92097_QPrint_PL_A4P_4pp_SW

HAVE WE GOT
MEWS FOR YOU

Your Marsh & Parsons street map
Furnished with information to help you navigate M&P

2

Welcome to Marsh & Parsons 5
17
Contents 25
A Journey Through Time 35
Culture and Values 37
People, Policies and Progression
Useful Contacts
Guide to London

3

Matching people with property in London for over 160 years.

A JOURNEY
THROUGH TIME

Message from Patrick Littlemore

As the CEO of Marsh & Parsons, I would like to
warmly welcome you into our business. Having
worked here since 2006, I can say with pride that it
is a wonderful business to be a part of.

Founded in 1856, M&P has been matching people
and property for over 160 years. From humble
beginnings in the Royal Borough when the City was
home to some 3 million people, we’ve developed
along with London, and its homes, throughout the
20th century. During my time here I have seen
Marsh & Parsons expand across London to build
upon these strong foundations and reach new
communities.

I am proud to say that this is a company filled with
helpful, energetic, proactive and scrupulous people
who make Marsh & Parsons what it is; a workplace
filled with both property professionals working hard
to ensure our business is as successful as possible
and people with high standards who want to work
for businesses with the same ethos, and that’s how
we are able to attract the kind of people we do.
Our goal is to ensure our workplace is inclusive,
celebratory and welcoming; I am pleased you have
become a part of it.

To all new starters I say this: with perseverance,
enthusiasm and dedication, you will fly during your
time here. You have an opportunity, in this brilliant
city, to be part of an industry that changes peoples’
lives. Good luck, I look forward to meeting you!

6

History of Marsh & Parsons

IN 31 60+
Awards
1856LONDON SINCE Offices
MARSH &
PARSONS

7

History of Marsh & Parsons

Located at 197 Kensington 1856 The firm expanded to include
High Street, now a busy 1969 branches in the famous
London areas of Notting Hill,
branch of Starbucks, William T Brook Green, Holland Park,
Marsh set up the original firm Chelsea, Bayswater and North
and traded as William Marsh. Kensington.

Peter Rollings and Liza-Jane 2005
Kelly acquired the firm jointly
with Irish estate agency group,

Sherry Fitzgerald. At the
time, Marsh & Parsons had 50
employees and seven branches,

all in close proximity.

By December, all Vanstons 2006 M&P acquired Vanstons, a
offices were rebranded as 2007 firm established in 1979 and
Marsh & Parsons and the expanded out of the Royal
firm moved to a new Head Borough of Kensington and
Chelsea to spread its wings
Office in Hammersmith. across the River Thames. Five
offices in Fulham, Battersea,
Clapham, Balham and Barnes
were added to the network.

2011 Marsh & Parsons was acquired
by LSL Property Services, one
Between 2007 and the of the UK’s leading residential
present day the company has property services companies.
The business continues to
continued to open branches operate as an independent
across the city, expanding branch within the LSL group.

further into North, West and
South London.

8

Brand Campaign

Matching people and property for over 160 years.
M&P’s Matching People and Property advertising defies the conventions of the
estate agency, clearly differentiating our brand from competitors. The essential
truth – Marsh & Parsons has been matching people and property for over 160 years
- is brought to life by ads which shows the people behind the property. Unlike other
estate agent advertising, the audience is trusted to be smart and savvy, to get the
joke and to feel rewarded because they do. The emotional connection made brings
to life the unique approach of Marsh & Parsons, creating stand out and brand fame.

