Relationships the key to success

Providing facilities management of community and social housing requires a certain set of skills that isn’t just about the bricks and mortar. Citycare Property took over the contractual relationship to provide facilities management and OSM expertise to Urban Plus limited in July this year. Urban Plus is a property management and development company owned by Hutt City Council that owns a portfolio of rental housing for the low-income elderly. The homes are all located in Hutt City with close to 200 units in total, located within 26 complexes.

The team at Citycare Property has taken great care to ensure that we have the right approach when it comes to the work we deliver for Urban Plus. Before starting the contract, we spent time in the complexes walking around and introducing ourselves to residents and before specific work commences, we try and touch base with residents to let them know what’s planned, how long work might take and the process we will use. For Site Manager, Willie Tapuai, it’s all about making people feel at ease.

“Several residents have hearing issues and for some, English is not their first language, so a phone call isn’t the best way to communicate. I like to drive down and say hello and make sure that residents have got a good idea about what to expect before we start work. After all we are in their homes and this interaction is important in getting things right first time. We take time to explain what is going on and how long work might take. We also often get asked to take on additional tasks like fixing a heat pump remote or other small jobs like that. At the end of the day, everyone wants to be treated with respect and that’s not hard for us to do,” says Willie.

Citycare Property makes sure that this same approach is adopted by our subcontractors. Citycare Property is working with local plumbing firm JIH Plumbing and there is a real team approach to problem solving. And without our team in the background things wouldn’t run nearly as smoothly. Willie is supported by a hard working handyman, Chris Bettie and core admin team member An-Charline who both play a crucial role at Urban Plus.

Robyn Palmer, Property Manager with Urban Plus advises that the Citycare Property approach has had a positive impact on operations in terms of managing the portfolio and keeping both herself and the tenants informed. Urban Plus’s aging tenants are their priority, and it has been a seamless transition with Citycare taking over the contract in July 2024.

“There has been positive feedback from tenants about reactive repairs/maintenance and lawn mowing,” she says.