Our mission

  • Pro­actively increasing property performance through improved occupier satisfaction

Welcome to the RealService Best Practice Group

GVA 1RSBPG is the only industry group dedicated to improving customer service to occupiers and demonstrating the link between top quality property management and property performance.

It is made up of many of the UK’s most dynamic and far-sighted property owners, fund managers and property management companies who have a shared passion for the role that customer service will play in shaping the future of the property industry.

Read more >

First property industry summer school on customer experience

Professor Paul Jennings, shortlisted for November’s prestigious Times Higher Education Awards (THES) 2016, was among a host of inspirational speakers at the property industry’s first conference dedicated to the theme of customer experience. Read more >

Dr Danielle Sanderson – Launch of PhD research findings

Launch of PhD research findings demonstrating the quantifiable link between customer satisfaction and property performance. Read more >

Join us at the Experience Makers

RealService Best Practice Group would like to invite you to  The Experience Makers –
the first summer school dedicated to customer experience in real estate

Wednesday 21 September – Thursday 22 September – University of Warwick.

  • On Day One, we will journey through the evolution of customer service to customer experience and beyond, looking in more detail at the concept of experiential engineering of products and environments.
  • On Day Two, see and hear from the experience makers themselves, inspirational people creating memorable customer experiences.

RealService Best Practice Group non-member ticket price: £500+VAT (includes all conference sessions, best practice visits, and meals; delegates book own overnight accommodation and travel to and from the conference).
“The summer school is invaluable, especially the site tours to see best practice being put to the test!” Iain Taylor, Northwood Regional UK
“A fantastic opportunity to share ideas with other industry leaders” Laura Townsend, Derwent London

Take a look at the full programme, speaker profiles and booking process at  http://www.experience-makers.com/

RealService Best Practice Group Media Release 29th June 2016

Top property management talent celebrated for creating outstanding customer experiences

 Last night, over 100 leading investors, owners and property managers in the real estate sector gathered at the Westminster Boating Base to recognise outstanding best practice in customer experience at the RealService Best Practice Group (RSBPG) awards dinner.

An unprecedented number of entries of exceptional quality were received from across the property industry this year, with 12 unveiled as winners. Created by the RSBPG, the awards showcase individuals and teams making a big impact in customer experience in the property industry across seven categories. Award winners and commendations were selected by an independent panel of industry representatives and presented by hosts Louise Freethy and Howard Morgan of the RSBPG. Read more >

Categories for Annual Awards Dinner – Westminster Boating Base – 28 June 2016

Nominations should be received by 31 May 2016

Building Manager/Front of House Service Award 
This award recognises the individual or team who is responsible for delivering a fantastic customer experience on a day to day basis on site. It can include individual building managers, facilities managers, front desk staff, security staff, etc. or a whole team. The winner/s of this award will be a person or team who continues to go out of their way, on a daily basis, to deliver an outstanding customer experience every time.

This category has been changed to include nominations for individuals and teams as we understand that it may be a team effort that leads to an outstanding customer experience.

Customer Experience Professional
This award recognises the individual that is making a big impact on real estate customer experience in the industry or their own organisation. Customer experience is a critical skill in our industry and the winner of this award will have demonstrated an ongoing passion and commitment to delivering an outstanding customer experience as well as encouraging others to do the same.

Property Manager of the Year
This award recognises individual excellence in customer focused property management and includes roles such as property manager, centre director, building manager and customer relations manager. The winner of this award will be someone who has promoted customer experience values whilst delivering an excellent service.

Leadership Award (CEO, chief operating officer, finance director, other director, partner or senior manager)
This award recognises the importance of visible leadership and acknowledges the senior individual who has done the most to champion customer experience in their organisation. Excellent leadership can take many forms, but the winner of this award will be known and recognised for their own unique brand of leadership.

Lifetime Achievement/Top Performer Award
Nominated by the membership and decided by the Steering Group, this award recognises the individual who throughout their career has made outstanding contributions to the industry. It recognises the individual’s long term impact on the way people think about and operate within the property industry.

