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C&W provides branded Property and Estate Management solutions for Regent Street, London


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The Challenge

The Crown Estate wanted to select a manager for Regent Street who would reflect its brand values and would put customer service first within day to day delivery. Regent Street comprises some 140 properties, providing more than 3.5 million sq ft (376,000 sq m) of retail, offices, hotels and residential uses and is unique in the World by virtue of having a mile of contiguous retail frontage in single ownership.

The mandate requires services to be offered to a wide range of customers including over 750 direct contractual customers, occupational tenants under head leases, 11 million visitors to the street each year, and third parties including the Police, Westminster City Council and BID groups.


The Solution

Using a dedicated delivery model located on Regent Street, a team of 33 property managers, facilities managers, accountants, and direct marketers for small business leasing were assembled within 3 months. Our central Lease Advisory team undertake the rent review negotiations.

The team act solely on behalf of The Crown Estate and operate under the client’s own brand of Regent Street Direct. Whilst C&W may be the team’s employer and provide support platforms to the operation, the team think and behave as ambassadors of Regent Street Direct and interface with customers as Regent Street Direct, not C&W. There are no references to C&W on site, and lots of little touches like our people’s email addresses are all on brand in order to create a continuous customer experience.

Leadership, learning and development, talent management and team behaviours are all structured and vital components of this unique proposition.


The Results

C&W have held this prestigious appointment since 2003. Our customer service centric model has underpinned The Crown Estate’s B2B philosophy, and translates into Regent Street’s void rates, retention rates, income and ultimately value. It is a model that we are extremely proud of.

Contact

Richard Coleman

Communications Manager

Phone +44 203 296 4326

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