Categories
Insight

Why Property Managers Need a Leaseholder App: The Modern Approach to Communication 

In today’s fast-paced, tech-driven world, property management is evolving. As landlords get younger and tenants increasingly rely on apps, the need for a tenant and leaseholder app has never been more critical. Property managers must adapt to these shifts to streamline communication, improve efficiency, and meet the rising expectations of tech-savvy landlords and tenants.


Here are 4 reasons why property managers should be looking to introduce a leaseholder app into their business:


1. The Changing Demographics of Landlords

The average age of landlords acquiring new rental properties with buy to let mortgages has fallen over the past decade, driven by strong growth in the proportion of landlords in their 30s. Paragon Bank analysis of industry data shows that the average age of buy to let landlords acquiring new property with a mortgage fell from 46.4 years of age in 2014 to 42.9 last year. The reduction in age has been driven by the proportion of purchases amongst landlords in their 30s increasing over the period. In 2014, 21% of purchases with a buy to let mortgage were made by a landlord in their 30s, compared to 31% last year.


Millennials and Gen Z landlords have grown up with smartphones and are accustomed to handling nearly everything via apps – from banking, organising their social life to shopping. They are increasingly expecting the same ease and efficiency when managing their properties. They no longer want to rely on traditional methods such as emails, letters, or phone calls to Instead, they seek the convenience of handling everything from a single, user-friendly app, with over 80% believing that apps are a convenient or must-have feature for property managers. 


2. Real-Time Communication and Responsiveness 

Property managers are responsible for managing a property owner’s assets. As such, open communication becomes key when it comes to updates on the condition of the property, financial reports and other key details. This also helps establish a sense of reliability and trust between property owners, property managers and tenants.


One of the key benefits of having a leaseholder app is the ability to send and receive messages in real-time, whether it’s an urgent maintenance issue or a general update on upcoming works, property managers can quickly communicate this information with the knowledge that its much more likely that their message will be seen. Whilst emails typically have a 20% open rate, push notifications typically have anything from 50% to 95% open rate.


In addition, for leaseholders, this means they no longer must wait on the phone or send an email into the void, hoping for a response. They can submit requests, ask questions, and receive updates via their app instantly. By keeping owners informed, you can make them feel reassured in your ability to professionally manage their investment.


3. Centralised Management

Providing a platform that leaseholders can easily access empowers them to self-serve and obtain key information independently. This includes frequently asked questions, fire safety procedures, and the latest community news. With all this information readily accessible, leaseholders can often find what they need without having to contact their property manager. Furthermore, Spike’s solutions offer transparent insights into financial transactions, allowing leaseholders to view detailed service charge statements and transaction histories, which ensures clarity and accountability in financial matters. Additionally, they can also make service charge payments electronically, further enhancing transparency and convenience.


4. Increased Efficiency for Property Managers

Efficiency is the cornerstone of good property management, and instead of juggling multiple platforms like email, text, or phone calls, having a single app in place can provide a unified system. It allows property managers to track all conversations and requests, ensuring nothing falls through the cracks. This reduces administrative burdens, freeing up time for more strategic tasks.


Furthermore, Spike automates many of the manual and time-consuming tasks that a property manager must perform, such as sending out service charge statements reminders, inspection reports, and other important documentation, saving time and reducing the administrative workload.


As Spike maintains a clear audit trail of correspondence, with all activities logged against a property, resident and leaseholder, this forms a key part of the golden thread, helping property managers comply with the record-keeping requirements of the Building Safety Act 2022. This ensures that every interaction is documented which can be used as evidence in case of future disputes.

Summary

As the property management landscape continues to evolve, property management apps are no longer a luxury—they’re a necessity. With younger landlords embracing technology and residents relying on apps for their day-to-day interactions, property managers must adapt to stay competitive.


A leaseholder app improves communication, increases efficiency, and fosters a sense of community, making it an essential tool for modern property management. Embracing this technology is not just about keeping up with the times; it’s about creating a better experience for both leaseholders and property managers. 

Categories
Insight

How to Leverage Technology Effectively to Manage your Resident Engagement Strategy (RES)

The 2017 Grenfell Tower fire underscored the devastating consequences of poor resident engagement. The subsequent Hackitt inquiry revealed that residents felt ignored, lacked crucial safety information, and that there were no up-to-date records reflecting their identities and needs.
 

