In a changing market environment, managing agents must be adaptable to meet the requirements of legislative bodies, government, clients and customers.

At FirstPort, we are committed to working closely with all our stakeholders to make sure we are at the forefront of positive change in our industry, underpinned by our key principles: collaboration, simplicity, clarity and consistency, to ensure we are delivering the best possible service for our customers and their communities. 

To do that, we’ve set out four areas of focus where we’re driving change and raising standards.

Service charges

We know service charges can be complex, and we’re working to make them easier to understand for our customers…

Learn more about service charges
Modern London apartment buildings and a central water feature.

Standards and quality

People rightly take pride in their homes and expect a high standard of service. That means keeping shared spaces clean and well-maintained, but also making sure properties are being cared for in the long term…

Learn more about our standards and quality
New homes with solar panels on roofs.

Procurement of services

We need to strike the right balance between keeping costs as low as possible for our residents, while making sure the quality of work is not compromised…

Learn more about our procurement
Architect using tablet on London construction site.

Transparency and accountability

Our customers rightly expect a seamless approach to communication. They want to be able to access information quickly online and have various options for contacting their managing agent… 

Learn more about the changes we’re making

How the market is changing

Systems of ownership and management responsibilities are rapidly changing in England, and this is set to accelerate further with new reforms being introduced by the Government, including measures to strengthen and encourage the adoption of commonhold. This is part of a wider trend towards greater resident involvement in making choices over how their homes are financially held and run.

The clear trend within both a commonhold or leasehold system is towards residential-led management, both making residents increasingly our direct clients. It is therefore within our commercial interest to ensure we provide a high-quality, competitively priced, service. 

To help make things clearer, we’ve outlined who is involved in the property management process to show the different parties that may be involved in the lease in and the common ownership and management models.

Our roadmap for change

Changes we’re making

  • 1. Moving our offshore customer call centre back to the UK
  • 2. Launching our customer listening programme
  • 3. Splitting our business structure into four UK regions to give residents better access to their local support teams
  • 4. Launching new welcome journey and collateral for new FirstPort customers
  • 5. Launching explainer collateral on various areas such as the service charge cycle
  • 6. Upskilling all operational staff to have a TPI Level 2 training accreditation
  • 7. Revising our cost estimates document format
  • 8. Launching a new repairs and maintenance case management process for improving efficiency and speed of resolution for customers
  • 9. Launching our service charge module for customers on My Home
  • 10. Optimising our desktop experience for customers on My Home

Quarterly Service Update – Quarter 2 2025

We’re pleased to introduce the first edition of our Quarterly Service Update, highlighting key service performance areas for our business, measuring the level and quality of service we provide for our customers…

Learn more
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