Compliance of RICS code of practice for commercial service charges

Noor, Mohd Nazali Mohd; Pitt, Michael; Hunter, George; Tucker, Matthew

doi:10.1108/14630011011049568

Cited by 5 publications

(2 citation statements)

References 2 publications

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“…For services that are included in the rent and service charge, occupiers require a "well-drafted service level agreement with a provider they can trust" (Gibson et al, 2000), and want to feel confident that service charges are fair, transparent and well-managed (Freethy, Morgan, & Sanderson, 2011;Noor et al,, 2010;Noor & Pitt, 2009;. Giving occupiers good value for money requires attention to be paid to the full service-delivery process rather than optimising sub-processes, good communication and ensuring property managers behave professionally and feel valued (Jylha & Junnila, 2014;Sanderson, 2012).…”

Section: Introductionmentioning

confidence: 99%

Determinants of satisfaction amongst tenants of UK offices

Sanderson

Edwards

2016

JCRE

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Purpose-Corporate Occupiers require offices and services which meet their business needs, whilst landlords must attract and retain occupiers in order to maximise occupancy and rental income. The purpose of this research is to help landlords and corporate occupiers understand each other better, in order to achieve a mutually beneficial relationship. Design/methodology/approach-This paper analyses interviews with 1334 office tenants in the UK, conducted over an 11-year period, to investigate determinants of occupier satisfaction, loyalty and advocacy. Structural equation modelling and regressions are performed using respondents' ratings of satisfaction with many aspects of occupancy as explanatory variables. The dependent variables include satisfaction with property management, value for money, overall occupier satisfaction, lease renewal intentions and occupiers' willingness to recommend their landlord. Findings-The aspects with most impact on occupiers' satisfaction are the office building itself, its location and amenities, and also communication with their property manager, a belief that their business needs are understood and the property manager's responsiveness to occupiers' requests. Occupiers' loyalty depends mainly upon feeling that their rent and service charges provide value for money, an amicable leasing process, the professionalism of their property manager and the Corporate Social Responsibility of the Landlord. 'Empathy' is crucial to occupiers' willingness to recommend their landlord, and clear documentation and efficient legal process improve occupiers' perception of receiving 'Value for Money'. Research Limitations-The sample is skewed towards occupiers of prime office buildings in the UK, owned by landlords who care sufficiently about their tenants to commission studies into occupier satisfaction. Practical implications-This research should help to improve the landlord-tenant relationship, benefitting the businesses that rent property and helping building managers understand where to focus their efforts to achieve maximum effect on occupier satisfaction, loyalty and advocacy. Originality/value-There has been little academic research into the determinants of satisfaction of occupiers of UK commercial property. This large-scale study enables the most influential factors to be identified and prioritised. Research Questions This research aims to improve the mutual understanding between landlords and corporate occupiers, by addressing the following questions:  Question 1: What do corporate occupiers consider to be the characteristics of the ideal landlord?  Question 2: What are the determinants of occupier satisfaction?  Question 3: What are the determinants of occupier loyalty  Question 4: What are the determinants of landlord reputation and occupiers' willingness to recommend their landlord or property manager? Review of Previous Research It is not possible to measure Property Management Service Quality directly, because quality is in the "eye of the beholder". Rather, quality has to be inferre...

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Section: Introductionmentioning

confidence: 99%

Determinants of satisfaction amongst tenants of UK offices

Sanderson

Edwards

2016

JCRE

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“…For services that are included in the rent and service charge, occupiers require a "well-drafted service level agreement with a provider they can trust" (Gibson, Hedley, Proctor, & Fennell, 2000), and want to feel confident that service charges are fair, transparent and well-managed (Freethy, Morgan, & Sanderson, 2011;Noor, Pitt, Hunter, & Tucker, 2010;Noor & Pitt, 2009;. Giving occupiers good value for money requires attention to be paid to the full service-delivery process rather than optimising sub-processes, good communication and ensuring property managers behave professionally and feel valued (Jylha & Junnila, 2014;Sanderson, 2012).…”

