DTZ UK Property Management Services - Driving Value

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Property Management ServicesDriving value

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Our national structureMarket leaders in Property Management

9 UK cities

550 employees

1,700 commercial properties under management

9,000 tenancies

Administer £0.7bn per annum rent

£150m service charge: budgeted, tracked and reconciled

Typically collect 99% of all rent 7 days from quarter day

5m sq m under management

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Understanding your requirementsWhat you can expect from DTZ

• Focused on your needs

• Committed to empowering our people

• Consistently expert.

• Provide a dedicated team

• Deliver a tailored service

• Offer expert solutions.

• Brand enhancing service excellence

• Efficient control of income

• Audited, compliant solutions

• Sustainable partnerships

• Seamless on-boarding of your assets

• ‘Readiness for sale’ status at all times.

Our promise:We will:We are:

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Your strategy Your team Rapid response Due diligence

• Portfolio

• Asset

• Protection and performance.

• Integrated service, dedicated to you

• In collaboration

• Supporting your occupiers business.

• Single point of contact

• 24/7 support

• Access to full service specialists.

• On acquisition

• Mobilisation and implementation

• On sale.

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Property Management service lines

Estates Management

• Customer satisfaction• Lease compliance• Tenant requests• Service coordination• Property inspections• Business plans• Management reports• Asset enhancement• Service charge consultancy• Lease event diary• Research analysis• Development advice• Data management.

Financial Management

• Cash management• Supplier payments• VAT reports• Credit control• Debt control• Bought ledger• Lease data analysis• Cash flow forecast• Banking• Mobilisation team• Data management• System coordination.

Facilities Management

• Staff management• Front of house• Engineering coordination• Occupier engagement• Procurement• Contractor management• Performance management• Help desk• Inspections• Health and safety• Risk management• Audits• Budgets• Benchmarking• Variation forecasts• Project advice• Insurance services.

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BuildingConsultancy

• Building surveys• Cost consultancy• Space planning• Due diligence• Dilapidations• PPM advice• Capital allowances• Fit outs• Design work• Project management

Strategic Energy and Sustainability

• Energy/carbon reduction• Cost benefit analysis• Strategic portfolio advice• Pre-acquisition surveys• Renewable options• Investment appraisals• Sustainability audits• BREEAM, LEED and SKA• Environmental management systems• Advice on planning and construction• Compliance services• Green financing

The assistance,

communication and

flexibility on approach are

what makes DTZ stand out

from the competition. DTZ have

worked in partnership with Union

Investment over the last 20 years,

delivering consistent, high quality,

property management advice.

CLAUDIA EULZER | ASSET MANAGER

UNION INVESTMENT

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Superior customer experience

AssetThrough our experienced professionals and connected approach, we deliver a service that attracts new occupiers and retains existing customers to your asset.

Brand We are dedicated to the protection and enhancement of your brand. Whether it is your corporate brand or your trophy asset, we recognise that it is the finer details that will define your property, and distinguish it from the competition.

Ownership DTZ owns and self-delivers all aspects of the customer journey. By directly employing the building management team our clients benefit from a single cohesive approach, from front of house reception and concierge, to our technical engineers.

People We provide expert market knowledge with a strong awareness of client requirements to provide outstanding customer experience.

StrategyProven experience in future-proofing building design to ensure a workable solution is delivered at practical completion and beyond for all stakeholders. DTZ’s development consultancy team have provided market leading strategy advice to a diverse selection of UK building projects, including current and future iconic buildings, that are redefining our city landscape.

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Benefits to you

Dedicated account manager

Efficiencies from standardised reporting

Your brand and strategy delivered

Ownership of service provision

Savings from bulk procurement

Corporate social responsibility delivered

Managed risk compliance

Expert advice

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Our national management structure

Matthew Burnham ACCAHead of UK Property Management - London

• Business development• Providing clients with a

consistent and world class service delivery

• Building teams.

