Whatever the market conditions, you can rely on our team. We deliver returns for institutional investors including financial institutions and insurers, via our best in class asset management based on watertight investment knowledge.

Our aim is simple - to add value to your portfolio or property. We focus on taking a big picture view to understand your overall needs and knit together a specialist team to ensure macro asset management initiatives are fed through to local delivery teams. This means you’re always one step ahead with us.   

It’s an approach that’s contributed to investment out-performance across  the property mandates we manage on behalf of world-renowned commercial property funds. See how our asset management services have provided our clients with a platform for out-performance.

Our success is built on:

• Delivering bottom-up solutions that draw on proactive dialogue with your occupiers
• Working closely with our investment advisors to make sure we focus on the activities that will provide the greatest increase in capital value
• Extensive dialogue with our agency teams and network of over 40 national offices to capitalise on local market trends

Adding value 

Our aim is to drive improved investment performance for you. To do this, we identify early opportunities to consider rent reviews and lease expiries and potentially remove lease break clauses.

We also review your property business plans, taking a fresh look at your assets to add greater value via new asset management initiatives. Our activities could include managing letting agents, identifying and delivering refurbishment projects and implementing empty rates mitigation schemes.

We understand our clients are focused on performance, principally maximising returns from their assets.

We know how important it is for you to have a partner that will deliver an excellent and trouble-free service, boosting investment performance along the way by delivering value-add initiatives. 

We engage with you from the outset, assisting with the acquisition, mobilisation and smooth running of all facets of your portfolio. As such, our first priority is that your investments are income-producing and rents are collected on time.  

We know that you need clear visibility of your portfolio, its performance and what is required to increase the profitability of your assets. Our online systems, bespoke reporting, and innovative technology are shaped to suit these requirements. 

We deliver dynamic commercial property management and it’s an approach that works, with 91 per cent of our clients rating our service as ‘good’ or ‘excellent’, and 96 per cent saying that they find LSH ‘easy’ or ‘very easy’ to do business with*. 

*Research carried out independently by customer experience consultancy Real Service. 

Facilities management (FM) is integral to the successful management of your property portfolio. This means properties should run smoothly and any problems reported and resolved as quickly as possible.

Our team works to these two principles and as a result is entrusted to manage a national portfolio of over 800 properties comprising shopping centres, business parks, offices, retail parks and industrial estates.

Our service offering

Our highly successful approach is underpinned by a belief that we must work in partnership with our clients and their occupier customers in order to understand their critical drivers and achieve their strategic objectives. This approach helps to manage risk, ensure compliance, deliver value, improve efficiency and facilitate idea sharing to drive innovative solutions.

Our FM team provides the process and support structure to procure, integrate, plan and manage a full range of contract services both ‘hard’ (e.g. plant and building fabric) and ‘soft’ (e.g. landscaping, cleaning, security, reception) to achieve the ‘right quality’, a robust service, and economies of scale, and compliance, via approved contract partners and specialists.

This enables us to provide a full FM service offering:

• Property inspections and audits
• Contract procurement and contract/services management
• Planned maintenance and reactive, minor works management
• Financial management – budgets/orders/invoice approval and validation/reporting
• Health, safety, environmental and energy management
• Technical services management – M&E, lifts, building fabric, utilities and telecoms
• Soft services management  - cleaning, security, post
• 24/7 helpdesk services, emergency planning and response
• Occupier contact and liaison
• Customer care and customer satisfaction programmes
•  Data collection, information and records management for client reporting

Bespoke procurement solutions

We don’t believe in an ‘off-the-shelf’ solution so, once fully mobilised, we will work closely with you to tailor a solution which delivers real value matched to each property and its occupiers’ needs. 

We will provide expert advice to minimise property operating costs, satisfy regulatory, occupier and client service requirements as well as optimising value and efficiency. We do this via:

• Clearly defined objectives and rationale for service partnering and outsourcing 
• Alignment of the property and facilities management plans
• Management of desired performance outcomes tracked through appropriate service level agreements (SLAs) and key performance indicators (KPIs) to deliver value, and to drive the right behaviours and satisfaction to all contractual stakeholders
• A service proposition which acknowledges that outsourcing involves major change and transition planning potentially involving HR, IT, legal and financial regulatory issues (e.g. TUPE)

Subcontractors

To maintain high standards and minimise issues, we operate a best-in-class sub-contractor process which ensures we use top local firms in all regions. s. Our robust process  ensures that service levels of each selected provider meets our stringent quality standards, giving you complete assurance of a seamless service across your portfolio, at rates negotiated using our  purchasing power to deliver maximum value for money. This facilitates: 

• Enhanced service levels and improved efficiency
• Ability to leverage added value from our purchasing power
• Reduced costs where possible
• Reduced risk - health, safety, environmental
• Favourable and flexible contract terms/conditions/specifications in place
• Contract and performance management via our  E-Logbooks CAFM and helpdesk system
• Prompt and accurate invoice payment and management (quarterly invoices)
• Improved customer care management
• Access to latest innovation/idea sharing 
• Better supplier relationships/partnerships overall

Integrated helpdesk functionality

We offer an integrated helpdesk function to deliver our FM service. This central helpdesk hub uses cloud-based CAFM software and is managed to provide cost efficiencies and to streamline resource in terms of processing work orders and tracking and progressing jobs within agreed timescales.

Our helpdesk tool has been used to successfully manage over 20,000 planned maintenance tasks and 6,000 reactive repair jobs in a single year.