9

Brand Campaign

10



Company Structure Today

CEO

Human Learning & Talent Fleet & Facilities
Resources Development Acquisition

LETTINGS

Accounts Renewals Property & Tenancy Corporate Client
Management Services Services

12

Marketing IT Finance Payroll

SALES

Office Support Land & New Homes
& Compliance

13

A Day in the Life at One of our Front Offices

Morning meeting
In our front offices we like to start the day with a motivational morning
meeting that gets us focused on the goals of the day. Topics could include:

• Stock
• Market Chat
• Hot Applicants
• Office Targets

Call out
9-11 is our call out slot. What do we focus on here? With excellent customer service
as a driver, we use this time to get in touch with our applicants and clients.
• Registering new applicants and clients
• Booking viewings and valuations
• Following up on viewings, valuations and enquires

What’s the difference between a client and an applicant?
A client is someone who instructs M&P to sell or let their property. Sales clients
are vendors and Lettings clients are landlords.
An applicant is someone who enquires at M&P so that we can find them a home
to buy or rent. Successful Lettings applicants become tenants.

Deal progression
Between Sales and Lettings this looks quite different!
In Lettings, the process from instructing a property to move-in
day for the tenants could be as short a time as 48 hours.
In Sales, this is a much lengthier process - often spanning months - which
involves working with solicitors, surveyors and other key stakeholders.
Setting time aside to ensure your documentation is in order is crucial, in both
Sales and Lettings.

14

Viewings
We want to give our applicants the best experience so, after qualifying them
properly, our negotiators will take them to multiple properties with a focus
on matching requirement to requirement. On a viewing tour, we will show
properties that are in a variety of locations, to help match the right people to
the right properties. Negotiators - remember to:
• Always meet at the office
• Always ask for the business
• Work your best smile!

‘Valuations’ - market appraisals
While our negotiators are out on viewings, our managers are
working with current and potential clients to ensure we have the
best stock on offer, by heading out on valuations and working to
secure instructions.
The fabulous Client Services team in Head Office are a great help in getting
these booked in!

Office Administrators
M&P’s network of Office Administrators are there to welcome any visitors who
pop into our offices, with a smile and welcoming attitude. Behind the scenes,
they’re the glue that sticks our Lettings and Sales team together! Here are
some of the things your OA will be able to help you with.
• Target Stock
• Creating comparables
• Boards
• Office stationery orders
• Window displays
• Franking mail

15

A Day Visiting Head Office, Hammersmith

UPSTAIRS

Property Management & Tenancy Management
Working closely with our Lettings Team, each PM or TM is responsible for
a portfolio of properties; making sure the rent is paid as well as finding
contractors to fix busted boilers and electrical faults!

Client Accounts
As another extension of our Lettings Team, Client Accounts works on the
financial side of ensuring our tenancies are ticking over properly.

Client Services & Corporate Renewals
These fast-paced, high energy Teams The Renewals Team spends the day
work with our customer database to negotiating the best possible tenancy
bring on exciting new stock for our renewals for our Landlords, with the
front offices to work with. longest term and at the best price.

DOWNSTAIRS

CULTURE
AND VALUES

Company Events

End of Month Meeting
In recognition of our ’One M&P’ values, we like to celebrate everyone’s
successes together. Once a month, you can look forward to a company get
together where employees around the business share their successes from
the previous month, awards are given to those who demonstrate our company
values, and promotions could be announced.

Parties and Trips
During your time here, you can expect to be invited to glamorous summer
parties and exciting Christmas parties. You can also work towards a place on
one of our famous skiing trips or summer holidays!

18

Living the Values

One M&P Great Service, Personality Honesty
Great Results
Our network Energetic, Since 1856,
of offices It’s not good determined and honesty, integrity
and teams all enough to just always charming, and transparency
genuinely work get a great result; our people have been at the
together, and by it’s imperative to have a distinct forefront of how
understanding always provide personality, we do business.
and respecting outstanding which is the key
each area of our customer service ingredient to our
business, we too. Our goal culture.
will get the best is to set higher
results for our standards and
clients. to live by those
standards.