Jonathan Keeley MRICSSenior Director – London and South East

• 30 years property management experience

• International and cross border client expertise

• Management of landmark buildings.

Nick Ridley MRICSDirector – Midlands and South West


• International exposure to commercial real estate

• Specialist in management of large complex portfolios and pre-development consultancy.

John Downes MRICSSenior Director – North and Scotland

• 30 years’ + property management expertise

• National skills/Quality management

• Portfolios, shopping centres, LPA receiverships.

Catherine Lambert MRICSHead of Retail Management - London*

• Property, asset management, receiverships

• Chair of BCSC CEM Advisory Board

• Stakeholder member of British BID’s.

*As of 27 Aug 2015

Vaughan Taylor FRICS CBIFMHead of UK Facilities Management - London

• 30 years future proofing building design

• Business development and contract management

• RICS Approved Assessor of Professional Competence.

Richard Wilson MIMechE, CEng, FBIFMHead of Support Services

• Chartered Engineer with 10 years Industrial experience

• Over 20 year experience in Facilities Management

• Broad board level experience in property industry.

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Our specialists

Ryan PerrymanTechnology

• Client systems and reports

• Management intelligence• Innovation.

Charlotte Crawley Customer Relationship Manager

• Occupier engagement• Customer service –

World Host Accredited• Community Team.

Claire Huffman Procurement & Contract Management

• Pricing review and tender• Accredited Suppliers• Standard KPI’s and

SLA’s.

Matthew Garwood Health & Safety

• Major Incident management

• Security Improvements Audits (NATSCO)

• Compliance.

Alan SomervilleSustainability & Energy

• Occupier engagement• ISO 14001, best practice,

compliance• Energy audits.

Tim Hallett MRICSDirector – DTZ Select


• Specialist in the central London office market

• Management of landmark buildings.

Raghu BhanooriHead of Quality Management

• Risk, compliance and audit professional

• Over 12 years experience working in leading real estate businesses and financial institutions.

Andy Knight FCADirector – Client Finance

• Financial Controls and Processes

• Service Charge Reconciliations

• RICS Compliance

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What our clients say

We are pleased to be working with DTZ on this Central London office portfolio. They bring a strong track record and will complement our own team’s commitment to enhancing value across the portfolio.

CLIVE CASTLE | TIAA HENDERSON REAL ESTATE

A&J Mucklow Group PLC are proud of their longstanding relationship with the DTZ Management Department who continue to provide exceptional service in the day to day handling of our extensive Midlands portfolio. In addition to being a well-resourced team they demonstrate a real understanding of our business and provide valuable support and sound advice when required.

JUSTIN PARKER | MANAGING DIRECTOR | A&J MUCKLOW GROUP PLC

We have been impressed with the level of professional service delivered by DTZ. The team have fully supported our management strategy for the scheme and ensured high levels of occupancy and tenant satisfaction, whilst driving a strong performance through commercialisation to enhance our asset performance.

GUY BEAUMONT | DEVELOPMENT & ASSET MANAGER, SOVEREIGN LAND LIMITED

I strongly believe that by working together this has strengthened the arrangements that are now being put in place for the benefit of all the occupants in the building.

SIMON BANKS | LLOYDS BANK CORPORATE MARKETS

DTZ Property Management consistently provide potential value added advice that can help inform our investment decisions.

DAVID HYLAND | DTZ INVESTMENT MANAGERS

We have all been extremely impressed with DTZ’s level of service which has exceeded expectations. You were praised unprompted by the tenants – which is fabulous.

GUY SOWDEN | CBRE GLOBAL INVESTORS ACTING ON BEHALF OF KWAP

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Case studies

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Case study: 10 Gresham Street

Background

• 260,000 sq ft premier office building

• 6 key occupiers, including Lloyds Banking Group.