Supplier Award
This award recognises a supplier who has shown excellence in building relationships and delivering on these to fulfil a fantastic customer experience. A supplier can be nominated for work on a short or long term project that has enhanced the organisation’s ability to deliver its mission.

Innovation Award
This award recognises an individual who has embraced innovation in delivering their role. Innovation is frequently used term in our industry now, but the winner of this award will have driven forward an innovative new project, process or initiative with outstanding result

To join the process to make a nomination please email siwan.little@real-service.co.uk


Best Practice in IT and Client Portal

Workshop: Best Practice in IT and Client Portal

Wednesday 23 March, 13.30-15.30

Venue: Lambert Smith Hampton, United Kingdom House, 180 Oxford Street, London W1D 1NN

With 99% of 16-24 year olds now regularly using the internet and 97% using it to buy goods and services, expectations for service quality are now being set by companies like Amazon, Apple and Netflix. How will this translate into what customers look for from their landlords in terms of channels for communication, responsiveness and service quality?
This workshop style event will pose key questions to understand the changing nature of customer expectations.

• What is important to ‘Generation Rent’ when looking for a new home?
• How can a landlord build a relationship with ‘Generation Rent’?
• What will be the changing demands from Commercial Landlords?
• What’s in it for the landlord?

The presenters will share insights and offer some solutions, including a demonstration of Engage, a resident portal designed with ‘Generation Rent’ in mind, which has been deployed to developments such as the East Village of Queen Elizabeth Olympic Park and Soho Housing.

Presented by Mitesh Patel, Managing Director and Peter Watson, COO of Fifosys, bringing enterprise level solutions to mid-market and growing businesses, providing a business-centric approach to IT.

Please email siwan.little@real-service.co.uk or april.davies@real-service.co.uk or book your place at the workshop via the website

SCCI Workshop – 24 February 2016

Please click on the link below to see the findings from the workshop hosted by Lambert Smith Hampton.

SCCI Workshop Outcomes Feb 2016 

Latest from RSBPG Steering Group

Dear members

We are well into 2016 and I hope everyone’s New Year’s resolutions are holding strong. The property business seems as busy as ever, I hope you all have a productive and fruitful 2016, whatever the economy or government throw at us. I would like to think that the members of RealService Best Practice Group (RSBPG) go one better than survival or growth, but also lead the way in developing excellence in customer service and customer experience. It is through work in this area that our businesses will thrive and prosper, even in hard times. Read more >

RSBPG Provisional Event Dates 2016

Please save these dates, we will confirm details nearer the time.


Forthcoming events 2016

February 2016 Event:  SCCI Workshop
Wednesday 24 February 2016


Venue:  Lambert Smith Hampton –United Kingdom House, 180 Oxford Street, London W1D 1NN


March 2016 Event:  Best Practice in IT and Client Portal
Wednesday 23  March 2016


Venue:  Lambert Smith Hampton –United Kingdom House, 180 Oxford Street, London W1D 1NN


May 2016 Event:  Sustainability in an urban environment
Tuesday 24 May 2016 Venue: Air Street & Swallow Street

Wednesday 25 May 2016


Suppliers Breakfast Venue Aspen, Plantation Place, 30 Fenchurch Street EC3M 3BD

June 2016 Event:  Awards Dinner with guest Speaker
Tuesday 28 June 2015


Venue – Westminster Boating Base   Black Tie


September 2016 Event:  Study Tour/Summer School
Weds 21 – Thurs 22 September 2016

Day 1: 09.00-17.00 21/09/16

Day 2: 09.00-16.30 22/09/16

Venue – Warwick University Conference Centre CV4 7AL

A World of Customer Experience

Posted on January 6, 2016 by RealService

The RealService team is back from festive breaks in all corners of the world. We have been sharing our travel experiences – good and bad – and relating these to the challenges facing the property industry in the year ahead. Read more >

Christmas Message from our Chairman

Dear Members

Joe as SantaWith the season’s festivities fast approaching, now seemed an opportune moment to drop you a line reflecting on the year passed and the one to come.