The Building Safety Act 2022 aims to address these failures by requiring building owners to establish a Resident Engagement Strategy (RES) that ensures residents are informed about building safety and have a voice in its management. This is especially important in higher-risk buildings, where the Accountable Person (AP) must listen to resident concerns and act accordingly.

Why Resident Engagement Matters

Your residents are the eyes and ears of your building. They are often the first to notice issues like malfunctioning fire doors or missing extinguishers. However, their ability to report these problems depends on having clear communication channels and feeling that their concerns are valued and heard.


They are also huge stakeholders in the management of the building. Their main investment, all their belongings, their sense of home and safety are all tied up in the correct management of their unit and the building.

What Should a RES Include?

The Government has laid out what must be included in a RES – you can find the full guidance here.


In summary though, a RES has to keep residents informed about building safety measures and explain how residents can get involved in decisions about those measures.


Every resident engagement strategy will be different, but the Act says it must detail:

  • What safety information is shared with residents.
  • How residents are consulted on safety issues.
  • How feedback is collected and used.
  • How the effectiveness of the strategy is measured.
Who do I need to send the RES to?

The RES will need to be provided to all residents (tenants, leaseholders, shared owners) that are over the age of 16 and who lives in or owns a residential unit. It also forms part of the golden thread of information and must be submitted with the safety case to the Building Safety Regulator. 

Catering to Diverse Resident Needs

To ensure all residents are informed, communication should be adapted to their needs. This may involve translating documents or providing alternative formats, such as audio or large print, for residents with disabilities.

Leveraging Technology for Resident Engagement

Technology can significantly enhance the effectiveness of a RES. Digital platforms like Spike streamline communication, foster feedback, and help building managers meet the safety requirements of the Building Safety Act 2022. Here’s how technology can improve your RES:


1.) Identifying Resident Needs

When a resident first moves into the building, they can automatically be sent a short survey to complete via the Spike app. This survey helps identify what their preferred communication channels are such as whether they would prefer all correspondence via the app, email or written letters, their preferred language, as well as whether they have any disabilities to cater for.  This ensures communication is tailored to their needs from the start.


2.) Distributing the RES

Once the RES is complete, it can be distributed to all residents digitally through platforms like Spike. You can upload different versions of the RES – whether in different languages or formats – based on the residents’ preferences. Push notifications and emails direct residents to review the document.


If residents are in the process of moving into the building, using Spike’s rules engine, the RES can be set to automatically send to residents on their move-in date, ensuring it’s one of the first documents they review.


3.) Gathering Feedback on the RES

You must then offer at least 3 weeks of consultation on the strategy and the opinions received should be considered and applied to the strategy if necessary.  Technology makes it easy to gather feedback. With Spike, residents can submit opinions via surveys or use chat features to voice concerns. A dedicated RES channel allows ongoing discussion, helping building managers monitor and address issues in real time. In addition, face-to-face appointments and meetings can be organised, with availability shared with residents to choose a suitable time.


Spike also tracks who has read the RES, ensuring transparency and accountability. You can send reminders to residents who haven’t reviewed the document, making sure everyone has an opportunity to participate.


4.) Boosting Engagement through Digital Tools

Digital platforms significantly increase resident participation. People are more likely to engage with app-based content than traditional printed materials. This not only ensures greater involvement but also provides a sense of community, where residents feel their voices are heard.

Summary

Using technology like Spike to manage your Resident Engagement Strategy makes the process more efficient and effective. It enhances resident participation, ensures compliance with the Building Safety Act 2022, and creates a safer, more informed community. By integrating digital tools like Spike, building managers can build trust and accountability, leading to safer, better-managed environments.


You can download our full RES guide for more in depth insights:

Categories
Case Study

PATRIZIA Partners With Spike to Enhance Resident Experience at it’s Marietta Woods Development

Spike is delighted to announce that global investment manager, PATRIZIA, has become the most recent client in Ireland to utilise its award-winning resident engagement portal at its Marietta Woods development.

