What does a Client Relationship Manager do?
Image: Jessica Rae, Client Relationship Manager.
Read how our Client Relationship Managers work with their clients to keep properties safe and well maintained.
Client Relationship Managers play a vital role in successful residential property management, keeping developments safe, well maintained and financially sustainable. At Charles White, all our developments have a dedicated Client Relationship Manager. They:
Are the key point of contact who prioritise establishing a good working relationship with homeowners
Respond to calls and emails
Visit clients on site
Carry out some of the site visits
Attend/chair AGMs
Provide updates via letter/client portal depending on client preference
We spoke to Jessica Rae, Client Relationship Manager in our Edinburgh office. She explains her role and how she takes the time to get to know the people behind the property so she can provide a personal service for her homeowners.
Can you explain what a Client Relationship Manager does in residential property management?
A Client Relationship Manager acts as the main link between homeowners and the property management team. Our role is to ensure developments are managed effectively, homeowners receive a high standard of service, and any issues are addressed promptly and professionally. We work closely with homeowners, contractors and colleagues to oversee everything from maintenance and budgeting to communication and long-term planning, helping communities protect and enhance their shared property.
How do you support homeowners in your managed developments?
Supporting homeowners starts with being accessible, responsive and proactive. We help owners navigate everything from day-to-day maintenance enquiries to larger projects affecting their development. We make ourselves available to meet clients development wide on a regular basis. We provide guidance on responsibilities, coordinate repairs, monitor contractor performance and ensure homeowners have the information they need to make informed decisions. Our aim is to make ownership easier by providing trusted professional support whenever it's needed.
How do you help homeowners set budgets, plan repairs and maintenance for their development?
Good planning is essential for maintaining a development and controlling costs. We work with homeowners to review anticipated expenditure, identify future repair requirements and agree realistic annual budgets. By carrying out regular site visits and monitoring the condition of common areas, we can identify issues early and help homeowners plan ahead rather than reacting to unexpected problems. This often allows developments to spread costs more effectively and maintain their property to a high standard.
What does good communication look like between a property factor and homeowners?
Good communication is clear, timely and transparent. Homeowners should understand what work is being carried out, why decisions are being made and how costs are being managed. Just as importantly, communication should be a two-way process. We encourage homeowners to ask questions, provide feedback and engage with the management of their development. Building strong relationships starts with listening as much as informing.
How do you make sure homeowners are kept informed about ongoing works or decisions affecting their development?
We use a range of communication methods, including emails, letters, notices and homeowner meetings where appropriate. For larger projects, we provide regular updates throughout the process, so homeowners understand progress, timescales and any challenges that arise. Our objective is to keep homeowners informed before they need to ask, so they always have visibility over works and decisions affecting their development.
How does trust and transparency shape the way you work with homeowners?
Trust is at the heart of successful property management. Homeowners are entrusting us with the care of their shared assets and their money, so transparency is essential. We provide clear information about costs, contracts, maintenance requirements and decisions that affect the development. By being honest, accountable and consistent in our approach, we build confidence and create positive long-term relationships with homeowners.
Can you share an example of how proactive client relationship management has helped improve a development?
One example involved identifying a pattern of recurring repairs that were leading to repeated costs and disruption for homeowners. Rather than continuing with reactive repairs, we worked with homeowners to investigate the underlying issue, obtain specialist advice and develop a long-term solution. By planning the project properly and keeping homeowners informed throughout, the development ultimately reduced future maintenance costs and improved the overall condition of the property. This demonstrates the value of taking a proactive approach rather than simply responding to problems as they arise.
What advice would you give to homeowners who want to get the best from their property factor?
My advice would be to stay engaged. Take the time to read communication, participate in consultations and ask questions if anything is unclear. Property management works best when there is a partnership between homeowners and their factor. Open communication, constructive feedback and a shared focus on maintaining the development will always lead to better outcomes for everyone involved.
A good Client Relationship Manager helps homeowners feel informed, supported and proud to live in their development. By combining regular communication, proactive maintenance and trusted professional guidance, our expert team supports homeowners to protect the long-term condition and value of their development.
About Charles White Limited
Based in Edinburgh and working across Scotland, Charles White Limited is one of Scotland’s oldest and most respected property management companies. We have been working in property across Scotland since 1840 and are a well-known, established name in residential property management. We offer an award-winning service built on experience, transparency and full compliance with Scottish regulations. From everyday tasks such as grounds maintenance to the full management of complex residential developments, we take a proactive, people-focused approach. We work hard to ensure our clients always feel informed through regular, clear communication and our commitment to transparent financial management.