10 things every top BTR operator should be doing for residents
How to improve and sustain your resident satisfaction
The biggest factor in determining the happiness of BTR residents is the effectiveness of their building鈥檚 management team. This is the conclusion drawn from the UK鈥檚 largest dataset of verified resident reviews on HomeViews.
So, what should operators be doing to improve and sustain resident satisfaction?
1. Ensure customer service is king
鈥淭he lovely concierge team always welcome us with great smiles, they professionally manage sorting all active issues in a timely manner. Habiba and Kirsty are the best. They are the heart and soul of Aston Place. I have never met customer service providers who are working as hard to make our experience at Aston place better and unforgettable. A great big thank you to both of you.鈥� 聽鈥撀�AL, Verified Resident on HomeViews, Aston Place by Dandara Living, October 2021
2. Enable your community
鈥淭he staff are all so friendly and welcoming, and the activities which are put on for the tenants are always great. Having an app where we can create posts has been such a good way of meeting people (especially since myself and my flat mate are new to Manchester).鈥� 聽鈥撀�Jodie, Verified Resident on HomeViews, Vox by Allsop Letting and Management, October 2021
3. Offer the most valued facilities
鈥淟ovely brand new building, great facilities and convenient 24hr front desk for collecting parcels and maintenance, has a great gym, communal area and communal roof terrace. Private parking available for a fee and hire able meeting rooms as well.鈥� 聽鈥撀�Sean, Verified Resident on HomeViews, Box Makers Yard by Legal & General and Urbanbubble, April 21
4. Create a sense of safety and security
鈥淟iving in a secure community has provided a safe environment and should any issues arise, the management team are easily contactable and on hand to deal with this.鈥� 聽鈥撀�Keren T, Verified Resident on HomeViews, be:here Hayes, Part of Apo, March 2021
5. Focus on design and interior quality
鈥淏eautifully designed building with very inviting communal spaces (snug, parlour, roof terrace etc). The apartments are equally well-designed, making good use of the available space and are finished to a very high standard. The view from the balcony is spectacular, especially at night!鈥� 聽鈥撀�Dan W, Verified Resident on HomeViews, 8 Water Street by Vertus, Sept 2021
6. Communicate clearly
鈥淚f I had been asked a year or so ago, I probably would have rated higher, but Covid locking everything down, and yet being told there would be a rent increase despite all the 鈥渋ncluded facilities鈥� being unavailable was a joke.鈥� 鈥撀燰erified Resident on HomeViews
7. Manage resident perception around 鈥楩ree鈥�
鈥淔urthermore, living here gives you access to the free gym and the facilities there are great as there is sufficient gym equipment for even advanced trainers.鈥� 聽鈥撀�Ben S, Verified Resident on HomeViews, Chapel Wharf by Dandara Living, October 2021
8. Maintain cleanliness
鈥淭he care taken (cleaning etc) during the COVID lockdown and which continues has been top notch.鈥�-聽Jon, Verified Resident Review on HomeViews, Union Wharf by Essential Living, August 2021
9. Provide parcel delivery services
鈥淭he building is modern, I love the communal spaces by the entrance of the building, I love that we have concierge as well as it adds to the safety element that is required in any home. I especially love that I don鈥檛 need to be home to accept parcels and that they鈥檙e kept safe in the building鈥檚 parcel room.鈥� 聽鈥撀�Sam D, Verified Resident on HomeViews, Aston Place by Dandara Living, March 2021
10. Offer flexible services
鈥淭he wifi isn鈥檛 great which has been difficult working from home (though this is currently being worked on), and the energy provider (who you must use) is very expensive鈥� 聽鈥撀�Verified Resident on HomeViews