12 June 2025
At The FirstPort Group, our move to a regionalised model is more than just a structural change — it’s a shift in how we deliver service, connect with customers, and empower our teams on the ground. We are now split into four dedicated regions, each led by an experienced Operations Director.
To understand the positive impact of the regionalisation, we spoke to Natalia, one of our Property Managers based in the South East region. Natalia shares how the new approach is shaping her day-to-day role and driving better outcomes for customers.
What has working in a more regionalised approach meant for your role as a Property Manager?
With the support of a local, easily accessible office and expanded departmental resources, my role has become much more efficient and customer focused. I’m now able to deliver a higher standard of service — and do so more quickly. The local structure really supports timely decision-making and hands-on problem solving.
How has your day-to-day work changed since regionalisation was implemented?
It’s allowed me to work more closely with colleagues across other departments. There’s a stronger sense of teamwork now, and we’re much more aligned in our communication with customers. Everyone is working toward the same goal of providing a seamless and consistent experience for homeowners.
Have you seen improvements in efficiency or service delivery since regionalisation?
Definitely. For example, we now work hand-in-hand with Customer Experience Specialists to deliver a high level of service. We also help develop their knowledge of the Property Manager role by encouraging and involving them in site visits to better understand our role and day-to-day operations. That sort of cross-department work wasn’t possible before, and it’s making a real difference to the service we offer customers.
How has regionalisation helped you better meet your customers’ needs?
The flexibility and responsiveness we now have is a major plus. I’m more available to customers both online and in person, which has allowed me to increase my on-site presence – something residents often highlight and really value.
What business benefits have you noticed — such as cost savings, faster resolution, or improved collaboration?
Having a centrally located office has made a big difference. We’ve reduced travel time and costs, which allows us to spend more time delivering service rather than commuting. We can also engage directly with other teams in person – this speeds up issue resolution and leads to better outcomes. Plus, our Customer Services team now operates with clear KPIs, which has helped streamline our support even further.
What challenges have you encountered in adapting to regionalisation — and how have you overcome them?
Like any change, regionalisation came with a learning curve. We’ve had new team members join in various departments, which meant adapting to different working styles and building new relationships. For instance, new Customer Support colleagues needed time to get familiar with our portfolios and understand our role. But we’re seeing great progress — the team now includes highly skilled specialists with strong local knowledge, and that’s already having a positive impact on how we support customers.
By working closer to the communities we serve, we’re seeing better collaboration, faster response times, and stronger relationships — both with our teams and with our customers.
Learn more about our residential property management services.
