Welcome to Prime.
We are really looking forward to you being part of our team.
In our Welcome to Prime Playbook, we've tried to include as much information as we can about Prime, our team, our story and our way of doing things, with the aim of ensuring that your first few days with us make a positive impact.
Once you've read the book, if there's anything else that you need before you join, you can get in touch with your manager or Onboarding Buddy.
Our story
Stephen Wiles - Managing Director
We come from pretty humble beginnings, fuelled to get to where we are today by Steve - our Founder’s - determination to provide a better, more human-centred experience for our leaseholders. Listen to Steve’s origin story here...
Our story
Laura Jones - Director
Meet Laura, Director, and hear how Prime has grown and developed over the years...
Prime today
Fast forward to today and we are an award winning property management company.
Employing around 80 Primemates (this is our collective name for Prime team members) and managing over 600 sites around London and the Southeast.
We have 7 departments, please watch our short videos to learn more about each department.
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Property management
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Admin
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Accounts
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Legal & conveyancing
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Operations
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Major works
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Client relations
Get to know our Primemates
Property Management
Meet Emily and Vicky, Property Team Managers...
Get to know our Primemates
Administration
Meet Georgia, Administration Team Manager...
Get to know our Primemates
Accounts
Meet Jodie, Head of Accounts...
Get to know our Primemates
Legal
Meet Jade, Head of Legal...
Get to know our Primemates
Operations
Meet Molly, Head of Operations...
Get to know our Primemates
Major Works
Meet Kellan, Major Works Coordinator...
Get to know our Primemates
Client Relations
Meet Louise, Head of Client Relations...
Primemates
At Prime, although working as a team is so important we’ve given it its own value, we’re also interested in you as an individual.
So, on Waybook (our intranet site), next to each Primemate’s details, you’ll see their Conversation Starter and their Contribution Compass profile – the behavioural profiling tool that we use to help us to understand what each Primemate needs to be ‘in flow’ at work, i.e., working at their best.
During your first few days with us we’ll ask you to complete your Conversation Starter. Have a go at drafting your Conversation Starter before you join us. You can choose from the suggestions below or create your own. Then, as you meet people during your first few weeks, use their Conversation Starter to see what you have in common.
Ask me...
- ...what my superpower is
- ...how I like to communicate
- ...what I love talking about
- ...when I’m at my best
- ...what had a huge impact on me
- ...who I wanted to be when I was little
- ...what my mantra in life is
- ...what my hashtag would be
Our culture code
In 2023, we worked to discover and define our culture code - our purpose, values and vision.
Our culture code is there to keep us on track as a business. Our aim is to make sure that it plays out consistently in everything we do. Let's say it straight (that's one of our values descriptors by the way) though - this is a work in progress, and a continuous journey for all of us.
During your setting in period, some of our Values Ambassadors (more about our Values Ambassadors in a bit) will run a session with you to take you through our culture code in detail.
Our purpose
Why we get out of bed in the morning, beyond revenue generation.
For us, the ultimate reason that we do what we do is to deliver an outstanding, human-centered service. At Prime, we pride ourselves on the time and care that we put into the sites we look after and the relationships that we have with our leaseholders and site directors.
Now that we're clear on why we exist, we're also using the ethos of our purpose statement to hold us to account, testing every decision we make and everything we do against it to make sure that we’re putting people front and centre.
We exist to put life before lease.
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We care like a homeowner
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We think ahead
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We get stuff done
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We thrive together
Our values
How we show up every day
Our values are our guiding principles, underpinning everything we do. They describe what we stand for and the way we do things as a business, when we're operating at our best. Our values shape our culture.
Each value is important, but We care like a homeowner is our lead value, linking back to our purpose and the fact that we aim to deliver a stand-out service to clients by making sure that their properties are well maintained.
More detail on each value on the next screen...
Our values in detail
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We care like a home owner
- Show up all in
- Listen - understand each story
- Say it straight. Even when it’s hard
- Make a positive impact
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We think ahead
- Constantly question
- Innovate - find the ‘Prime’ way
- Work smarter. Not harder
- Try. Review. Evolve.
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We get stuff done
- Deliver solutions
- Acknowledge mistakes – learn from them
- Do what’s right. Not what’s easy
- Be responsive, proactive and transparent
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We thrive together
- Value each other
- Keep talking - every conversation counts
- Develop. Share knowledge and experience
- Respect. Support. Belong.
Our vision
Our ultimate goal
Our vision paints a picture of the end of our story, outlining what we're aiming for as a business. If we deliver our purpose, by living our values, we aim to achieve: Fair, safe, quality living for all.
That’s a big statement, isn’t it?! But remember, at Prime we do what’s right. Not what’s easy.
