OPERATIONS & CUSTOMER SERVICE
Build to Rent provides increased choice to renters and delivers true additionality not only to the Private Rented Sector (PRS), but the wider housing market in its delivery of purpose-built homes.
The sector is also driving up standards in the PRS and increasing competition through:
- providing amenities and spaces not common in the wider PRS, including coworking spaces, lounges, concierge services, and gyms/fitness studios;
- encouraging a sense of community through a calendar of social events and shared and semi-private spaces, where people can meet and build connections, including gardens, terraces, play areas, and allotments; and
- an investor-driven focus on ESG credentials and ensuring resident satisfaction into the future, ensuring high standards of management.
BtR providers strive to design-in good management and efficiency from the earliest stages of development schemes. Operational efficiency is a critical aspect of delivering investment performance and good customer service. There is a strong emphasis in the sector on great customer experiences, learning from the hospitality sector. There is also a strong ethos of being open to innovation in the sector and adoption of technology to make BtR hassle-free for its customers.
According to resident reviews on Homeviews, residents in the 10 highest rated communities for ‘management’ regularly commented on the “personal”, “friendly” and “efficient” management of their building and were more likely to single out examples of exceptional service. Reviews show that the highest rated BTR communities for ‘management’ give their residents a strong impression that teams genuinely care about their issues, and that no task is too small.
The sector’s Who Lives in Build to Rent report explores how operations and customer service supports the BtR offering and provides high-quality, attractive places for renters.