When you come home each day, you might see someone in the reception area, notice that the communal areas are clean, or appreciate that a maintenance issue has been sorted. But have you ever wondered about the people behind these services?
On-site teams are the unsung heroes of residential property management. Whether they're concierges, security personnel, caretakers, cleaners, gardeners or building managers, these professionals are often the most visible part of how your development is managed. Not all estates have site-based teams. They're more common on larger developments. But where these teams are present, they're invaluable, playing a key role in keeping your building safe, well maintained and welcoming.
We spoke with two of our experts to find out what on-site work really involves, and how the role has evolved over the years.
Jason Allen has been working in on-site property management for over 20 years. He started as a mobile caretaker, working across three developments in the Cambridge area.
One of his first visits was to an estate that had previously received poor standards of maintenance. A resident approached him and made it clear they'd be watching closely to see if things improved.
"A resident approached me and essentially said that he'd be keeping a close eye on what I would be doing, as they had been paying for a service they weren't receiving. I wasn't deterred, and instead said 'that's fine, no problem, you should see an improvement'".
A few visits later, after a lot of hard work, the resident came back to speak with him. "I was offered a cup of tea. And I knew at that moment the tide was turning on their perception of the service. When the tea came, I said to them 'thank you. I can't stop, I'll take it with me'. Since then we get on well with the family".
This kind of dedication has stayed with Jason throughout his career. "Those visits in the early days stood me well for always managing a site as though we live there. It's the benchmark to hit at all estates and it felt good to deliver those standards".
The role of on-site teams has grown significantly over the years. Modern developments are more complex, with amenities ranging from leisure facilities and gyms to agile working spaces and entertainment areas. All of this requires skilled professionals to manage.
Jason Grieve, Estate Operations Director at Encore, explains: "Over the years site-based roles have evolved, commonly with the evolution of the porter and concierge roles. With ever increasing demands for safety, security and luxury these positions have continued to provide more and more services for their residents: whether that's with leisure facilities, agile working or entertaining spaces all requiring the on-site team to be ever more present".
Following legislative changes after the Grenfell Tower tragedy, on-site teams have also become central to building safety. "On-site concierge, porter and caretaking roles were often seen as a luxury in past years. Now, changes in safety regulations have seen the teams delivering statutory checks, moving them from value-added to cost-saving".
For Jason Allen, "growth and management" have been the two core ways the profession has changed. "Over the years, we have had to adapt. We've changed to ensure compliance in the service we deliver, and as Encore has grown we've had to make sure we're still delivering the high standard people expect. A strong company culture and good processes have been key to that".
But some things remain constant. "We've always worked towards meeting the highest of standards. So expectations haven't really changed in my experience. We still need to deliver a constant, reliable and quality service as residents expect".
The Covid-19 lockdowns brought new challenges, with residents at home much more and services under greater scrutiny. "We managed it appropriately, communicating with residents and ensuring services continued in a health and safety compliant manner".
Today, on-site teams come in all sizes. Some developments have a mobile caretaker who visits regularly. Others have small site-based teams of two or three people, right through to developments needing 10 to 20, or even more, on-site professionals.
These roles now offer genuine career development and progression. On-site team members can work towards professional qualifications and benefit from training and support in mapping out their career goals.
Jason Grieve explains: "Within Encore we take a great deal of pride in seeing our people progress within their careers. Whether they're obtaining vocational training or earning a promotion, supporting these aspirations is all part of our goal, and that goes for our on-site teams just as much as our estate management people".
Jason Allen's career demonstrates this progression. He went from mobile caretaker to Regional Operations Manager. Today, his role involves overseeing service standards, attending meetings with Estate Managers, resolving complaints swiftly, recruiting new team members, and reporting on performance while ensuring compliance.
"Van procurement has been an interesting learning curve, for example, and getting recruitment right has to be top of the agenda. But the reward is in seeing us deliver a service that we're proud of".
On-site teams play a vital role in creating a sense of community at the developments they look after.
Jason Grieve explains: "Concierge or security teams will see far more of our residents than anyone. For some, this could be their only interaction when they live alone, so developing and fostering community engagement is essential".
"On a more formal scale, and where applicable according to agreed, contracted services, managing agents will work on planned community engagement strategies. These can be quite low level where a concierge might arrange a book club, through to much larger events with summer parties, for example. This is relatively new in the industry, and all with one sole purpose: bringing the residents together and creating that real sense of community".
For Jason Allen, it's about being part of a company that values work-life balance. "The company has always been family-friendly, and as we've grown it has carried on with this ethos. It's good to know I'm with a company with strong roots, that looks out for its staff. And that, as site operations, we're a part of the strength behind Encore".
"The easiest question for me to answer is: 'what do you love about working in site operations and at Encore?' Because it's all about the people, and being part of a team".
Next time you see a member of the on-site team at your development, remember they're doing much more than you might realise. From ensuring your safety to maintaining the spaces you share, to helping build community connections, these professionals are working to make your development a place you're proud to call home. Their work combines practical skills with excellent customer service, problem-solving and genuine care for the communities they serve. It's a rewarding career for those who enjoy being part of a team and making a tangible difference to people's daily lives.
