Better Apartment Management Conference - Best Practices in Alpine Eco Apartments
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The document outlines best practices for managing an apartment complex with 800 flats and 2500 residents. It discusses challenges around conflicting owner interests, maintenance collections, and an ever-increasing to-do list. Some key best practices discussed include streamlining water supply through a docking station, contracting, overpowering water vendors, and recycling wastewater. It also emphasizes empowering staff, establishing complaint categories and reporting metrics, using notifications, and listening to residents to help solve problems. An organization chart is provided showing the roles of the managing committee, managers, vendors, and staff.
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Better Apartment Management Conference - Best Practices in Alpine Eco Apartments
- 1. Alpine Eco - Best Practices Collaborators: Ipsita Bose & Rohit Talukdar Volunteer & Committee Member 1
- 2. Overview 2 • 800 Flats, 2500 residents • 20 Move Ins-Outs / Month • 150 new complaints / Month • Water Expense:10L / Month • Median Owner Age: Mid-30s • Revenue leak • Several categories to handle • Securing essential services
- 3. Challenges 3 Individual Owners • Conflicting interests • Managing expectations • Maintenance collections • Ever increasing ‘TO DO LIST’ Former Land Owners Developer
- 4. BEST PRACTICES • Water management – Docking Station – Contracting – Overpowering water mafia – Ground water recharge & bore-well functioning – Recycling of waste water for secondary use 4
- 5. Water Management 5 Steps taken to streamline water supply
- 7. BEST PRACTICES - Customer Care • Empowering Staff to take corrective action • Stand by them during a crisis and give them room to LEARN 7
- 8. BEST PRACTICES - Customer Care – Staff, Vendor, Estate Manager, MC 8 Staff Vendor Estate Manager Managing Team
- 10. BEST PRACTICES - Customer Care 10
- 11. BEST PRACTICES - Customer Care - 2 • Complaint Box: Category Specific Escalation Channels 11
- 12. BEST PRACTICES - Customer Care - 3 • Complaint Box: Share Reports/Metrics 12
- 13. BEST PRACTICES - Customer Care - 4 • Proactive Notifications – Use the Noticeboard /SMS – Payments, Scheduled Outages, Security Awareness, Posters 13
- 14. BEST PRACTICES - Customer Care - 5 • Listen, Enlist and Empower Residents who feel deeply about the subject to help solve the problem 14
- 15. Thumb Rules – Organization Chart 15 Managing Committee Customer Manager Engineer Manager Vendor Manager Customer Care Executive Accounting Manager Security Manager Security Supervisors House Keeping Staffs Plumber, Electrician Staffs Clubhouse Manager House Keeping Manager
- 16. Thumb Rules – Major Work 16 Phase-1 Buy In Phase 2 Roll Out Phase 3 Transparency Phase 4 Manage Expectations CAMPAIGN / GBM EXECUTE TRANSPARENCY CLARIFY
- 17. Thumb Rules • Don’t be afraid to use the right tool for the right task 17
- 18. Thumb Rules • Train your staff. Then rely on them. 18
- 19. Thumb Rules - 2 • Cheaper ain’t better • A tool is only as good as the committee that’s using it. Most people dismiss tools before using it. • Prefer people in your team who say “I will“ as against people who say “We should…We could….Do it” • Execute..Delegate..Automate..Monitor.. 19
- 20. Q & A Thank You 20 Q & A Thank You
Editor's Notes
- Rohit, please add the figures for March 2014.
- (issue simple guidelines, Provide Internet, provide AC perms, Communicate on mail/ whatsapp, On Duty Phone..most importantly, stand by them during a crisis and let them learn). Use multiple tool…Mailing lists…Apnacomplex.. Wiki page..FB..Whatsapp. Let people choose what works for them
- Listen
- An Association behaves like any Organization. It comprises of volunteers but still needs to run professionally.
- Buy in -> Roll Out -> Maintain Transparency -> Manage Expectations (Ex. Campaign, GBM, Execute, Transparency)
- Don’t be afraid to use the right tool for the right task (ex. Biometric, water meter, complaint handling box)