The Real Service Best Practice Group hit the age of 11 in 2015 and what a year it has been. Among the highlights was another fantastic Summer School, which is becoming something of a tradition for excellence, innovation and learning and the Awards Ceremony in celebration of our members’ achievements on what was the hottest day of the year! Read more >

Diversity & Wellbeing Event – 18th November 2015

Diversity & Wellbeing, a topic that’s top of the workplace agenda, was the theme of the latest RSBPG event, attended by representatives of 26 member organisations at British Land. Read more >

RealService Best Practice Group Summer School 2015

‘Closing the gap’ emerged as common theme during the two-day RealService Best Practice Group Summer School 2015. Read more >

Howard Morgan reflects on BCO “Building Performance” research findings

A new British Council for Offices (BCO) report, ‘Building performance – Rethinking the relationship between owners, managers and occupiers’ highlights how the UK office industry is perceived to be ‘lagging behind’ in the customer-service revolution.

Howard Morgan - Head and shoulders

The report’s author Howard Morgan, founder and MD of RealService, looks at why customer satisfaction levels are as low as 1 in 5 and suggests ways the industry can improve the customer experience.      Read more >

RSBPG Summer School 2015

The programme for the forthcoming Summer School is now available to view via the RSBPG website. Please click on the Events List.

RSBPG Results & Awards 2015

Feeling hot hot hot…at RSBPG Results & Awards Conference 2015

Joe with certificates 3Despite 1st July being the hottest July day for nine years, 51 RealService Best Practice Group (RSBPG) members hot footed it to Century Club on Shaftesbury Avenue for the 2015 Results & Awards Conference.

Our chairman Joe Chambers kicked off with a round-up of the year’s highlights, financial overview and news of the PhD sponsorship, now in its closing stages. Read more >

Visit to Overbury – 24th March 2015

Blog – Visit to Overbury – 24th March 2015

Howard welcomed members Group to Overbury’s offices in the West End and introduced Rob Phillips, Customer Experience Manager, Overbury. Rob shared Overbury’s view of what makes a “Perfect Delivery” project and their customer experience strategy. Rob explained the background of the Morgan Sindall Group which undertakes work comprising of schools, large new build projects, social housing, infra-structure projects, roads and tunnels. Their portfolio also includes mixed use developments of urban regeneration, for example, Lewisham Gateway. Overbury are a branch of this group with their main projects ranging between £100K and £100m. Overbury concentrate on commercial office fit-out for a wide range of clients including The BBC; National Grid; Universities and Banks. Overbury currently has around 640 members of staff split into six regional teams. Read more >

Save The Date – Wednesday 1st July 2015 – RSBPG Results Conference


RSBPGlogo 45mm

Please save the date for our Annual Results Conference:

Date: Wednesday, 1st July 2015

Time:  Results Conference 15.30 – 17.30 followed by cocktails

Venue for Results Conference:  The Hub, 10 Heddon Street, London W1B 4BX

Venue for cocktails following Results Conference – to be confirmed

An invitation will be sent once the venue for cocktails has been confirmed but you can reserve your place now by emailing april.davies@real-service.co.uk/siwan.little@real-service.co.uk

Thank you


Visit to The Ethical Property Company – 24th February 2015

The Foundry 2Twenty one RSBPG members attended our latest event which was a visit to The Ethical Property Company located in SE11 operating from an impressively renovated foundry building.

Susan Ralphs, Managing Director, The Ethical Property Company welcomed the group and gave a brief history of the company and explained how Ethical Property operates a leading social business that successfully owns, operates and develops commercial property for social benefit. Read more >

2015 Summer School

Save the Date! RSBPG Summer School is back!

Following the success of the RSBPG summer school last year, we will be holding the event again this year at the Henley Business School.

When: 09.00 Wednesday 30th September – 16.00 Thursday 1st October 2015

Venue: Henley Greenlands, Henley-on-Thames, Oxfordshire RG9 3AU http://www.henleyconferences.co.uk 

Read more >

Visit to The Leadenhall Building – 15th January 2015

View of Leadenhall buildingTwenty two delegates attended the RealService Best Practice Group visit to The Leadenhall Building, owned by British Land and Oxford Properties and managed by Broadgate Estates on 15th January 2015. The following member organisations were represented: British Land, Derwent London, EMCOR, DTZ, GVA, Lambert Smith Hampton, M&G Real Estate, Northwood Investors, Regent Street Management Direct, Soho Housing, STOW, The Portman Estate and TfL.

