How we work
Case Studies
We at TCML treat every building as a long-term investment as well as a home. We provide personal care to every client, alongside advice and support to ensure all properties meet their full potential now and in the future. We make proactive, responsive and accountable decisions and go the extra mile to ensure customer satisfaction. Check out our case studies to see how we help our clients. If you would like to see how we could help you, why not contact us today?
The Hermitage
Chester-Le-Street, Durham
A high-end building based in County Durham, managed by leaseholders with tenants who are clearly passionate about where they live. Before we were appointed as their managing agents, it turned out they were not receiving the level of service required.
Why Choose Us ?
"A true leader with a great front-line customer focused service. Sue, Peter, Joanne and the team are tremendous leaders in all aspects of their work, very approachable and forward thinking. Their experience makes him an ideal Block Manager with the ability communicate at all levels, priorities service excellence, integrity and affordability.”
- The Hermitage
Challenges & Solutions
Previous managing agent were incorrectly charging leaseholders
Did not comply with health and safety regulations
There was no line of communication for all complaints and general enquiries
We took hold on the reigns of the development and worked with everyone from top to bottom, including the directors, concierges and the maintenance staff.
We provided a professional approach carrying out all services, adhered to Health and Safety, arrangement of maintenance contracts, and most importantly visual building inspections.
We checked the maintenance services of the block and it’s now fulfilling its true potential with a group of happy and satisfied residents.
The Hermitage
Chester-Le-Street, Durham
A high-end building based in County Durham, managed by leaseholders with tenants who are clearly passionate about where they live. Before we were appointed as their managing agents, it turned out they were not receiving the level of service required.
Why Choose Us ?
"A true leader with a great front-line customer focused service. Sue, Peter, Joanne and the team are tremendous leaders in all aspects of their work, very approachable and forward thinking. Their experience makes him an ideal Block Manager with the ability communicate at all levels, priorities service excellence, integrity and affordability.”
- The Hermitage
Challenges & Solutions
Previous managing agent were incorrectly charging leaseholders
Did not comply with health and safety regulations
There was no line of communication for all complaints and general enquiries
We took hold on the reigns of the development and worked with everyone from top to bottom, including the directors, concierges and the maintenance staff.
We provided a professional approach carrying out all services, adhered to Health and Safety, arrangement of maintenance contracts, and most importantly visual building inspections.
We checked the maintenance services of the block and it’s now fulfilling its true potential with a group of happy and satisfied residents.
Wilton Castle
Wilton, Redcar
Wilton Castle is an early 19th century mansion built on the site of a medieval castle, now converted into luxury residential apartments situated at Wilton, Redcar. It is a grade II listed building.
Why Choose Us ?
“I have had regular contact with an officer of TCML who, amongst other matters, carries responsibility for the Wilton Estate and in whom I have found that person to be totally reliable in the advice and assistance provided. Additionally, I know that this person is available always in cases of emergency. Overall, I have found TCML is a committed organization able and willing to provide a good service and I would have no hesitation in recommending them to any organization with similar issues as presented by the Wilton Castle Estate”
- Mr. Tony Burnett, Director, Wilton Castle management company limited
Challenges & Solutions
Previous Managing agent did not prioritise any line of communication
All call outs were ignored to issues in the internal and external communal areas
The garden and communal areas was untidy with no maintenance or level of care
Jeopardising all transparency and code of conduct legislation
We made sure no stone went unturned with every aspect of the building by running and adhering to all health & safety regulations.
Visited the property at a regular cycle going the extra mile with a high level of customer service across all maintenance issues requiring attention.
Operated to comply relevant standards and code of practice across an independent complaint’s procedure.
Wilton Castle
Wilton, Redcar
Wilton Castle is an early 19th century mansion built on the site of a medieval castle, now converted into luxury residential apartments situated at Wilton, Redcar. It is a grade II listed building.
Why Choose Us ?
“I have had regular contact with an officer of TCML who, amongst other matters, carries responsibility for the Wilton Estate and in whom I have found that person to be totally reliable in the advice and assistance provided. Additionally, I know that this person is available always in cases of emergency. Overall, I have found TCML is a committed organization able and willing to provide a good service and I would have no hesitation in recommending them to any organization with similar issues as presented by the Wilton Castle Estate”
- Mr. Tony Burnett, Director, Wilton Castle management company limited
Challenges & Solutions
Previous Managing agent did not prioritise any line of communication
All call outs were ignored to issues in the internal and external communal areas
The garden and communal areas was untidy with no maintenance or level of care
Jeopardising all transparency and code of conduct legislation
We made sure no stone went unturned with every aspect of the building by running and adhering to all health & safety regulations.
Visited the property at a regular cycle going the extra mile with a high level of customer service across all maintenance issues requiring attention.
Operated to comply relevant standards and code of practice across an independent complaint’s procedure.
De Beauvoir Court
Northchurch Road, London
A defected lease countered with a numerous of major issues with their existing agent. We were appointed to apprehend the situation very quickly and establish a forward-thinking process.
Why Choose Us ?
“TCML have been managing our building for several years now. Their attention to detail and swiftness of action is exceptional. This combination with many years of experience has meant the building runs smoothly with a personal approach to management from Laura and her team.”
- De Beauvoir Court
Challenges & Solutions
Over charged insurance and service charges and the residents didn’t feel they were clearly explained.
All maintenance works were neglected including the communal area, gardening and general cleaning of the block
Residents were frustrated by a poor service with no transparency
Previous agent was not receptive to all calls and emails leading to a complete mistrust in the management regime
First objective was to rebuild trust as we knew with that it would be impossible to make long term progress. We immediately changed the lease reduced the charges.
Provided high quality day to day responsibilities for the management of the property attending the building on frequent occasions.
Building a solidarity relationship with the management company and still managing expectations over 3 years today.
Modified the cleaning, communal and gardening areas.
De Beauvoir Court
Northchurch Road, London
A defected lease countered with a numerous of major issues with their existing agent. We were appointed to apprehend the situation very quickly and establish a forward-thinking process.
Why Choose Us ?
“TCML have been managing our building for several years now. Their attention to detail and swiftness of action is exceptional. This combination with many years of experience has meant the building runs smoothly with a personal approach to management from Laura and her team.”
- De Beauvoir Court
Challenges & Solutions
Over charged insurance and service charges and the residents didn’t feel they were clearly explained.
All maintenance works were neglected including the communal area, gardening and general cleaning of the block
Residents were frustrated by a poor service with no transparency
Previous agent was not receptive to all calls and emails leading to a complete mistrust in the management regime
First objective was to rebuild trust as we knew with that it would be impossible to make long term progress. We immediately changed the lease reduced the charges.
Provided high quality day to day responsibilities for the management of the property attending the building on frequent occasions.
Building a solidarity relationship with the management company and still managing expectations over 3 years today.
Modified the cleaning, communal and gardening areas.