 

Marrietta Woods, located in Dalkey, a coastal village, ten kilometres south of Dublin city centre, comprises of 101 spacious and very thoughtfully designed apartments, nestled among stunning mature woodland. Residents benefit from a private dedicated pavilion, which houses a gym and residents’ lounge, promoting a healthy and active lifestyle.

 

Spike has worked with PATRIZIA to create its exclusive resident app, a white-labelled version of the Spike Living portal, designed to enhance the resident experience, and foster a connected, vibrant community.

 

Through the Marietta Woods app, residents can easily reserve and access onsite amenities, enjoy exclusive events and promotions from local businesses, and view important documentation, including key policies and appliance manuals. Additionally, the app allows residents to submit any queries directly to Hooke and MacDonald, the managing agent, ensuring streamlined communication and prompt resolution of requests.

 

For staff, the portal streamlines and centralises key operational processes, including the reporting of maintenance issues, delivery management, and the organising and promoting of social events and activities through the Spike Living management dashboard. Additionally, the portal enables staff to share important news and updates about the development instantly via push notifications. 

 

David Egan, Country Manager & Director of Asset Management at PATRIZIA, comments: The implementation of Spike Living at Marietta Woods is a testament to our ongoing commitment to leveraging technology to enhance the living experience. We believe Spike Living will not only improve day-to-day interactions with staff but also strengthen the sense of community within Marietta Woods.”

 

Jeremy Heath-Smith, CEO of Spike comments: “We are delighted to be working with PATRIZIA at its latest development in Ireland. Our Spike Living portal provides residents with a seamless, interactive living experience. Additionally, staff benefit significantly from streamlined operations, improved communication with residents, and enhanced efficiency in handling service requests.”

Categories
Insight

How to Leverage Technology Effectively to Manage your Personal Emergency Evacuation Plans (PEEPs)

The Grenfell Tower fire in June 2017 tragically underscored the dire consequences of inadequate evacuation planning. According to evidence from the Inquiry, 41% of disabled residents died in the fire. Fazilet Hadi, Head of Policy at Disability Rights UK, emphasised that disabled residents felt like “sitting ducks” due to the neglect of safety precautions and planning by the council and management company. 

 

Despite the Grenfell Tower Inquiry’s recommendation, the previous UK Government decided against mandating PEEPs. This decision sparked significant concern among disabled rights groups, as the absence of mandatory PEEPs leaves a gap in ensuring the safety and security of all residents during emergencies. 

 

However, with Rushanara Ali, the building safety minister, confirming in a statement to parliament this week that plans for “residential PEEPs” would be brought forward by the Home Office in the autumn, this brings a welcome focus back onto resident safety.

 

Despite the previous Government’s stance, it is encouraging to see that a growing number of property managers and operators are already taking the initiative to implement PEEPs voluntarily. This proactive approach demonstrates a commitment to resident safety and acknowledges the importance of individualised evacuation plans. 

 

What is a Personal Emergency Evacuation Plan? 

A PEEP is necessary when someone cannot evacuate safely on their own. It contains all the required information and arrangements to help that person reach safety. 

Typically, a PEEP will consider: 

  • What assistance is needed, and who will provide that assistance 
  • If additional equipment is needed 
  • If additional training is needed 
  • Safe escape routes 

Although many overlap, no two PEEPs should be identical. They must account for the personal circumstances that make independent evacuation unsafe.

 

The Role Technology Can Play 

By using platforms like Spike in the development, implementation, and sharing of PEEPs, this can significantly enhance their effectiveness. Spike can streamline communication, ensure real-time updates, and provide easy access to critical information, improving the overall safety and preparedness of building occupants. 

 

How to Identify Residents Who Need PEEPs

When a resident first moves into the building, they can automatically be sent a short survey to complete via the Spike app. This survey helps identify those who may require assistance during an evacuation. Collecting this information through the Spike app ensures that it is gathered and stored in a private and confidential manner.

 

Sharing and Communicating PEEPs  

Once a resident has identified themselves as needing a PEEP, staff can collect further information through follow-up questions and direct messaging via the Spike app. This allows them to then develop a PEEP for the resident. Components of a PEEP could include:  

  1. Personal Information: Details about the individual, including contact information, and any specific needs. 
  2. Assistance Required: Specific types of assistance the individual requires, such as mobility aids or personal escorts. 
  3. Evacuation Routes: Designated evacuation routes that are accessible and safe for the individual. 
  4. Communication Protocols: Preferred methods for alerting and communicating with the individual during an emergency. 
  5. Training and Drills: Regular training sessions and drills to ensure that both the individual and staff are familiar with the PEEP. 