19

Inclusive Behaviours Charter

Inclusive Behaviours Commitment

WE WILL

eRaecshpeoctther Be fair Listen

We understand We are consistent We are aware
and respect and fair in our because we
that everyone is actions and actively listen.
different. decisions.
We encourage and
Each person has We provide an engage in open
a different way of equal opportunity dialogue about
working, brings a for everyone challenging and
unique perspective, in recruitment, sensitive issues –
and offers individual reward, promotion for us, every voice
skills and experiences and professional deserves to be heard.
to the business – and development.
we celebrate these
differences.

20

Be kind Lexeaamd pblye Be accountable

We look out for We are role models. We are all
each other. responsible for our
We are consistent company culture.
From new starters in our leadership,
to long-standing treating everyone No matter our role
team members, with dignity and or level of seniority,
we are generous empathy, and we will uphold our
in giving advice, demonstrating the inclusive culture and
embrace individuality, behaviour we expect speak out against
champion success to see in others. behaviour that does
and offer support in not align with our
times of need. values.

21

Inclusive Behaviours Charter

Inclusive Behaviours Commitment

WE WILL NOT

Dcoilslreeasgpueecst our Be inconsistent Be dismissive

We do not cross We do not have We do not tolerate
the line. favourites. toxic behaviour.

We understand the We do not give No matter an
negative impact of preferential employee’s level
toxic behaviour – treatment to certain of seniority,
bullying, harassment individuals; we performance or
and all forms of treat everyone with tenure we do
discrimination – and dignity, respect and not overlook
“banter” on our professionalism. inappropriate,
colleagues. bullying or harassing
behaviour.
We speak out.

22

Cjuadsgtements Be impulsive Micromanage

We reject a culture We do not allow We do not
of blame. pressure and excessively control
stress to affect the behaviour of
We do not alienate, our treatment of our direct reports.
single-out, scapegoat, others.
belittle, manipulate We give employees
or humiliate others. We are mindful of the clarity and
Our actions and how our behaviour structure to enable
decisions are not impacts others. We their performance
based on stereotypes, are professional. and productivity. We
prejudice or bias. develop our people.

23

Commitment to the Wider Community

As a community-driven company, since 2020 we
have chosen to work with the charity Streets of
London. This is an organisation that funds specialist
support for people who are homeless in the capital,
and raises awareness about homelessness. In
2022, Streets of London provided funding totalling
£150,000 to projects which help people move away
from life without a home.

“Streets of London is doing an outstanding job in supporting people sleeping
rough across the capital. It’s crucial that we help tackle this problem and even
more so during uncertain times such as the coronavirus outbreak. The charity’s
approach of offering dedicated services to help get people back on their
feet such as career guidance and caring for their mental wellbeing is making
a huge difference. We are committed to raising vital funds and awareness of
homelessness and the Sleep-Outs we run are an opportunity to kick-off our
fundraising as well as take time to reflect on the hardships of being homeless
and demonstrate our support.”
Patrick Littlemore, CEO

Charity Events
Community and sponsorship events allow our teams
to interact with people in their local communities on
a more personal level. Over the years our employees
have taken every opportunity to get stuck in, whether
that be by participating in a sleep-out, or running a
marathon. We also play an important role in community
events with schools, smaller charities and local
organisations. We are proud of the time invested in
establishing long-standing relationships with our
community partners and having a positive impact on
the communities in which we live and work.

24

PEOPLE,
POLICIES AND
PROGRESSION

Service Desk & The Hub

The best way to contact HR is by logging a ticket on the HR service desk.
However, this handy couple of pages might just answer your queries.

What can HR help me with? • Enquiries about The Hub
• References
HR can help you with: • A problem you may have

• Company policies at work
• Contract information
• The benefits to which

you’re entitled

Where can I find the Where can I find
HR service desk? The Hub?

26

How to Navigate The Hub

What can The Hub help me with?
On the Hub, you can enquire about the following:
• Updating your personal details
• Booking or cancelling annual leave
• Forgotten payslip password.