Read more >

New Year message from our Chairman

JC Speech

Dear All

Happy New Year from me and all of the Realservice Best Practice Steering group. I hope you all had a lovely Christmas with a good break and time with loved ones, just as I did, which makes us all terribly grateful to be back in the fray! Just kidding!! Read more >

Social Media Event Part 2 – 27th November 2014

Part 2 of RealService Best Practice Group’s Social Media event took place on 27th November, kindly hosted by Tim Stephen, Director GVA at their West End offices. Twenty five RSBPG members attended.

Tim kicked off the event by welcoming members and revealing some remarkable facts; smartphone users worldwide will total 1.75 billion in 2014 and Facebook currently has 1.23 billion active users. Tim confirmed how much the social media world has evolved since our last social media event in 2011 when most people viewed social media as a “fad for kids, rather than a real marketing tool”. Read more >

RSBPG Summer School, September 2014 – Day 2

Following on from our previous blog, Day 2 of the RealService Best Practice Group Summer School commenced with Session 6: Property Management Service- Who Pays, Who Gains? – Paul Harding, Howard Morgan, John Gray and David Woodman Read more >

RSBPG Summer School, September 2014 – Day 1

The first RealService Best Practice Group Summer School took place over two days at the beautiful setting of Henley Business School’s Greenland Campus which was attended by 42 RSBPG members and seven guest speakers from speakers both within and outside the property industry. Throughout the two days we listened and engaged in seven sessions on varying themes but with the underlying focus on increasing occupier satisfaction. Read more >

RSBPG Visit to Gunwharf Quays – Tuesday 15th July 2014

On Tuesday 15th July RSBPG members visited the Land Securities prestigious site of Gunwharf Quays in Portsmouth.

We were warmly welcomed by the Land Securities team, Mike Davidson, Colin Wilding, Sean Sweeney, Jay Wood, and Clare Little, who delivered several presentations focussing on the many elements which contribute to the success of this mixed use environment. Read more >

Joe’s Vision

No doubt you are already aware that  Joe Chambers, CEO of Soho Housing, is our recently elected chairman.  We thought you may like to know more about Joe and his plans for the group.

Joe has taken over the chairmanship from Paul Harding, GVA, who was been at the helm for three years.  We would like to thank Paul for his dedication and energy in driving the group forwards to deliver on its mission using his own brand of humour and good grace.

Read more >

RealService Best Practice Group Results Conference 2014

On Tuesday 24th June 2014, RealService Best Practice Group held their Annual Results Conference, which was kindly hosted by GVA.

The event was well attended by the Members.   Louise Freethy gave an update of the year’s events and results of the three indices, Customer Satisfaction Index, Service Charge Compliance Index and Best Practice Index.  Chris Oppe, Service Charge consultant who carried out the verification process for the Service Change Compliance Index explained how the results for the index were reached. Read more >

RealService Best Practice Group 10th Anniversary Awards Dinner

Property’s staunchest customer service enthusiasts gathered at Skinners’ Hall in the City for the RealService Best Practice Group’s 10thAnniversary Awards Dinner on 17th June. Read more >

Danielle approaches the end of her 2nd year as a PhD student

I am approaching the end of the second year of my PhD, and want to update RSBPG members on my progress. Unfortunately I won’t be able to attend this year’s Results Conference as I will be in Bucharest for the European Real Estate Society Conference, where I will be presenting a paper on some of my findings to date. Read more >

Visit to Gunwharf Quays, Portsmouth – 15th July 2014

Land Securities Gunwharf Quays, Portsmouth – 15th July 2014

10.30 to 14.30 – Please allow extra time for shopping!

Main focus: Building on success – keeping all stakeholders engaged, happy and profitable in a mixed use environment.