Internal Communication 

Once a PEEP has been created, it can be shared directly via the Spike app with the individual resident and any named people appointed to provide assistance. The Spike platform allows residents to easily access, review and accept the PEEP at a tap of a button.  All interactions with the PEEP are captured and logged in the system, enabling staff to follow up with anyone who hasn’t reviewed or accepted the PEEP within a specified time frame. This ensures that any additional comments or questions are addressed promptly. 

 

Once the PEEP has been accepted by all parties, regular tests and safety equipment inspections can be scheduled in the system. Reminders are automatically sent to all staff and residents via email and push notifications. 

 

In addition, if a resident’s needs change, they can submit a new form via the Spike app. Staff members can then revise the PEEP as appropriate and reshare it for further acknowledgment. The system also maintains a central activity log, which serves as evidence of notification in case of future disputes. 

 

In the unfortunate event of an emergency, staff can send out urgent push notifications within minutes to inform residents of immediate danger. They can quickly identify those in the building who may need to be alerted separately and execute their PEEPs. Staff can then provide regular updates about the incident and respond to any queries or concerns raised via the Spike app. 

 

Summary 

The implementation and sharing of PEEPs may not yet be a regulatory requirement, but there is a compelling moral and practical necessity for property management companies to adopt them. Prioritising the safety and inclusivity of all residents enhances emergency preparedness, fosters a culture of safety, and helps ensure compliance with evolving legal standards. 

 

You can download our full PEEPs guide for more in depth insights:

Categories
Insight

The Benefits of Choosing Off-the-Shelf Software vs Building an In-House Solution

 

In today’s property management landscape, effective communication and resident engagement are more crucial than ever, driven by both operational needs and compliance requirements. Recent legislation, such as The Building Safety Act 2022 and Awaab’s Law, underscores the necessity for property managers to implement resident apps that facilitate seamless communication and meet compliance needs.

 

Additionally, the post-COVID-19 era has seen a shift towards self-service as residents increasingly prefer managing their needs through apps rather than interacting with staff. This shift not only alleviates pressure on your operational teams but also boosts customer satisfaction by providing residents with the flexibility they desire.

 

The Build vs. Buy Decision 

One of the enduring debates that companies have is whether to build a custom software solution in-house or to purchase an off-the-shelf product. While in-house IT teams may have the capability to develop a tailored system, doing so can divert valuable resources from other critical business functions. Additionally, integrating custom software with existing systems can be complex, especially without APIs.  

 

Off-the-shelf software like Spike enables you to focus on your core competencies—managing properties and ensuring resident satisfaction—without the added burden of software development. With open APIs, Spike seamlessly integrates into your existing tech stack, delivering operational efficiency.  

 

Speed of Implementation and Support 

Custom software development is a lengthy and resource-intensive process. From gathering requirements to design, development, testing, and deployment, the entire process can take a number of months or even years. During this time, market conditions and your business needs may evolve, potentially rendering your custom solution outdated before it’s even deployed.

 

In contrast, off-the-shelf solutions like Spike are ready to go almost immediately. Once purchased, these solutions can be configured and rolled out quickly, allowing you to start onboarding residents and benefiting from the technology right away. Additionally, off-the-shelf software provides the advantage of regular updates and access to industry best practices. These updates ensure that your software remains current with the latest features, security enhancements, and compliance standards, without requiring significant effort from your team. 

 

What’s more, companies that develop off-the-shelf software typically offer extensive customer support, documentation, and training resources. This means that when you encounter issues or need assistance, you have a team of experts ready to help. With an in-house solution, your IT team would need to handle support, which can be costly and time-consuming, especially if they lack specific technical expertise. And if key IT staff leave, their unique knowledge of the tech stack might be lost, leading to potential disruptions and additional costs.