Updating your Personal Details
It’s important that you update your contact details when these change.
To do so, firstly click on the icon shown here, which will take you to the
‘My Details’ page. To update your address, visit the ‘My Addresses’ tab and
select ‘New Address’. Enter your details, including the relevant change date.
For updating your bank account details you should click on ‘Payroll’ then
‘Request Change’. This will send an email notification to ourselves in HR
for approval, which will then automatically go through to Payroll.
Booking Annual Leave
If you click on the Request Holiday icon you will be taken through a
workflow to input your request details, and once submitted this will go to
your reporting manager for approval. Please try to give as much notice
as possible for any leave requests you put through the system. When your
request has been accepted, you will receive a notification via email.
You will be able to see how many days are remaining, too.
Payslip
You can access your payslips by clicking on the icon shown here. Click on the
document icon next to the relevant dated payslip that you want to access,
and then enter your payslip password. Please note, this is not necessarily the
same password you use to log in to the Hub. Please contact HR if you have
forgotten your password. Once opened, you can save your payslip as a pdf
for your own records. You can also access your P60s here.

27

Our Policies - A Quick Guide

What can’t HR help me with?
Any enquiries to do with pay should be directed towards Payroll; to do with
phones should be directed towards IT; and to do with your car should be
directed towards Fleet & Facilities.

28



Dress Code

 Our smart business attire should make clients and
customers feel that they can trust our judgement and
have faith in our competence and recommendation

Shoes must be Tasteful Suit and ties Facial hair Shirts should be
clean and polished professional are optional must be well ironed, tucked in and
ties, scarves, worn with full sleeves
Chinos, smart trousers, groomed
skirts and dresses belts and
jewellry

No sock

30



tucked in and Flannel shirt Bright unnatural Overly tight or revealing Baseball
ith full sleeves or similar pattern hair colours clothes, including caps/hats

mini-skirts, low cut tops or Zip jumper
those revealing the midriff.

Face or body
piercings

No socks Flipflops

31

Benefits and Learning & Development

As a valued
Marsh & Parsons
employee, you are
entitled to a range
of benefits.

Click on the Staff
Benefits icon
on the Marsh &
Parsons Gateway
to see!

FLU JABS EYE TESTS HEALTH LIFE MOBILE RETAIL
INSURANCE SERVICE PHONE DISCOUNTS

MEDICAL GYM SEASON CYCLE TO EMPLOYEE
CASH PLAN DISCOUNTS CAR TICKET LOAN WORK PENSION ASSISTANCE

PROGRAM

With hands-on leadership, in-house training, professional qualifications,
and ongoing support, your development will continue throughout your
Marsh & Parsons career. We are committed to giving hard-working
employees every opportunity to progress, so each role will follow a
‘Learning Journey’ to ensure they can develop.

See page next page for our various different Learning Journeys

32

Sales Negotiators AD-Hoc
Complaint Handling, Advanced RPS Training
1st week onboarding
Online courses: AML, CPR/BPR/The Competition Act, GDPR,

RPS and introduction videos to various departments

Induction Month 6:
Training includes: pre-induction call, mystery shopping, Summit Meeting

introduction to departments/directors, customer Month 3/4:
service excellence, lone worker & health and safety, Deal Progression

basics of conveyancing Month 3:
Professional Skills
Week 2:
Check-in call AD-Hoc
Complaint Handling
Week 6: Month 2:
Summit Meeting Month 8:
ARLA
Lettings Negotiators
Month 6:
1st week onboarding Summit Meeting
Online courses: AML, CPR/BPR/The Competition Act,
GDPR, RPS and introduction videos to various departments Month 3/4:
Legal Know How
Induction
Training includes: pre-induction call, mystery shopping, Month 3:
introduction to departments/directors, customer service Professional Skills