Fair, safe, quality living for all.
Our values in action
Our non-negotiables
At Prime, our values underpin how we think, act and work together. This document sets out the standards we hold ourselves to (our non-negotiables), defining the actions and behaviours expected from every Primemate, every day, in every role.
Our values ambassadors
Meet our ambassadors
Whilst we expect every Primemate to play their part in living and breathing our purpose, values and vision in everything they do, some of our Primemates have chosen to take a proactive role in championing them alongside their day job. These are our Values Ambassadors. Watch this video to find out more about what they do...
Your onboarding cohort
At Prime, we thrive together.
You may be joining us as part of a cohort— a group of new Primemates starting at the same time. This shared experience offers an immediate support network, encourages sharing knowledge sharing, and hopefully helps you feel a sense of belonging from day 1.
Your onboarding buddy
To help with settling in, and to provide a friendly face on day one, every new Primemate at Prime is paired up with an Onboarding Buddy.
Your Onboarding Buddy's details are in your Welcome to Prime email. They'll help you to get to grips with the way we do things at Prime, make sure that you get to know other people in the team and answer any questions you may have. They'll get in touch with you before your first day to say, "Hi," and they'll support you during your first week and beyond - helping you to find your way around the office, introducing you to people and checking in with you regularly. Remember, there's no such thing as a silly question as far your Onboarding Buddy's concerned.
Your induction and settling-in period
Your induction and settling-in period run concurrently.
Your settling-in period (traditionally known as probationary period) will typically last for six months. Your induction will be split into two parts. The first part will offer you intense support from your manager and other Primemates. The second part will be led by you and will last as long as you need.
Here is a roadmap of your 6-month induction and settling-in period.
Your induction
Find out more about your induction.
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At Prime we hire for attitude as well as skill, so the first part of your induction really leans into our We thrive together value.
On your first day, your manager will provide you with an induction plan, designed to provide you with the key things you will need to familiarise yourself with Prime, the Prime way and your role. Your induction plan will include (amongst other things):- Providing you with a clear induction plan, an understanding of our settling-in process and a clear set of settling-in goals
- Making sure you know your way around our office and facilities and have met lots of other Primemates
- Explaining how we are structured at Prime and provide a deeper dive into what we do as a company
- Time to really understand your role, our systems, processes and policies before you start to work independently.
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During the second part of your induction, we ask you to find the ‘Prime’ way, taking responsibility for the remainder of your induction. To do this, you'll need to show up all in to design your own induction, based on what you need to get up to speed, settle into life at Prime and contribute to us delivering Fair, safe, quality living for all. Don't worry, though, your manager and Onboarding buddy will still be on hand to share knowledge and experience, but you'll need to say it straight in terms of any support or advice that you need from them. During your Induction part 2 you will need to focus on:
- Achieving your settling-in goals
- Getting fully up to speed in your role
- Addressing any learning or knowledge gaps
- Living our purpose and values every day, and contributing to our vision
- Contributing in meetings
- Building great relationships (externally and internally).
Your settling-in period
Find out more about settling-in 121s and settling-in goals.
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You will have weekly settling-in 121s during months 1-2 and monthly settling-in 121s during months 3-6. Your first settling-in 121 will be scheduled for day 4 and will focus on agreeing your settling-in goals. Your final settling-in 121 will happen at the end of your sixth month with us and will confirm whether or not you’ve passed your settling-in period. With your manager’s support and guidance, most of our new Primemates pass, but if you don’t, we'll either:
- Extend your settling-in period, or
- Fail your settling-in period and end your employment with Prime.
We operate a ‘no surprises’ rule at Prime. So, if things aren’t going well, we’ll Say it straight, so that you have the time and support to improve. We'll provide you with a settling-in Google form to support you to prepare for each meeting and capture any feedback from your manager, so that you know exactly how you're doing.
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Your settling-in goals are used to support you to perform fully in your role, settle into your team and Prime life and to assess your performance in these areas. Your manager will work with you to make sure that your goals are carefully selected so that, by achieving them, you demonstrate that you:
- Fully understand the requirements of your role
Are contributing in your role and to your team - Have started to build good relationships with your key stakeholders (internally and externally)
- Understand and are playing out our purpose, values and vision day-to-day
- Have asked for, and completed, all training necessary for you to deliver your role.
If, at any point during your settling-in period, you’re struggling to complete your settling-in goals, or with any aspect of your role, please tell your manager without delay. They’ll then work with you to make a plan to support you. This may include extending your settling-in period.
- Fully understand the requirements of your role
Fresh-eyes feedback
At Prime, we aim to listen – understand each story.