 

User Experience and Brand Alignment 

Another critical factor is user experience. IT professionals, while skilled in development, may not always fully understand the end user’s needs. They might create software that is technically sound but lacks the intuitive design and ease of use that residents expect. A poorly designed app for example, can lead to low adoption rates, as residents may find it difficult to use or simply unengaging. Similarly, while your team might develop a visually appealing interface for residents, the back-end functionality and ease of use for your staff are equally as important.

 

Off-the-shelf resident apps, on the other hand, are typically designed with both functionality and user experience in mind. They are refined based on feedback from a wide user base, resulting in a more polished and user-friendly experience for both property managers and residents. This refinement process, driven by real-world usage, is often something that custom-built solutions struggle to achieve without significant time and effort.

 

Many companies worry that using off-the-shelf software will mean their portal won’t reflect their brand identity. However, solutions like Spike offer white-label options that allow for extensive customisation. This means you can have a fully branded portal that aligns with your company’s colour palette, tone of voice, and imagery, ensuring a seamless integration with your brand identity—without the headache of developing a system from scratch.

 

Cost-Effectiveness

Although developing your own software may seem appealing, the ongoing maintenance and support costs alone can quickly add up. Research from the Project Management Institute (PMI) reveals that 43% of IT projects exceed their budgets, 49% are delayed, and 14% fail altogether. Additionally, a Harvard Business Review study found that one in six internal IT projects

exceeds budgets by 200% and schedules by 70%.

 

In contrast, off-the-shelf software can be more cost-effective, particularly when rapid deployment is essential. According to Gartner, 95% of real estate companies with IT departments already use open-source technology, underscoring the value of outsourcing to experts.

 

Off-the-shelf solutions like Spike come with a predictable pricing model and
advanced features that are affordable because development costs are shared
across multiple users. This makes them a valuable alternative to building an
in-house solution, providing the tools you need without the hefty price tag.

 

Summary

While building a custom in-house software solution offers control and customisation, it often comes with significant costs, risks, and time investments. Off-the-shelf solutions like Spike, which is now used in 25 countries by over 200,000 users, provide a compelling alternative. Spike has been delivering resident engagement solutions across a wide range of residential sectors, constantly reviewing market conditions to ensure our software stays ahead of industry needs. This real-world experience, combined with over 13 years of industry knowledge, has led to a market-leading uptake rate of 87% across client developments.

 

In today’s fast-paced digital world, choosing the right tools is crucial to the success of your property management strategy. With Spike, you can focus on what truly matters—creating an engaging community—while benefiting from reliable, cost-effective technology that allows you to organise, optimise, and thrive.

 

Get in touch today to learn more about how Spike’s market-leading software can be seamlessly integrated into your development. 

Categories
Insight

The Essential Role of Resident Apps in Property Management


In the era of digital convenience, where nearly every aspect of our lives can be managed with the touch of a button, the role of mobile apps in property management has become indispensable. As residents’ expectations evolve, the demand for seamless, on-demand services is reshaping the way property managers interact with their residents. Having a dedicated resident app is no longer a luxury—it’s a fundamental component of modern property management.


Meeting the expectations of today’s residents

With 62% of renters in BTR aged 25 to 44, which closely mirrors the demographic trends in the wider private rented sector, today’s residents, particularly those in the millennial and Gen Z demographics, are digital natives. They are accustomed to managing their lives through apps, from banking and shopping to fitness and entertainment.


The adoption of smartphones and digital platforms is not limited to the younger generation; older adults are increasingly becoming comfortable with technology. For example, in 2015, only 18% of people aged 65+ owned a smartphone in the UK. However, just eight years later, this figure had surged to 80%. Similarly, social media usage among this age group saw significant growth, rising from 11% in 2012 to 45% in 2021.


Why is having an app so crucial?

This shift towards a mobile-first approach has redefined what residents expect from their living spaces. They no longer want to rely on traditional methods such as emails, letters, or phone calls to manage their day-to-day tasks. Instead, they seek the convenience of handling everything from a single, user-friendly app, with over 80% believing that resident portals are a convenient or must-have feature.


1) Streamlining Communication

Effective communication is the cornerstone of successful property management. In the past, property managers have relied heavily on emails, phone calls, and physical notices to keep residents informed. However, these methods are often slow and prone to being overlooked. For instance, typically only 20% of emails are ever opened. Resident apps such as Spike Living, transforms this dynamic by enabling instant, direct communication through push notifications, in-app messages, and real-time updates which have an open rate of up to 95%.