If you have not already done so, please book your place via the RSBPG website www.rsbpg.com or email april.davies@real-service.co.uk

Visit to Get Living London



RSBPG were warmly welcomed by the staff at Get Living London.  Paul Harding, GVA greeted members who were able to make the journey to East Village for RSBPG’s first residential visit of the year. Paul introduced Derek Gorman, Chief Executive, Get Living London, who welcomed the group and gave a brief history of the Olympic Village. Read more >

2nd Customer Satisfaction Index (CSI) published

The Customer Satisfaction Index (CSI) is an index which enables members of the RSBPG to benchmark the results of their own Occupier/Customer Satisfaction Studies with other members.

The Index gives members a better understanding of how their customers’ satisfaction compares with that of their peers and of the drivers of customer satisfaction.

Twelve RSBPG members participated in the 2013 CSI Index, the results of which have just been published to individual members.

The total number of responses this year was 22,270 against 16,844 in 2012.


Dear Members


We are delighted to announce the appointment of the following members of the RealService Best Practice Steering group committee.

We would like to thank all the existing members who are standing down, Paul Harding, Lisa Riva, Tim Stephen and David Woodman from the committee for all their support and contribution to the group over the past two years. Read more >

MIPIM 2014

Lisa Riva, GVA would like to invite RSBPG Members to drinks at MIPIM 2014

Date:  Thursday, 13th March

Time:  15.30

Venue:  Ealing in London Stand within The London Pavilion, Stand No. Sun 01

RSVP april.davies@real-service.co.uk as soon as possible please

Are you going to MIPIM?

If you are Lisa Riva at GVA would like to invite you to join her at stand R31.30

For drinks on Thursday 13th March from 3.30pm

Please can you email siwan.little@real-service.co.uk if you would like to attend

Event – Get Living London

There has been such a fantastic response to the Get Living London residential event on Tuesday 18th March 2014,  it is now full.

Anniversary Awards Dinner


We are Ten Years Old!

We would like to invite you to our

Anniversary Awards Dinner

Tuesday 17th June 2014

6.30pm – 11.00pm

The Prestigious Skinners Halls – London


Pre-dinner drinks, live music

3 course dinner with wine

Awards evening with key speakers

Tickets £100 p/h – Tables of 10 available Dress: Black Tie

Please email Siwan.little@real-service.co.uk to book a place/table

RSBPG Event – hosted by TfL at The London Transport Museum – 6th February 2014

Image of London Transport MuseumDespite the tube strike and awful weather, RSBPG members turned out in force to attend the event being hosted by TfL at The London Transport Museum. Thirty one attendees from leading property owner and managing agent organisations arrived to hear the eagerly awaited speech by Vernon Everitt, Managing Director, Customer Experience, Marketing and Communications.

The London Transport Museum was the perfect venue to host an event with RSBPG members and approximately 60 TfL members of staff. Philip Aish, TfL, and Lisa Riva, Treasurer of RSBPG welcomed the group. Read more >

Nominations for the Steering Group

Nominations for the Steering Group are now closed.

Reminder – Nominations for the Steering Group

If you are interested in standing for a position on the Steering Group, the last date to submit your nomination is Friday 21st February 2014,  please contact louise.freethy@real-service.co.uk

Sustainability – its importance to owners and occupiers

PhD student Danielle Sanderson writes on Sustainability

Members of RSBPG will be aware that two of the criteria in the Service Strategy Building Block of the Best Practice Index relate to environmental commitment and environmental management, and there has been a lot of research during the past decade to see whether the theoretical advantages to occupier and owner of sustainability are being realised. Read more >

Chairman’s Christmas Message

Another year in the life of RSBPG is ending and I am delighted to say it gives us an opportunity to revel in the success of the past 12 months as well as look forward with great excitement and expectation to 2014 and particularly to celebrating our 10 year anniversary of spearheading the customer service revolution in the property management industry.

I would like to offer my thanks for all the contributions that everyone has made to our success this year. We have achieved more than ever before and have an incredibly motivated membership of 25, which includes welcoming 3 new members.

