Exclusivity at Clarges Mayfair with white-labelled LRM Prime services

The atmosphere, discreet services, and attention to detail make Clarges Mayfair developed by British Land a truly unique experience for the residents. In our conversation with General Manager Neil Stephen , we discussed the diverse culture, the white-labelled services provided by LRM Prime, and the challenges of managing such an exclusive luxury property.

When asked about the overall culture at Clarges Mayfair, Neil described it as “grand, discreet, and tranquil”. Our services at Clarges Mayfair mirror that of a five-star hotel, ensuring residents receive the best experience possible, nothing is too much trouble for us. The concierge services go beyond just handling packages. It includes arranging tickets, recommending restaurants, and connecting residents with service providers for any needs they may have. For example, they can even connect residents with interior designers and original manufacturers for bespoke interior design requests that are unique to Clarges. The attention to detail sets Clarges Mayfair apart from other London residential buildings.

Clarges Mayfair offers a range of amenities, including two meeting rooms, a gym, and a 25-meter swimming pool. The limited number of apartments ensures residents enjoy privacy and tranquillity, often having the spa facilities to themselves. The meeting rooms are a highlight for residents, with the concierge serving tea and coffee during meetings. They can also arrange external catering or assist with residents' personal chefs for setup and service.

Known for its exclusivity and luxury, Clarges Mayfair prioritises security and service consistency. Security is taken very seriously, and maintaining a happy, stable core team is crucial for ensuring this. To keep security tight, staff consistency is essential. If there are new members, the onboarding process is extensive, focusing on discretion, security, and creating a consistently friendly service. No agencies or external staff are used, ensuring residents always see familiar, friendly faces.

Ahead of the building's completion, our team underwent role-play scenarios and tests with an external security partner. They conducted drills with actors to prepare the team for any situation, covering scenarios from robbery to handling drunk and disorderly individuals on-site.

Managing such an exclusive property comes with its challenges. One major challenge is dealing with unexpected issues like breakages or mechanical problems. Neil emphasizes the importance of being proactive and having solutions ready to minimise any inconvenience to residents. 

For example, with only one car lift, if it were to break, the team would have a fleet of cars outside ready to take residents anywhere, as they would be unable to access the basement parking. Being one step ahead and predicting any scenario helps mitigate problems. 

The most challenging issue is when something bespoke breaks. Ensuring a supply of parts on site is crucial to avoid delays in replacing unique items.

Open communication is foundational to creating a positive atmosphere where residents feel valued and heard. Our LRM Prime team stays connected with residents through personal contact on a day-to-day basis and then regular formalised feedback sessions. All suggestions and requests are treated seriously and addressed promptly through direct communication channels with Nick, the general manager. Examples include feedback on gym equipment, music selections for amenities, and updates to floral arrangements tailored to residents' preferences. With all board directors being residents themselves, the resident association facilitates regular meetings to discuss and vote on proposed changes, ensuring that resident input directly influences decisions and actions taken.

The supportive and friendly environment extends from the directors to all staff members at LRM Prime. Regular meetings and events help build a sense of community and shared purpose, making Clarges Mayfair and at large LRM Prime a great place to work.