This allows property managers to quickly inform residents about important updates, such as upcoming maintenance work, community events, and even emergency alerts, with the ability to schedule these notifications in advance. This not only improves the timeliness of communication but also ensures that residents are always in the loop, leading to higher levels of engagement and satisfaction.


What’s more, as Spike maintains a clear audit trail of correspondence, with all activities logged against a property and resident, this forms a key part of the golden thread, helping property managers comply with the record-keeping requirements of the Building Safety Act 2022. This ensures that every interaction is documented which can be used as evidence in case of future disputes.


2) Simplifying Daily Tasks for Residents and Property Managers

With 92% of residents preferring digital communications, one of the most significant advantages of having a resident app in place is its ability to simplify daily operations for both residents and property managers.


For residents, the app serves as a one-stop-shop for a variety of services and encourages them to self-serve whenever possible, reducing the workload on staff. Whether it’s booking onsite amenities, paying rent or accessing crucial building safety information such as your Resident Engagement Strategy which is a key requirement of the Building Safety Act 2022, everything can be done with a few taps on their phone.


What’s more, The Health and Safety Executive revealed that 4 in 10 residents think it’s difficult to raise an issue. With Spike, residents can easily submit maintenance requests with details and photos, helping property managers to understand and address issues more efficiently and quickly. This increases the likelihood of fixing the issue on the first visit and reduces response times by 30%.

This means that property managers can spend less time on administrative work and more time on the ground, conducting site inspections, meeting contractors, and building resident relationships.


3) Enhancing Engagement

Resident apps also help foster a sense of community by providing social interaction. With research revealing that renters with more than five close relationships in their community are one and a half times more likely to renew their tenancy, features such as social forums, event calendars, amenity booking, as well as neighbourhood guides, encourage residents to connect, share experiences, and build relationships, enhancing the overall living experience.


Developments that have resident apps in place have reported a 25% increase in amenity utilisation and a 46% increase in resident participation in events, leading to higher resident satisfaction.


4) Driving Ancillary Revenue

In addition, having a resident app in place can also serve as a revenue-generating tool. For instance, onsite amenities and events can be monetised and made bookable via your app, with payment taken at the time of booking. In addition, property managers can also offer premium services like house cleaning, laundry or pet care that residents can purchase directly through the app, increasing additional revenue.


Furthermore, by partnering with local businesses and service providers, property managers can also offer residents exclusive deals and promotions through the app, creating additional revenue streams through affiliate marketing and commissions.


Summary

The importance of having a dedicated app for residents cannot be overstated. It enhances communication, simplifies operations, increases engagement, and drives additional revenue. As the real estate landscape continues to evolve, property managers that embrace this digital transformation will be better positioned to meet the needs of today’s tech-savvy residents and remain competitive in the years to come.


Book a demo to learn how Spike enables you to meet the expectations of today’s residents, simplify daily operations, ensure compliance, and boost resident engagement.

 

Categories
Insight

Navigating the Property Manager Shortage: How Technology is Bridging the Gap

The UK property market is experiencing a significant challenge: a severe shortage of property managers. This issue, though less talked about compared to housing shortages or rising rents, has profound implications for landlords, leaseholders, tenants, and the broader property sector.

 

With a recent survey revealing that workload management is the number one concern for property managers, closely followed by dealing with aggressive and abusive situations, and keeping up with legislation changes, it’s no surprise that one in four property managers are now considering leaving the industry according to latest research. What’s more, property management staff consistently score well below the Office for National Statistics (ONS) averages when asked about how worthwhile their life is, their life satisfaction, and their level of happiness. The challenge therefore lies not only in finding the right people but also in retaining them.

Reasons Behind the Shortage

Increased Demand for Rental Properties

The UK has seen a significant rise in the number of people renting homes. This surge in demand for rental properties has not been matched by an increase in the number of property managers. As more properties come onto the rental market, the strain on existing property management companies intensifies.

 

Regulatory Changes

The property management sector has been subject to increasing regulation, including the introduction of the Building Safety Act 2022, which aims to protect residents and ensure high standards of property maintenance. While these regulations are certainly welcomed, they have increased the workload for property managers, making the job more demanding.