We have been travelling the country this year, twice to Leeds as well as a really rewarding and enjoyable annual study tour to Darlington and Scotland. In total we have had 12 networking events, workshops and master classes.

We have seen great customer service in practice across a number of industries and experienced first-hand the impact it can have on our own member organisations such as Broadgate Estates Regent’s Place, Land Securities Trinity Leeds and Brighton Marina together with the customer revolution at Gatwick airport.

The BPI portal has been updated for your benefit and the SCCI and CSI have more participants than ever.

None of this would have happened without the tireless efforts of our secretariat and executive so a big thank you to Howard, Louise, April, Andrea, Sue and Heather.

Neither would it have happened without the drive and ambition of our steering group and all of their determination to put customer service at the top of their organisation’s agenda.

So here’s to better economic conditions in 2014 in which RSBPG can flourish. There is no better time than our 10th anniversary to refresh our drive and ambition. With half of our steering group places up for re-election as well as the appointment of a new chair there is a great opportunity for everyone to become even more involved.

I welcome the reinvigoration that changes will bring as we embark upon the next exciting 10 year chapter in the development of the RealService Best Practice Group.

Until the New Year on behalf of the executive and the steering group I wish you a very restful and Happy Christmas and a prosperous and extremely customer focused New Year.

Paul Harding

Save the date – Tuesday 18th March 2014

Please save the date for RSBPG Residential visit:

Date: Tuesday, 18th March 2014
Time: 9.00 am until 12 noon
Venue: To be confirmed

Details to follow in the New Year.


RealService Best Practice Group

wish you a

Merry Christmas and a happy, healthy and  prosperous New Year!

Christmas image

First regional event of the RSBPG year – Trinity Leeds

Wednesday, 13th November 2013

Trinity Leeds Centre

Members of the RealService Best Practice Group travelled to Leeds for the first regional event of the RSBPG year. Trinity Leeds, owned by Land Securities, opened in March 2013 and the eagerly awaited Trinity Kitchen, a new concept in dining, was launched less than a month ago. Trinity Leeds is the only substantial shopping centre to open in the UK and arguably in Europe, in the past year. The Group were keen to learn how Land Securities has developed their occupier and consumer customer service strategies, how Trinity differs from other shopping centres, what was so different about Trinity Kitchen and how Trinity are using new technology within the Centre. Read more >

A Word from our PhD Student, Danielle Sanderson – what’s next?

This week I had confirmation that I have successfully completed the first year of my PhD, and my literature review and proposal have been approved. I am now officially registered to carry out my PhD research into whether treating tenants as valued customers affects the financial performance of commercial real estate. I have conducted a pilot study looking at the relationship between occupier satisfaction and measures of property performance such as total returns, income returns and occupancy rates. However, in order to get meaningful, statistically reliable findings I need a much larger sample of properties, and I have started discussing with owners the possibility of being allowed access to property performance data. Read more >

Service Encounters of the First Kind – By Howard Morgan, Founder & MD RealService

How often have you walked in off the street, without an appointment and experienced great customer service first time?

I’d like to tell you about three recent service encounters which involve attempts to buy a

1. New home

2. Car

3. Nursing home care for an elderly relative

Each are “big ticket” items with some important lessons for anyone involved with renting or selling property or providing a professional service. Read more >

PhD student Danielle Sanderson visits the farm!

Field Trip with Masters Students

Photo 3

A PhD encompasses more than simply researching and writing a thesis, and this week I had the chance to do something completely different. I accompanied a group of third year undergraduates and Masters Students from the School of Real Estate and Planning on a Field Trip.  The aspects of Real Estate we were learning about were, however, rather different from the aspects I am researching. The students were mainly specialising in Rural Estate Management, and on the trip we visited eight farms and an arboretum. The purpose was to learn about rural land management and diversification, and although I was mainly there as a helper, I found it fascinating and enlightening. Read more >

Results – Members Satisfaction Study 2013

We would like to thank members for participating in the 2013 Members Satisfaction Study. Please take a look at the results by clicking into the private members area of the website www.rsbpg.com. It is listed under “Presentations”.