Week 2:
Check-in call

Week 6: Month 2:
Summit Meeting

33

Benefits and Learning & Development

Head Office Roles

1st week onboarding AD-Hoc
Online courses: AML, CPR/BPR/The Competition Act, Complaint Handling
GDPR, RPS and introduction videos to various departments
ARLA
Induction (role dependant)
Training includes: pre-induction call, mystery shopping,
introduction to departments/directors, customer service Month 6:
Summit Meeting
excellence, lone worker & health and safety

Week 2:
Check-in call

Week 6: Month 3:
Summit Meeting Professional Skills

E-learning Modules
As part of your onboarding, and throughout your time at M&P, you will be
required to complete various different training modules assigned to you
through our internal Learning & Development portal, Learning Matters. These
include tests such as the ‘GDPR Test’ and courses on topics such as AML, all of
which help to ensure that all employees are working together in a compliant
fashion. If you have any issues with Learning Matters, please contact IT.
Training Video
On Teams you will find a selection of videos ready to introduce you to various
departments, and accompany this handbook in providing you with information
that will be useful to you throughout your time at M&P.

34

USEFUL
CONTACTS

Key Contacts

PA to Board – [email protected]
HQ Front Desk - [email protected]
HR – [email protected]
Payroll – [email protected]
Talent Acquisition – [email protected]
Fleet — [email protected]
Office Support — [email protected]
Marketing – [email protected]
Facilities — [email protected]
Learning & Development — [email protected]

IT FACILITIES HR
SERVICE SUPPORT SERVICE

DESK DESK

36

GUIDE TO
LONDON

New to London?

On these final pages you will find some of the
best places to eat, drink and visit while living
in the capital. You’ll also find some tips and
tricks at the end!

Take a stroll along Regents Canal from
Coal Drops Yard to Regents Park

Jump off the tube at Kings Cross station
and head to Coal Drops Yard to experience
some of the coolest independent brands and
most delicious restaurants in North London
(Dishoom is a favourite, but it’s hard to get a
spot!) Then, grab a coffee (we’d recommend
Redemption Roasters) and take a stroll along
Regents Canal to Regents Park, where you’ll
find the fabulous Primrose Hill. You may also
wish to stop off at Camden Market on the way
to grab a bite to eat from one of the many
food stalls they have on offer!

Explore the wonders of Hampstead Heath

From Golders Green station you can dive into
the beautiful Hampstead Heath pergola and
gardens. Walk across into the main section
of the heath and you’ll find Kenwood House
(familiar to Notting Hill fans) and a range of
outdoor swimming options — natural ponds
and a lido! You can also head up Parliament
Hill for clear view of London. For a post dip
or hike snack, we recommend ‘La Creperie
de Hampstead’ in Hampstead itself. There are
also chic shops here to explore.

Brave a Boris Bike from Canary Wharf to the Sky Garden

Canary Wharf is modern hub that’s great for shopping,
meals, drinks and walking — it’s a beautiful collection of
buildings and a different atmosphere from the rest of
London. Giant Robot is a great spot for foodies, with access
to Canary Wharf’s ‘Rooftopia’. Try picking up a bike once
you’re done and taking the CS3 route along the river then
inland towards London Bridge. You’ll go past the historical
London Wall and the Tower of the London, and it’s generally
a refreshing, exciting route! If you drop off your bike at
monument, you can find the Sky Garden, where you can
dine, take afternoon tea, or even sign up to sunrise yoga.
St. Paul’s is nearby too, and definitely worth a visit.

Get to know London’s important sites with this nifty
walking tour

Hop off the tube at Westminster, where you can see
Westminster Abbey, the Houses of Parliament, the statues of
Parliament Square and the Elizabeth Tower, which contains
the infamous Big Ben. Stroll up Parliament Street, where you’ll
see the Cenotaph and possibly the Prime Minister as you pass
10 Downing Street! Take a left through Horse Guards Parade
and you’ll meet St. James’ Park. From here you can visit the
menagerie, head across to Green Park and Hyde Park, and feel
like royalty with a visit to Buckingham Palace.

