The factor, which manages private residential developments nationwide, engaged a team of external consultants in August 2024 to assess its structure, systems and service delivery. The decision followed feedback from customers and a recognition that, after eight years of sustained growth, it was time to strengthen internal operations.

The first phase of change focused on the core property management team, which has now expanded from five to nine members of staff. The new structure sees the team grouped into three units, each responsible for a dedicated portfolio of properties. Every team includes a Senior Property Manager, Property Manager, and Assistant Property Manager, with roles clearly defined to improve accountability, communication and responsiveness.

Francesco Mele, 91BC’s longest-serving staff member, has been appointed director of operations as part of the leadership refresh. He will oversee the delivery service across all areas of the business. Francesco will be taking time to review the business and is expected to take up his new role in November 2025.

Francesco said: “This restructure is about doing right by our customers. We listened carefully to what homeowners were telling us, about communication, responsiveness, and consistency, and we’ve acted on it. With this new team model, every development has a clear point of contact, a support structure behind it, and a property manager who has the time to be on-site and truly engaged.

“Personally, I’m proud to step into the role of director of operations at such a pivotal time. My goal is to make sure our service is not only reliable but meeting the needs of the communities we serve.”

The new property management team includes:

• Jennifer Cumming – senior property manager
• Alec Cruden – senior property manager
• Gillian Law – senior property manager
• Chris Shearon – property manager
• Sophie Gray – property manager
• Ellis McGhie – property manager
• Erin Daly – assistant property manager
• Nathan Haggerty – assistant property manager
• Andrena Findlay – assistant property manager

Each portfolio will now be supported by a three-person team, with the senior property manager taking overall responsibility for the progression of works, quality of communications, and resolution of complaints.

The company believes this new model allows it to reduce the average number of properties per manager, ensuring more time can be spent at developments and engaging directly with homeowners.

Assistant and property managers will be primarily office-based, ensuring enquiries are handled efficiently and customers receive a consistent level of service.

91BC has also strengthened its senior leadership team with the appointment of a compliance manager, Susan Douglas, who will play a key role in maintaining regulatory standards and driving best practice across the company. The business is also in the final stages of appointing a new Head of Finance.

Francesco added: “This is simply about changing the way we work to become more transparent, more accessible, and more accountable. We’re building a business that can grow responsibly and keep delivering a service our customers can trust.”

91BC says further service improvements are planned in the months ahead, with a renewed focus on proactive maintenance, better communication tools, and meaningful engagement with resident groups.