RSBPG Annual Conference News

RSBPG members turned out in force for the Group’s 9th annual conference hosted by Lambert Smith Hampton at its Oxford Street offices.
More Group members than ever before, greater member participation, varied programme of monthly events, increased profile and launch of new Customer Satisfaction Index, were key themes of this year’s conference.
Group Chairman, Paul Harding (DTZ) opened by highlighting the Group’s growing and increasingly diverse membership, supported by an ‘active, enthusiastic and challenging ‘Steering Group’.







The key achievements of the last 12 months:

  • PHD sponsorship agreed and underway
  • The bar raised for the Best Practice Index (BPI)
  • Wide variety and interesting networking events, workshops and Study tour to Scotland
  • Service Charge Compliance Index (SCCI) continuing to gain importance
  • Setting of the next stages of the Group’s development
  • Launch of first Customer Satisfaction Index

Read more >

News from the RSBPG Study Tour

This year’s RSBPG Study Tour was attended by 18 members with the aim of focussing on best practice in customer service by visiting and learning from organisations from both inside and outside the property industry.

John Orchard, Director Marchday welcomed the group to Lingfield Point, Darlington with the focus being on sustainable development. Originally built as a Patons and Baldwins wool factory, Lingfield Point’s award winning space is home to some of the most significant businesses in the North East including Student Loans Company. Mark Cassidy, Head of Processing at SLC spoke about their office design and facilities management which promotes well-being and helps to create a calm feeling in a pressurised environment. Many examples of interesting sustainable initiatives were evident during a tour of Lingfield Point. Member feedback included:

“It was great to see such an innovative project which has been so successful despite launching during a recession. I will take away a lot of the quirky ideas, which will convert well to a retail environment”.

The next stop was Dalhousie Castle Hotel & Spa, Edinburgh which dates back to the 13th century and where the group were based for two days. The evening kicked off with a traditional piping of the haggis, a talk on customer service by Andrew, the steward, followed by a sumptuous Scottish Banquet. The day finished on a high with members having fun learning the Gay Gordons and Highland Fling with a local Ceilidh band and dancing company.

Read more >

News from the RSBPG and ATCM Joint Workshop

The first joint workshop to understand the customer agenda in creating successful town and city centres took place on the 24th April.

An historic coming together of leading town and city centre management professionals and Business Improvement Districts with major landlords, agents and investors revealed that greater understanding, better communication, more trust and transparency are crucial to achieving successful and thriving town centres.

The need for stronger leadership and greater understanding of best practice also emerged from the discussion between members of the Association of Town & City Centre Management (ATCM) and RealService Best Practice Group (RSBPG).

Read more >

Customer Satisfaction Workshop – 9th April 2013

The Workshop was hosted by Soho Housing and facilitated by Howard Morgan and Louise Freethy, RSBPG. Twelve RSBPG members were in attendance.

The aim of the Workshop was to see what members gained from the CSI 2012 Index and to look at the future to see how it can be progressed. The Group looked at why it is important to benchmark customer satisfaction, the methodology of the Index and the lessons learned by both the Secretariat and Members. Read more >

Letter from Hawaii

Danielle Sanderson, our PhD student now in her third term at Henley Business School  has just returned from a trip to Hawaii where she has been presenting her ideas to the American Real Estate Society Conference.

By way of background, Oxford graduate Danielle was last year awarded the three year PhD, sponsored by RealService together with The Lord Samuel Memorial Trust and RealService Best Practice Group (RSBPG). During the course of her Doctorate, Danielle will be exploring the link between customer service and property performance which will involve looking for hard objective and quantitative evidence and a clear business case for investing in customer service.

This entails Danielle getting out and about – and where better than Hawaii? Here’s her latest missive:

Read more >

Magic formula for Customer Service!

The event was hosted by The Portman Estate attracting 21 attendees. Howard Morgan and Louise Freethy facilitated the workshop.

Aim of workshop:

– To explore the meaning of customer service in a real estate context
– To review the current RSBPG mission statement:

“To actively improve service standards for occupiers through benchmarking and sharing best practice and To better understand the link between customer service and property performance”.

