Case Study: Papermill Lock, Cambridgeshire

The estate enjoys a prime location adjacent to the serene Paxton Pits Nature Reserve and the River Great Ouse, offering residents with a picturesque location steeped in local heritage. The site itself was formerly home to the Samuel Jones Paper Mill, adding a unique historical touch to the development.

The site also encompasses two separate residential developments, both contributing to the upkeep of shared communal areas across the entire estate. Across the additional two developments we manage five apartment blocks, a lightning protection system, life safety systems on roofs, an underground water tank pump room and four passenger lifts.

Property Manager Louise Morris said: “When I first took on the Papermill Lock development, there were some immediate challenges, particularly with grounds maintenance and cleaning standards, which didn’t reflect the quality we aim to deliver. I put immediate steps in place to improve this. Papermill Lock is a stunning site with unique features, including a riverside setting, woodland areas, and a variety of building types, along with a large and active resident community.

“The size and complexity mean there’s always something happening, and I’m fully engaged with the residents, who appreciate my accessibility and visibility on site.

“I visit between once and three times a month, not just to monitor contractors, or major work projects underway but to be present and approachable, regularly meeting with residents to discuss what’s happening and discussing future plans and ideas.

“Since introducing new grounds contractors in March last year, residents have commented on the noticeable improvements. We also brought in a new cleaning team, which has received positive feedback from residents.”

What our residents think

Resident Daniel says:

“I am happy to say that my experience with FirstPort shows them to be conscientious, thorough and open in their communication.

“The standout has been our Property Manager Louise. She has managed multiple significant repair works to the roof and utilities, whilst also presiding over welcome improvements to the blocks like upgraded fibre internet and attractive plantings in the gardens.

“Most importantly, she treats us like human beings and goes the extra mile to make sure our voices are heard. It is not an understatement to say I feel fortunate to have her looking after us.”

Glen, who is also a resident at Papermill Lock, said:

“FirstPort took over the estate management of our apartment block from the predecessor company roughly five years ago. The previous regime had been far from efficient, and we knew next to nothing of FirstPort.

“However, following some changes in personnel and the repurposing of our estate in terms of services and suppliers, a stringent review of the service charge, as well as a more proactive and professional management approach, I can now say with confidence that the service provided by FirstPort is extremely efficient and much more cost-effective.

“I am delighted at the way the management has improved and our building is now run, mostly thanks to changes in the estate management team and would therefore now have no hesitation in recommending FirstPort as providing first-class block management services.”