How do you keep a portfolio of properties, both commercial and retail, in good order, and indeed in working order, when life doesn’t come to a stop even at the weekends? For East Capital Real Estate, that means providing more than just a maintenance service: it means a partnership that can adapt, respond and reflect on things.
We talked to Anneli Mänd, East Capital Real Estate Regional Manager of Eastern Estonia properties, to gain an understanding of what makes long-term cooperation work and what role SOL Baltics plays in it.
Cooperation beyond the contract
East Capital Real Estate and SOL Baltics have been working together for more than a decade. During this time, other service providers have been tested, but in the end, the company came back to the partner it knew.
“We have tried others in the intervening years, but we realised that the old saying is true: new isn’t necessarily better,” Anneli admits.
SOL’s strength lies not only in the service it provides, but above all in its attitude. Flexibility and a willingness to find solutions – even in situations that are not clearly spelled out in the contract – are essential.
“SOL is one of the best partners you’ll ever have in terms of their willingness to work with you and come up with solutions,” Anneli adds. “They don’t get bogged down in what’s written in the contract.”
Speed counts – especially in unexpected situations
Unexpected situations are part and parcel of property maintenance, from minor issues to serious incidents. In such moments, reaction times are crucial.
“When needed, people can be brought to the site very quickly,” Anneli says. “You don’t always have to plan a week in advance: you get an immediate response.”
Over the years, there have been both flooding and sewerage problems that require prompt intervention. For example, in areas where Friday evenings mark the start of big weekends, problems can’t wait until Monday.
“There have been situations where there’s been so much water on the floor that it’s had to be removed using machinery,” Anneli reveals. “SOL has always been there to help get the situation under control.”
Cooperation honed over the years
Long-term partnerships mean that work processes evolve for the better over time, and East Capital Real Estate is no exception.
“Over the years, things have settled into place very nicely,” says Anneli. “Service as a whole has improved.”
One key change is that SOL no longer just acts on orders, but notices things and makes suggestions of its own.
“Today, they themselves offer to fix or clean up things, including stuff we don’t even necessarily notice ourselves,” Anneli confirms.
This is reflective of a partnership in which the service provider is not just a contractor, but an active contributor.
Communication that creates clarity
Good cooperation is based on clear and honest communication. East Capital Real Estate appreciates the fact that the SOL team never leaves questions up in the air.
“Rather than making vague promises, they’re honest about when something will be done,” Anneli says. “That reassures you that information is moving.”
Availability is also important, with the company responding rapidly when needed, whatever day of the week it happens to be.
“Real estate doesn’t operate on weekdays alone,” Anneli remarks. “Things can happen at the weekend as well, and you need a partner you know can deal with it.”
Digital solutions in everyday work
The companies also use digital tools to streamline and speed up processes. For example, orders and tasks are systematically routed through management software, reducing the volume of e-mails and making the flow of information more transparent.
This may not be a striking innovation, but in day-to-day work the impact is significant, requiring less manual work and producing more clarity.
Sustainability as a common thread
Environmental issues are important to East Capital Real Estate and are taken into account in both building development and day-to-day management.
“We’re gradually investing in energy efficiency in buildings, creating charging facilities for electric cars and sorting waste,” Anneli explains.
Recycling and the smart use of resources also form an important part of sustainability.
“We don’t throw anything away lightly,” Anneli adds. “Lots of materials and equipment are used again later.”
This approach requires the same mindset of their service partner.
A recommendation based on experience
Is SOL Baltics a partner the company recommends to others?
The answer is an unequivocal ‘yes’.
“I recommend all our long-term partners,” Anneli reveals, “SOL being very much one of them!”
Easy Life: when cooperation is cool, calm and collected
The partnership between East Capital Real Estate and SOL Baltics reflects the latter’s ‘Easy Life’ principle: that the service should work smoothly, reliably and unobtrusively.
At its best, cooperation should not entail things constantly being ‘fixed’, but a relationship where things simply work.
“If working together goes smoothly and calmly, and you’re not having to constantly intervene, that’s by far the best result,” Anneli notes. This is a partnership that will last.