Client’s challenge

DTZ’s appointment followed acquisition by client

• Dissatisfied occupiers

• Uncompetitive service charge

• Poor building identity, not befitting its status

• Poor tenant loyalty to building

DTZ Select | Office

DTZ solution

Following DTZ appointment we undertake

• Full FM strategy review

• Introduced DTZ front-of-house ‘World Host’ trained team

• Effective engagement with all occupiers, obtaining occupier by in to improvement plan

• Introduced daily bulletins, weekly one to one engagement, monthly occupier meetings

• Compiled key building information packs, incorporating PPM schedules, occupier guides, tenant handbooks, risk assessments, access to O&Ms

• Applied forensic approach to service charge budget creation and expenditure control

• Procurement team tendered all key service contracts on full output specifications

• Engineering and strategic energy team undertook a building audit to identify measurable energy reduction initiatives

• Introduced environment management system and successfully attained ISO 14001 accreditation.

Results achieved

The team introduced a transformational approach to service delivery.

Our passion to provide a superior customer experience ensured a renewed customer loyalty to this landmark building.

• By listening to occupiers and addressing their concerns we earned the trust of occupiers, to build lasting loyalty

• £1m savings following service contract retendering and strategic energy procurement

• Year on year budget savings

• We assisted our global occupiers to achieve their CSR objectives.A landmark building, located in the

heart of the banking district, extending over 9 floors.

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Case study: Canal and River Trust

Background

• 150,000sq.m

• 83 properties

• 500+ tenancies

• £16m rent roll

• £3m service charge.


• Canal and River Trust rely on their property portfolio to generate the annual revenue needed to maintain the canal network.

• A significant proportion of the estate is subject to listing and/or environmental constraints. The proximity to canals necessitates a comprehensive approach to environmental, health and safety management across all activities undertaken.

• As a charity they have strict financial reporting requirements and are accountable to their trustees as well as the public.

Portfolio management

DTZ solution

• A full Estates and Facilities Management service providing national co-ordination with locally based ‘day to day’ management.

• Centrally co-ordinated accounts with a dedicated account manager who oversees the provision of both the credit controller and service charge team.

• Maintenance of a portfolio database providing critical date management and reporting and driving efficient and early resolution of all lease events.

• The national team co-ordinates the use of other specialists, giving the benefit of a central point of contact but utilising local knowledge and expertise.

• Local Facilities Managers undertake preventative maintenance programmes and engage with the occupiers, leading to increased satisfaction and the retention of tenants.

• A full rating management and appeals service has been provided centrally co-ordinated to cover the whole portfolio and ensure efficient management of the client’s rates liability.

• 24/7 help desk facilities

Results achieved

• 40% reduction in 180+ day rent and service charge debt;

• 12.8% reduction in service charge levels;

• £50k p.a. reduction in client void service charge liabilities;

• £150k p.a. increase in portfolio rent roll

• Rent collection rates of 94% within 14 days and 98% within 28 days of due date;

• Tenure data validated/corrected for 500 leases;

• Full asset plans prepared for the top 25 properties.

The current appointment covers an enormously diverse range of properties, from Grade A London offices, leisure properties, through to industrial starter units and open storage alongside the UK canal network.

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Case study: Grand Arcade, Cambridge

Background

• 440,000 sq.ft.

• Footfall : 12 million


• To promote the Centre with only one third of units occupied at launch

• To establish the scheme as a new, existing retail offer for Cambridge

• To achieve a fully let scheme in a climate of financial hardship

• To promote retailers trading at first floor level

Shopping centre

DTZ solution

• A significant marketing campaign was required to position and promote the Grand Arcade to establish the scheme as a key regional offer and an aspirational retail destination for Cambridge and the wider catchment area

• A Marketing Manager was employed at the Centre, to work alongside external marketing consultants.

• DTZ’s Building consultancy has implemented a full PPM (property maintenance programme) for the scheme, which is reviewed annually

• DTZ’s Sustainability team has advised the clients in house Environmental Manager in the delivery of its responsible property investment strategy.

