90 | PROPERTY Oxygen A breath of fresh air in the market Sue Russell Christian Casbolt, Chief Executive Officer of property management business Oxygen, says the company established like many such entities do, out of soaring demand for specialised property management services. “We were an adjunct to a real-estate business. This is going back at least 30 years ago, and over time, the rental portfolio grew steadily. Then in 2008, there was quite a significant acquisition of a rental portfolio from another business, and that really propelled the establishment of Oxygen as its own business,” Christian explains. Today, Oxygen has expanded well beyond those beginnings to employ sixty-five, of which over thirty are property managers based in its four offices in Wellington, Lower and Upper Hutt, and Hastings. “We have a strong and driven culture and very much a ‘can do’ attitude. Our motto ‘Lifting Property Performance’ is really something we live every day. I put this down to our success and the reputation we have gathered.” Oxygen services owners and tenants across commercial, residential, and body corporate sectors. And while there are legislated minimum standards and regulations the whole industry must work to, in the case of Oxygen, the benchmark has been set higher, as Christian explains. “We have developed our own guidelines informing the type and number of properties we manage. Ensuring a high level of maintenance with rental properties within our portfolio, for example, provides tenants confidence of good quality homes.” Christian has been leading Oxygen in his current role for six years and has worked in the service sector for many years before that. It means, now, as the company re-engages around its brand and focuses on its strategic future, he is putting energy into the fundamentals of providing an excellent customer experience. “I believe that Oxygen’s success comes down to personal accountability and our team individually taking ownership of their professionalism. This fits well with my aversion to autocratic management styles.” Getting feedback on their performance is also important. Oxygen utilises both the Net Promotor Score (NPS) system and independent consumer review platform Trustpilot. It enables Christian and the team to see what their clients think of their services and respond accordingly. Traditionally there has always been a strong focus on owners. However, Christian says equally the team have worked hard to ensure tenants are getting the best experience possible. “I wanted to ensure we were operating far above our competition. “We also have a specific team focussed on the body corporate sector, and working across the two regions as we do, with teams of locals who understand their market so well, puts us in a strong position.” Ensuring that training and systems are up to speed, given the enormous changes in legislation, impacting tenant rights, healthy homes, tax deductibility, to name a few, has been another focus. “It’s essential in this day and age that you know all the legal requirements and rights of tenants and property owners so you can deliver excellent service to both.” Christian contends that one of the biggest challenges within the industry is that it is still unregulated; anyone can set themselves up as a property manager, without necessarily meeting standards. As a member of the Real Estate Institute of New Zealand (REINZ), which represents a considerable number of property management entities, Christian says the organisation is exceptionally good at setting professional standards and providing advocacy and advisory services to its members. “They are the go-to organisation to represent the property management sector.” The company’s business development team has been significant in enabling growth. Acquisition of existing property management businesses has also been a part of the strategy to achieve this. Asked what he looks for in potential new team members Christian says it is all about a great attitude coupled with aptitude. “I’m always looking for a good cultural fit and whether they have had previous experience in customer service. We are looking for people who can handle the pressure; good generalists who have the interpersonal skills to thrive in this industry.” Oxygen has expanded well beyond those beginnings to employ sixty-five, of which over thirty are property managers based in its four offices in Wellington, Lower and Upper Hutt, and Hastings. Ph. 385 3410 PO Box 526, Wellington | adam@safepower.co.nz | www.safepower.co.nz Proud to work for Oxygen Property Management PLUMBING * GAS * DRAINAGE General Plumbing Maintenance Hot Water System Repairs (Electric/Gas) New Hot Water System Installs (Electric, Heat Pump, Gas) Drain Unblocking Drainage Repairs Gas Central Heating Servicing/Repairs Bathroom/Kitchen/Laundry Renovations E: o ce@jasonbrownplumbing.co.nz PLUMBING • GAS • DRAINAGE • General Plumbing Maintenance • Hot Water System Repairs (Electric/Gas) • NewHot Water System Installs (Electric, Heat Pump, Gas) • Drain Unblocking • Drainage Repairs • Gas Central Heating Servicing/Repairs • Bathroom/Kitchen/ Laundry Renovations office@jasonbrownplumbing.co.nz | www.jasonbrownplumbing.co.nz Ph. 04 5666 367 B&BYardMaintenance Ltd Proudly supporting OxygenPropertyManagement
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