Our team and helpdesk provides:

• Named  contact points
• Committed team of FM knowledge experts
• A joined up approach
• Comprehensive reporting
• A robust compliance platform
• Structured workflow and escalation management 
• Simple set up and delivery solutions
• Robust compliance platform with audit trail
• A customer first approach

Businesses simply cannot compromise on health and safety. As such, we operate robust health and safety mitigation systems which provide a secure and safe environment for your occupiers and visiting members of the public, and help to reduce the risk profile of your property portfolio.

Independent health and safety audits

To deliver a high-quality service, we have a strategic partnership with a specialist external consultancy which independently audits and manages our multi-let properties to identify potential health and safety issues. In the event of an issue, our team is notified within 24 hours and will take immediate action.

Transparency

Our whole process is completely transparent so you’ll have full access to all our health and safety data via an online portal; and you can track the progress of remedial actions and check the data for any property at any time.

Proximity

Unlike some providers, we have a national network of over 40 offices which means we’re in close proximity to the properties we manage so we can respond quickly. 

This approach helps us significantly outperform the industry average for health and safety compliance across the portfolios we manage. 

Managing income and expenditure is a fundamental requirement for running an effective property management or estates management function.

Our property management service helps our clients collect income effectively and provides them with up-to-date and accurate management information.

Processes for effective property management

Robust rent collection and debt management processes are the cornerstones of a good property accounting function. We achieve excellent RICS audit results with 100% compliance.

We control the whole rent collection process, from the initial demand run to the receipt of the cash and daily transfer to our clients.

Every day, we complete rental income transfers, service charge expenditure management processes, credit control and data analysis. This means that arrears reports are up to date and we can identify issues early, enabling effective debt management on arrears the moment they become due.

All payments are made in line with contractual agreements. Payments are made electronically, with remittances being emailed, so we can deal with any queries immediately.

Management information at your fingertips

We can provide you with direct access to real time updates on your portfolio, so you have the up-to-date and accurate information that you need.

All accounting reporting requirements for income, service charges and VAT are analysed by our highly skilled client accountants and will be provided whenever you need them.

We integrate our IT platform with your systems to provide bespoke reporting and information when you want it, how you want it. Our team has worked extensively with all the leading property management systems, including PMA, MRI, Yardi and ECS. 

We manage 40,000 residential properties for landlords across the UK and Ireland. This provides us with unrivalled insight and knowledge when it comes to understanding what landlords require – value for money and a seamless service.

We are committed to sustainable solutions and ensure all initiatives are interwoven across all of our business activities.

Through responsible actions and behaviours, we work to make a positive contribution to the social, environmental and economic wellbeing of the wider community and environment in which we work, live and play.

We actively assist, support and implement our clients’ own sustainability strategies by building strong partnerships with both clients and suppliers, protecting and enhancing the natural environment, and operating ethically to the highest standards. 

Strong community partnerships are nurtured by continually engaging with business and community groups, as well as charities and worthy causes local to the properties we manage. 

We understand the responsibility that we have as a company to minimise our environmental impact through our own activities and those on behalf of  our clients. This commitment is particularly pertinent to our property and facilities management offering given the operational lifecycle of a building uses most energy. . To counter this, we e integrate sustainable practices every step of the way from supplier appointment to energy procurement and community engagement. 

We have extensive capability and experience, spanning the following:

• Environmental planning, policies, procedures
• Environmental impact assessments, compliance management, objective/target setting
• Building certification and regulatory reporting (EPC/DEC/MEES/CRC/GRESB/ESOS/Heat Network Regulations)
• Biodiversity, ecology management 
• Community and occupier engagement, and wellness programmes (FitWel Building  Assessment)
• Flood risk reporting and analysis
• Pollution prevention and control/air conditioning inspections
• Utilities management and monitoring (green energy purchasing/metering/consumption reduction targeting/smart building technology)
• Waste management and recycling programmes
• Supply chain management and procurement (sustainable fit outs)
•  Low carbon travel solutions

We are an active member of the Better Buildings Partnership and therefore at the forefront of sustainability management initiatives within the managing agents sector. Our sustainability solutions are core to our property management offering and are directly delivered by our trained teams and strategic consultant partners. 

Protecting the environment 

We aim to maintain and improve the natural environment in which we live, work and play. Governance controls are in place to ensure resources are managed wisely: 

• Strengthening relationships with waste removal providers to minimise waste to landfill
• Adopting ethical sourcing initiatives including the use of FSC timber
• Encouraging environmentally conscious and responsible behavior from all of employees, and our clients and suppliers. 
• Collection of waste and utility data in order to identify and implement improvements 

Enabling low carbon economy 

We continue to work towards minimising our carbon footprint so that, together with our clients and building occupiers, we become the lowest carbon producers in our sector.

With our innovative technology solutions, our clear leadership and determination, we continually demonstrate the possibilities and benefits of a   low-carbon economy. Successful projects we’ve delivered include:

• Rollout of Automatic Meter Reading (AMR) technology
• Implementation of Smart Building Technology (4D)
• Installation and management of electric vehicle charging points
•  Delivery of photovoltaic (PV) systems

Renewable energy

Many buildings offer an opportunity to support the transition from fossil fuels to renewable energy via the utilisation of unused space for renewable technology. Integrating renewables into a site reduces the carbon impact of a property, introduces a new income stream, and offers the opportunity for increased marketability and tenant engagement.

We have supported multiple renewable projects both on tenanted and untenanted properties from identification of the opportunity to managing the system once installed.