So, during your onboarding and induction process you'll receive two short, fresh eyes feedback surveys that will give you the opportunity to say it straight. Our aim is that every new Primemate’s onboarding and induction makes a positive impact, so your answers to these surveys will help us to understand if we've achieved this and to deliver solutions if we haven't. You'll receive your first survey during your first few weeks and your second survey at the end of your first six months.
Property Management prep
Key things to know before you start
Let’s help you to be…proactive and to get ahead of the curve before your first day by sharing some bitesize knowledge on all things Property Management.
Key things to Know Before You Start
! IMPORTANT ! Nut allergy: Please be aware that some of our Primemates have a severe nut allergy. We are therefore a nut-free organisation.
Given that we like to hire people who constantly question, we tried to think ahead and provide as many answers as we can before your first day:
How do you get to the Bromley office?
Car: If you’re driving, we provide parking at The Glades shopping centre. Please let us know ahead of time if you will be driving, as we’ll need your vehicle registration number and the make, model and colour of your car to arrange parking for you. Top tip: Allow 10 minutes’ to park and walk to the office.
Train: If you’re travelling by train, our office is a few minutes walk from Bromley South train station.
Bus: If you’re coming by bus, there are lots of bus stops near us.
Cycle: Unfortunately we don’t have any onsite bike storage at
How do you get to the Hertfordshire office?
Car: Parking is limited, so if you're driving, please check with your manager in advance. If on-site parking isn’t available, we recommend parking at Campus West (AL8 6BX), less than a 5-minute walk from the office.
Train: If you’re travelling by train, our office isn’t far from Welwyn Garden City station.
Bus: If you’re coming by bus, we’re also near to the main bus station.
Top tip: Allow 10 minutes’ to walk to the office from both the train and bus station.
Cycle: There is a bike storage at the back of the building. This is for all companies in the building to use. The offices that we are in have a communal shower and changing room that you’ll be able to access.
What do Primemates do at lunchtime?
You’ll have an hour’s lunch break. It’s up to you whether you use this to have one midday break or (as long as you take one break of a minimum of 20 minutes) to take shorter breaks throughout the day. People who smoke tend to do this. Most of us go out to get lunch and bring it back to the office, or to go for a walk. There’s no pressure to eat in the office, but we do have space to do so if you’d like to.
We care: So that you have a proper break, we’d encourage you not to sit and eat at your desk.
What kitchen facilities are available in each office?
Both the Bromley and Welwyn office have a kitchen which includes a Nespresso coffee machine, a Hotel Chocolat machine, a kettle and a fridge. We provide milk, tea bags, coffee pods (including decaf) and hot chocolate sachets.
Do you have a dress code?
Most of us go casual unless we’re meeting clients, or doing site visits. Then, to make a positive impact, we dress more smartly.
During your first few days, have a look at our Dress guidelines on Waybook (our intranet) for more information.
Top tip: Make sure you have comfortable footwear as we often end up walking quite far when we’re out and about.
Do Primemates tend to stick to their contractual hours?
We’d really encourage you to stick to your contracted hours. Our four-day-week will become permanent, with those who are full-time taking every Monday or Friday off, once you have completed your settling-in period. This means that you’ll be working 8 hours less than your contracted time - don’t worry, we’ll still pay you for this. Some of our team tend to come in early or leave slightly later. During a particularly busy week, to keep on top of their workload, they’ll occasionally work for longer than 8 hours a day, so they can fully benefit from having a long weekend.
Heads up: We might need you to go to a client meeting outside of your working hours. If this happens, we’ll pay you overtime.
The 'Prime' Way of Working
Here’s some insight into our key Primemate Policies, which includes how we support flexible working.
In the spirit of putting life before lease, we promote a healthy balance between work and life in a number of different ways. During your first week, you will have the opportunity to find out more about about these:
Benefits and Perks
We hope that the benefits and perks we offer our Primemates support them to thrive.
Thriving Together
Let’s say it straight, working in property management can be demanding, so we try to offset this by using our team ‘social allowance’ to come together regularly to enjoy.
Enjoy...
- Quarterly team build events
- Deliveroo wednesdays
- Days/evenings out for selected top performers, e.g Wimbledon/concerts
- A Christmas party, jumper day and a small gift
- A summer gathering and sports day
- Charity support days
- TPI / awards event to say 'Attending TPI/industry awards or occasional contractor events
Primemates thriving together
Primemates thriving together
See you soon!
We hope that you've enjoyed reading our Welcome to Prime Playbook.
We hope that it's answered any questions that you may have had and alleviated any first day nerves. We look forward to seeing you on your first day.
Read how we’re creating fair, safe, quality living in the link below...