Section: Literature Reviewmentioning

confidence: 99%

Determinants of satisfaction amongst occupiers of commercial property

Sanderson¹

2015

22nd Annual European Real Estate Society Conference

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Acknowledgments: The author would like to acknowledge the help and support of the sponsors of this research: Howard Morgan of RealService, members of RealService Best Practice Group, BPF and the Lord Samuel of Wych Cross Memorial Fund. She would also like to thank her mentor Francis Salway, and her supervisors Victoria Edwards and the late Peter Byrne, who sadly passed away as this paper was being written. AbstractPurpose -In order to maximise rental income, landlords must attract and retain occupiers. The purpose of this research is to help landlords and property managers understand what aspects of property management matter most to occupiers Design/methodology/approach -This paper uses structural equation modelling and regression to analyse 4400 interviews with retailers, office tenants and occupiers of industrial property in the UK, conducted over a 12-year period. Interval-scale ratings of satisfaction with many aspects of occupancy are used as explanatory variables. The dependent variables are satisfaction with property management, value for money, overall occupier satisfaction and landlord reputation.Findings -For all three sectors of commercial property examined, the aspects with most impact on occupiers' satisfaction with property management are found to be communication, understanding business needs and responsiveness to requests. For occupiers' overall satisfaction, the key determinants vary between property sectors, whilst the professionalism of the property manager has an impact on occupiers' willingness to recommend their landlord. Billing and documentation, cleanliness and maintenance of the property, strongly influence occupiers' perception of receiving value for money for rent and service charge. Research limitations/implicationsLimitations -The sample is skewed towards occupiers of prime UK commercial property, owned by landlords who care sufficiently about their tenants to commission studies into occupier satisfaction. Practical implications -This research will help investors in UK commercial property and building managers decide where to focus their CREM efforts to increase tenant retention and advocacy.Originality/value -There has been little academic research into the determinants of satisfaction of occupiers of UK commercial property. This large-scale study enables the most influential factors to be identified and prioritised, and reveals the similarities and differences between occupiers in the three property sectors evaluated: retail, office and industrial.

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Ethnic bias in tenant selection in metropolitan Ibadan private rental housing market

Gbadegesin

Ojo

2013

Property Management

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Purpose -The purpose of this study is to investigate the presence of ethnic bias in residential tenancy and the relationship between ethnic bias tendency of property managers/landlords and their demographic features. Design/methodology/approach -Data for the study were gathered from administration of questionnaires, designed with items measuring bias tendency and the driving factors on the perceived wave of discrimination on residential tenancy. The structured questionnaires were administered on an intact sample of licensed property managers/agents (practicing Estate Surveyors and Valuers) at annual Mandatory Continuing Professional Development Programme (MCPD) held in metropolitan Ibadan, the largest indigenous city in West Africa and one of the commercial nerve-centres in the country. Data collected were analyzed using descriptive analysis, chi square and factor analysis. Findings -The study confirmed a significant relationship between the ethnic status of the principal managers (managing directors) who were mainly Yoruba aliens and the tenants selected to fill vacancies, which implies that there is presence of ethnic discrimination in tenant selection in the area. It is also confirmed that landlord/property manager (agents) experience, environmental influence and landlord/property manager preference are the most driving factors for discriminating against tenants in the city. It is further revealed that there is a significant relationship between two demographic features; professional qualifications and ages of the property managers' firms and bias tendency.Research limitations/implications -The research is limited to the metropolitan city of Ibadan, a city with expatriates and diverse ethnic groups working at different sectors of the economy. Further research and statistical tests that covers all the 36 capital cities of the country are required to examine the tenancy nature of other classes of property. Practical implications -The implication of the study to the practice is reinforced by the consensus character of the study with the professional body (property managers). Insight and findings prove useful in developing a blueprint for curbing acts of discrimination which needs to be well addressed in property management practice. It implies that effective property rights that protect the rights and rental market planning policy in the developing nations require further reform. Originality/value -Emphasis on tenants' rights, campaign against racism and discrimination in the developing nations which support equal housing right for all races is the feature and uniqueness of this study.

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Compliance of RICS code of practice for commercial service charges

Cited by 5 publications

References 2 publications

Determinants of satisfaction amongst tenants of UK offices

Determinants of satisfaction amongst tenants of UK offices

Determinants of satisfaction amongst occupiers of commercial property

Ethnic bias in tenant selection in metropolitan Ibadan private rental housing market

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