by Jenny Kyne, Consultant

You’ve built the building, you’ve appointed a managing agent, and it’s time for handover. What could possibly go wrong?

Quite a lot, actually.

If you ask ChatGPT for a definition of mobilisation, it’ll tell you: “Mobilisation refers to the preparation and setup phase before full operational delivery begins. It’s essentially how the agent plans to get everything in place and ready to manage the development effectively from Day One.”

That’s partly right. The essence is there, but the details are missing. In reality, mobilisation is far more complex. It’s a coordinated effort across multiple teams and stakeholders, with critical decisions and strategies that must be aligned to ensure everything runs smoothly. Think of it as a team sport: if one party drops the ball, the whole operation can stumble.

Done well, mobilisation is about foresight, structure, and momentum. Every detail must be considered, strategised, and implemented with care. Keep the energy consistent, and you’ll set yourself up for success.

Here’s how to make it seamless.

Start with Early Engagement

Mobilisation begins long before handover day. At SAY, we help clients with managing agent tenders, ensuring the right partner is on board early enough to mobilise effectively. From the outset, expectations should be clear, and the best project teams are those who stay flexible and bring lessons from past projects.

One of the most valuable exercises is a “lessons learnt” session. By identifying risks and past pitfalls, you can put safeguards in place to avoid repeating mistakes. This often feeds into a mobilisation workshop – an in-person session that brings all contractors and stakeholders together, building relationships and alignment from the start.

Define Deliverables and Commitments

During the workshop, map out the deliverables. On large projects, this can easily run to 300+ items. Each party should agree not only on what they will deliver, but also when. Don’t leave it at a handshake – get it documented and circulated. Later down the line, memory fades or priorities shift, and the written record keeps everyone accountable.

At the same time, agree on communication protocols. How often will you meet? Will updates be via Teams, email, or in person? Which systems will be used, and does everyone have access? These basics, if set early, save a huge amount of frustration later.

Establish the Client Vision

Perhaps the most overlooked element of mobilisation is articulating the client’s vision. What should the end product look and feel like?

One of the best examples I’ve seen was at a mobilisation workshop where the client compared their development to an Omega watch. They described it as:

Understated elegance

Doing exactly what it needs to do

A high-end brand

Exclusive, appreciated by those “in the know”

Calm and effortless on the surface, but with precise mechanics behind the scenes

It was a brilliant way to convey expectations. Everyone left with a crystal-clear understanding of the desired service offering and resident experience.

Keep Momentum and Adapt

Mobilisation isn’t static – it’s a moving train. Each month brings new challenges, unexpected issues, and coordination points that need attention. Momentum is everything: the project team must keep driving forward, resolving obstacles quickly to stay on track.

Measuring Success

So what does success look like?

For developers and investors, it’s about confidence: the right team in place, a competent building manager, well-trained staff who embody the brand from day one. They want to see progress on trackers and Gantt charts, and they need assurance that the building is safe, compliant, and fully operational.

For residents, success is a seamless journey. From the sales process to moving in, they should feel supported, informed, and cared for—knowing exactly how to use their new home and who to contact when something isn’t right.

A seamless mobilisation doesn’t happen by accident. It’s the product of early engagement, clear accountability, shared vision, and relentless coordination. Get those elements right, and you set the stage for both owners and residents to thrive.

Get in touch with SAY today