• DTZ property management is working closely with the client and its asset managers in the delivery of the successful asset management strategy for the scheme.

Results achieved

Grand Arcade is now fully let, incorporating premium brands such as Apple, Hollister, Radley, The White Company, Ted Baker, Kurt Geiger and Russell & Bromley.

• Increased year on year footfall

• 1st Floor footfall consistently over 40%

• Now key business stakeholder within Cambridge and the Cambridge Business Improvement District (BID)

• Winner of Gold ICSC Award 2010

• Energy survey driving cost savings for tenants

• Green Apple Award 2013

• Achieved competitive utilities pricing.

The Grand Arcade in Cambridge is a 440,000 sq ft retail scheme, comprising 58 units. The scheme opened in 2008 and is anchored by John Lewis.

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UK portfolio management

INVESTMENT MANAGER

On behalf TIAA Henderson Real Estate, DTZ manage a significant portfolio of Central London offices. The instruction comprises a portfolio of 30 premises totalling 1.5 million sq ft, £34m rent roll and a combined service charge of c.£12.5m per annum. The DTZ provide full estate, financial and facilities management services, incorporating technical services management, front of house services, customer engagement and energy and sustainability advice at property and fund level.

PENSION FUND MANAGER

DTZ Investment Management instructed DTZ NPM in 2010 across the full range of services to manage the £875m portfolio of SPF who are the Pension Fund of Glasgow City Council. The portfolio consists of 350 tenants nationwide consisting of offices, high street shops, Retail Parks, warehousing, leisure and a shopping centre with a rent roll of approximately £50m.

SELF INVESTED PERSONAL PENSION (SIPP) PORTFOLIO MANAGEMENT

DTZ’s dedicated SIPP property management specialists, with over 10 years experience in the sector, work with clients to help them manage and develop their SIPP property book. We currently manage over 900 properties in SIPPs and our volume landlord platform is built on the foundation of strong processes, systems and controls which enables a very efficient, cost effective and scalable service to be delivered.

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Central London office

GRESHAM STREETMain tenant: Lloyds PlcNIA: 22,000 sq mClient: KWAP

FURNESS HOUSEMain tenant: London Metal ExchangeNIA: 17,500 sq mClient: TIAA Henderson

FINSBURY SQUAREMain tenant: BloombergNIA: 10,650 sq mClient: Bloomberg

THE ROYAL EXCHANGEMain tenant: Keane International (UK) LtdNIA: 6,350 sq mClient: CGIS

BILLITER STREETMain tenant: London School of Business and FinanceNIA: 13,500 sq mClient: TIAA Henderson

GRACECHURCH STREETMain tenant: AllianzNIA: 12,000 sq mClient: KGAL

WESTFERRY HOUSEMain tenant: Morgan StanleyNIA: 16,000 sq mClient: Union Investment

QUEEN VICTORIA STREETMain tenant: Sumitomo Mitsui Banking CorpNIA: 8,360 sq mClient: SGRF

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Industrial/Logistics management

DISCRETIONARY MANDATE

We have managed since 1995 providing property, facilities, asset and investment managed advice for 51 properties across the UK. Under our stewardship of the portfolio the property has been the best performing pension fund in IPD over both a three year and 10 year time frame.

INDUSTRIAL/LOGISTICS PORTFOLIO

We have provided a property management and facilities management service to Mucklow since the 1960s. Their predominantly industrial/logistics stock comprises over 2.5 million sq ft of space and the multi-let estates are managed by DTZ to a very high standard.

LPA RECEIVERSHIP PORTFOLIO

DTZ manage a portfolio of 24 properties across the Northern regions providing property, facilities, asset and investment management advice. The portfolio was primarily mixed use industrial, logistic and office in excess of 5.5 million sq ft. Annual rent roll of nearly £20m and £2m of annual service charge collection.

DTZ UK Property Management Services - Driving Value

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