Arthur Copus reflects on 20 years behind the reception desk at Lauderdale Tower*
After pounding the mean streets of W1as a postman for eight years I decided to look for a new challenge and after a couple of front-of-house jobs in Victoria and Islington I was successful in applying for the post of Lobby Concierge on the Barbican Estate in 2006.
Although you may think the job consists of sitting behind the desk watching television for most of the day, the responsibilities are many and varied.
The core purpose of the role is to provide a professional, courteous, and secure front‑of‑house presence at the entrance of the tower, assisting residents, visitors, and contractors while ensuring smooth day‑to‑day operations of the estate. There are many key responsibilities including: welcoming and assisting residents, visitors, and contractors; responding to day‑to‑day queries about access, deliveries, estate facilities, and procedures; securing, maintaining awareness of security risks and report suspicious behaviour; controlling access for contractors and service personnel; recording and reporting incidents, repairs, or concerns; responding to fire alarms, medical incidents or security issues and unexpected events in a calm and professional manner.
I had already gained experience in doing this kind of work and had taken a NVQ in building security. Leading this course was a former military policeman who emphasised that someone sitting behind a desk is far more effective than any high tech security device.
Although a number of the 133 flats in the tower have been sublet I got to know many of the long leaseholders personally over the years. The sublets with a constant change in occupants have led to an increase in complaints about noisy neighbours and all night parties. Although AirB&B is banned on the estate there is always the possibility of someone subletting unofficially. Your lovely flat may become a 24 hr party venue or even turned into a drug den or house of ill repute!
Noisy residents can be dealt with by the Noise Patrol Police but they will only intervene if they suspect something illegal is going on. Once someone complained about the noise of an RAF flypast; and the regular appearance of film crews on the estate, although approved by the Corporation, irritates some residents.
One of the changes over the years has been the increasing number of workers in the flats undergoing refurbishment resulting in the biggest collection of cowboys outside a John Wayne film. There has also been an increase in the number of cleaners and carers who need to be checked-in. Now that more people are shopping online there is the problem of all the packages being delivered as well as groceries and meals by Deliveroo.
One thing I found most challenging, and one which frustrates so many residents, is the unreliability of the lifts. Occasionally we have been down to only one lift and this is aggravated by the amount of building work going on.
There have been no fires in Lauderdale Tower during my time here but occasionally a lone tenant has been taken ill requiring a discussion with the Ambulance Serve about the nature of the emergency. There have also been matrimonial split-ups with disagreements about who has right of access to an apartment; and an anxious mother once wanted to know who was living with her daughter. On one occasion a naked tenant managed to lock himself out of his flat – his modesty saved by a black bin bag!
All in all I have enjoyed the past 20 years. It has been an adventure and an absolute joy – most of the time.
* In conversation with Peter Savage.
