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Residential
From Complaints to Compliments — 600 Homes, One FM Team
Large Property Management Company — East Midlands
91%Satisfaction
<4hResponse Time
01. The Challenge
A property management company managing a 650-unit residential development was receiving escalating resident complaints about communal area maintenance, grounds upkeep, and slow responses to building issues. Resident satisfaction scores were at a historic low.
02. The Solution
EntireFM embedded a dedicated on-site caretaking team, restructured grounds maintenance schedules across the 14-acre estate, and took on all reactive maintenance via our helpdesk. We introduced monthly condition reports and a structured PPM programme for all shared M&E assets including lifts, communal HVAC, and entry systems.
03. The Results
- Resident satisfaction score increased from 54% to 91% within 18 months
- Average reactive job response time reduced to under 4 hours
- Grounds maintenance complaints dropped to zero in Q3
- Estate manager's time freed up by an estimated 60% previously spent managing sub-contractors
"Our residents notice the difference every single day. EntireFM feel like part of our team, not a supplier."
Portfolio Manager, Property Management Company
Services Delivered:
Soft FM
Grounds Maintenance
Caretaking
Hard FM