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. When we are managing residents’ homes, we also need them to be confident they are getting value for money, and that relies on clear communication and transparency.  

How we procure services

Under our management contract, we are often responsible for procuring all services needed to make sure the homes we manage are safe and well-maintained, from regular cleaning to routine maintenance and critical repair work. FirstPort does not charge commission or receive any referral fees for work carried out by our appointed contractors. Our time and experience in procuring these services is included in our management fee. Learn more about our procurement process.

Cost of suppliers

As service charges have increased in recent years, we have also seen more queries about the costs of suppliers. In some cases, this can include homeowners suggesting local alternatives at lower prices.  

We will always act in the best interests of homeowners, taking a long-term view of risk and property value. Sometimes, choosing a supplier with the right accreditation and qualifications could cost more but it ensures the work is carried out safely and correctly.  

Framework suppliers are often preferred for higher-risk work. This could include working at height or conducting risk assessments on building equipment such as gates, lifts, and fire systems. This is because their documentation, accreditations and insurance will have been subject to regular checks by our procurement teams, confirming they are suitable and insured to complete these works and can resolve any issues that may arise. 

For some lower-risk trades, such as garden maintenance, cleaning or handyman works, it can be beneficial to approach a local supplier that is not on our framework, providing they meet FirstPort’s health and safety requirements.  

We welcome these requests, but we must make sure that all suppliers are qualified to complete work to the required standards. This is important to protect the interests of all parties associated with the property against risk.

Learn more about how we manage building insurance.

Our commitment to customers

We are implementing changes to improve how we procure and assess the quality of service delivered by our contractors. These include: 

1. Review and resolution

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Implementing new ways for customers to share feedback on completed works within our customer platform. Our customer support specialists will be working with the operators on the front line to ensure swifter review and resolution in the event there are works that need to be reviewed and potentially reopened. 

2. Focusing on our supply chain

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We are making sure we set and maintain high standards across our supply chain at both a national and localised level.

3. Improving our explanation of works

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We are focusing on the ways we communicate with residents about why work is being undertaken – clearly explaining the need for work to be done and why a particular supplier has been chosen. 

4. Providing greater transparency

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We explain to customers why we choose certain suppliers and how they offer good value for money. This is important in instances where customers have a preferred local supplier, but we opt for someone else for technical or safety reasons.