– Consider the revised mission statement which aims to help members to better understand the purpose of the Group:

RSBPG Mission Statement


– Explore challenges in your business

Read more >

News from the 2012 Annual Conference

Guest speakers Liz Peace and Graham Seaton called for shorter leases, improved property management and greater understanding of occupiers’ needs when they addressed the 2012 RSBPG annual conference in June.

BPF Chief Executive Liz spoke about the ‘common sense factor’ of good customer service, revealing that when a major landlord increased communication with its customers, lease renewals increased from 15% to 65%. “The Board of Directors were surprised, but it basically boiled down to incredible common sense,” said Liz.

Read more >

Fish and Frankfurters – reflections of an eventful year

It’s been an action-packed year for RSBPG members on the events front.

Sustainability was the theme of our first event, a tour of Central Saint Giles which is a dynamic mixed-use scheme in the heart of the West End.

Designed by renowned architect Renzo Piano, Central St Giles comprises 500,000 sq. ft. of office space, retail, restaurants, cafes and residential living.

Read more >

Lessons in timekeeping and customer service from Germany

… personal reflections on the RealService Best Practice Group Study tour – Berlin 10 and 11 May 2012

Why would you want to go to Germany to learn about customer service? A question that I was often asked before our tour.

Here are 10 good reasons for taking time out to see customer service with this fresh viewpoint:

Read more >

RSBPG to fund pioneering PhD project

RSBPG has agreed to part fund pioneering research to help the property industry better understand the link between customer service and property performance.

The other sponsors of the three-year PhD are the Lord Samuel of Wych Cross Memorial Trust Award and RealService Ltd.

Read more >

First impressions of Westfield Stratford


Dear Member

It was great to see so many of you at the best practice tour today. We hope that you gleaned nuggets of information that you can implement in your day to day business. If you didn’t or can’t remember them then here are our top 10. (Well 16 actually)

Read more >

RSBPG starts the year with a dose of team spirit

Firstly Happy New Year to all Real Service Best Practise Group Members!

We started the year with a real treat when Rob Richardson of Broadgate Estates presented his take on the relationship between ‘Leadership in an Olympic year’ and the opportunities that effective leadership brings in an Olympic sized recession.

It is fair to say that Rob, who is the captain of the Team GB sitting volleyball team, displayed some of the key attributes of leadership immediately. The balance between presence and modesty is hard to strike, but Rob managed this, giving us something that he himself is desperate to get his hands on… pure gold!

Read more >

What People Are Saying

“CoreNet endorses the RealService Best Practice Index which we view as a comprehensive and rigorous approach to driving improvements that will meet the needs of the occupier community.”

Alan Carswell
Corenet Global UK

“Being part of the RSBPG gives you a fantastic opportunity to share ideas with other industry leaders and gives you peace of mind that you are keeping up with your competitors.”

Laura Townsend
Property Management Team Leader, Derwent London

“There are many great benefits to being a member of the Real Service Best Practice Group. We have found benchmarking with other leading property organisations invaluable through the Best Practice Index and the results of our customer service surveys are included in our marketing campaigns to help win and retain occupiers. The events programme is also invaluable in seeing best practice put to the test!”

Iain Taylor
Asset Management, Northwood Investors

“The Group’s focus on measurement and transparency is helping occupiers make an informed decision about who they do business with.”

John Gray
Property Managers Association

“Being an active member of the RSBPG as the only property industry group which clarifies understanding, enables relevant industry discussion, supports sharing of best practices and delivers benchmarking is critical to ensuring we are at the forefront of Customer Experience and delivering a truly unique and beneficial service to our customers and clients.”

Charlotte Crawley
Cushman & Wakefield

“RSBPG is a glimpse into the future. Its customer service focus sets it apart from standard industry practice. With the pace of business and the demands of customers ever increasing, any forward thinking company needs to have the customer at the heart of their operation.”

Tim Stephen,
Empiric Student Property

“The on-going commitment of the RSBPG to service charge benchmarking should be welcomed by an industry looking to improve the quality of service to its customers.”

Paul Bagust

Events List

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