Southbank Tower

Challenge

The client required a five-star front-of-house experience while improving the resident move-in process and defect management systems. With legal completions already taking place, operational processes and contractor coordination needed to be established quickly.

Response

Conductor expanded its role from marketing to lead Customer Care delivery. Working with SAY Property, we helped appoint and develop the front-of-house team and implemented structured resident move-in systems and defect management processes under the 'Consort 24' service brand.

Impact

Streamlined operations improved communication and efficiency, and systems allowed for snags and defects to be swiftly closed out. The enhanced front-of-house service elevated the resident experience and supported the scheme's reputation during ongoing sales, with The Telegraph recognising the concierge service as potentially 'the best in London.'