Cracking music venues to try: • Below Stone Nest
• Blues Kitchen
• Village Underground • The Piano Works
• Sofar Sounds (random music • Notting Hill Arts Club
• Omeara
and venue each time)
• Ronnie Scott’s Jazz Club
• Alexandra Palace

39

Love long walks? Try Wimbledon Common and Richmond Park
Start with the lovely shops, restaurants and pubs in Wimbledon Village, then
dive into Wimbledon Common. It’s a great place to explore if you love getting
lost in the woods. Nearby is massive Richmond Park, where you’ll need to keep
your eye out for deer! In Richmond itself you can explore riverside and local
restaurants (we recommend Richmond Vault Beer Cellar), dip into the high
street shops and rent a rowboat if you’re feeling adventurous — or romantic!

Fan of bottomless brunch? Try these:
• Bourne and Hollingsworth Buildings
• Temper
• Big Easy
• Bunga Bunga
• Megans
• Roka

Explore cultural spots along the Thames before trying the
Bermondsey Beer Mile
If you want a buzz, explore Southbank. You’ll find restaurants and bars,
skateboarding, book-selling markets and creative institutions such as the BFI
and Southbank Centre. Keep following the river and you’ll make it to The Globe
and sophisticated Swan Restaurant. Head inland, past the Shard, and you’ll
come across Maltby Street Market. This is a great spot to grab food before
tackling the infamous Bermondsey Beer Mile. Alternatively, a nice glass of rosé
at the top of the Tate is a task that requires less stamina!

40

Here are some other markets to explore:

• Borough Market • Greenwich Market
Portobello Road Market
• Columbia Road Flower Market • Backyard Market &
Truman Brewery Market
• Spitalfields Market •

• Southbank Centre Food Market

Love to shop? For something less market-style, try these!

• Westfield London and • Oxford Steet and Regent Street
Westfield Stratford City • Carnaby Street
• Covent Garden and Seven Dials
• Kings Road • Greenwich
• Coal Drops Yard

Sporty? Love adventure? • Castle Climbing Centre
• Dance classes at
• Park Run Pineapple studios
• Join the rollerblade • Go Karting in places such as
Mile End and London Bridge
community in Hyde Park • Zip World London
• Jump — An indoor trampoline park
• Join a social sports team with

Go Mammoth

Dive into Clapham and Wandsworth

Mommi’s is a delicious and fun spot for brunch
on Clapham Highstreet if you’re looking for
a strong start to the day. Want a coffee? We
recommend Common or Brickwood. Explore
the common before heading over to the
arcade pub The Four Thieves — great for a fun
afternoon. Our favourite local evening activity
is just a bit further west — the Backyard
Cinema in Wandsworth. Alternatively, head up
towards the Thames and explore the fountain
display or sit on the pagoda in Battersea Park.

41

Try Bishops Park and Fulham’s pubs
Hop off at Putney Bridge Station for a wander in Bishop’s Park — a great spot for a
picnic or walk along the river. Head towards Parsons Green with a stop off at one
(or some!) of our favourite pubs along the way — Aragon House, Duke on the Green
and the White Horse. If you’re looking for cocktails, try The Little Blue Door or
Amuse Bouche — both gems. Head towards New Kings Road and you’ll find shops,
bars and clubs — we recommend Embargo, The Chelsea Lodge and Maggie’s.

Tips & Tricks:
• You MUST download Citymapper if you plan to navigate your way around

the city successfully. It is a life-saver!
• Try different available modes of transport, other than the obvious —

‘Boris Bikes’, water taxis, Emirates Air Line cable cars even!
• Do some Hidden City ‘treasure hunts’ - they’re a fun way to explore new

places in the city!
• Pick up a copy ofTime Out magazine and check out the ‘weekly

recommendations’ of things to do and see in the city.
They also have great discounts!
• Follow Secret London on Instagram for up-to-date event information
• Make the most of the social events organised by M&P, it’s the best way to
meet people!

42

43

44