clock services from a wide variety of trades.

The out of hours emergency service also has access to our Property Managers, Team Leaders and Directors should the need arise.

For emergency out of hours support please call 0203 764 5587.