 

Aging Workforce

A large proportion of current property managers are approaching retirement age, with fewer young professionals entering the field to replace them. The industry has not been successful in attracting new talent, partly due to a lack of awareness about the career opportunities it offers.

How Technology Can Help

The property management sector, and indeed the entire real estate industry, has traditionally served as the entry point for many young professionals into the industry. Many start their careers as property managers, gaining valuable experience and knowledge about managing buildings, before moving on to roles such as asset managers or project managers.

 

However, these young professionals, fresh out of education, are also keen to use technology. They are not happy with just using email, Excel files, and PDFs. With the next generation of managers raised on smartphones, tablets and interactive apps replacing one brought up on paper, landlines and spreadsheets, it is natural that new digital technologies are embraced and used to transform the property management sector.

 

Automation 

On average, property managers spend 288 hours a year performing repetitive tasks. Tasks often include sending monthly reminders for service charge demands, welcome emails to new property owners and residents, and sending key documentation such as the latest fire policies and key health and safety documents. As well as scheduling reoccurring tasks such as fire door checks, fire alarm reminders, and annual maintenance work.

 

Having systems in place that can automate many of these manual tasks can improve the work-life balance and productivity of property managers. This means that property managers can spend less time on administrative work and more time on the ground, conducting site inspections, meeting contractors, or building customer relationships via resident surgeries, reducing the number of complaints and improving morale.

 

Access a Single Centralised View of All Data 

More often or not, there will be a number of disparate tools and systems in place at a property management company which means that key information can be difficult to access. With one of the requirements of the Building Safety Act 2022 being that building owners and property managers should understand the needs of every household living within the building, it’s paramount that this information is easily accessible.

 

Spike’s solutions have been designed to be the single view for property managers, with integrations with third-party systems including finance, CRM, and maintenance management. By pulling in data from different systems and sources, this allows property managers to see all logged activities against a property, leaseholder and resident, enabling property managers to quickly and efficiently find and access the information they need, whenever they need it. This means that property managers can spend less time digging through files and emails, and claw back some of that precious time to focus on other activities. As well as being able to have a central activity log to be used as evidence of notification, in case of future disputes.

 

Additionally, if a staff member leaves, all their interactions with a resident will be captured in one central system, which include files, maintenance plans, projects, certificates, preferred suppliers, and any ongoing tasks. This ensures that knowledge isn’t lost and tasks can be picked up on, helping to create continuity in service.

 

Enabling Leaseholders and Residents to Self-Serve 

With 81% of residents indicating that it’s important or very important to access a portal from a mobile device, having a mobile-friendly system in place is paramount. Providing a platform that leaseholders and residents can easily access empowers them to self-serve and obtain key information independently. This includes frequently asked questions, fire safety procedures, and the latest community news. With all this information readily accessible, residents can often find what they need without having to contact staff. 

 

Furthermore, Spike’s solutions offer transparent insights into financial transactions, allowing leaseholders to view detailed service charge statements and transaction histories, which ensures clarity and accountability in financial matters. Additionally, PMS systems and resident engagement platforms often feature secure payment portals where leaseholders can make service charge payments electronically, further enhancing transparency and convenience.

Summary

Investing in new technology presents an opportunity to improve working practices, take admin pressure off employees and, ultimately, do more with less. For many property managers, automating repetitive processes, eliminating the need for duplicate data entry, and enabling leaseholders and residents to self-serve is critical to relieving the stress around their and their teams’ jobs. This helps property managers transition from a reactive role to a more proactive one. 

Categories
Insight

Creating Sustainable Communities: Enhancing Social Responsibility in Multi-Tenant Buildings

While much attention is often given to environmental sustainability (or the E of ESG), the pillar of social responsibility (the S) deserves equal emphasis in terms of its importance to an operator’s ESG strategy. This aspect of ESG emphasises the impact that businesses and organisations have on the people and communities around them.


In this joint blog between ASK4 and Spike, we explore how prioritising social responsibility can transform multi-tenant buildings into vibrant communities that benefit both residents and the wider community in which developments are located.


Creating Health and Vibrant Spaces

At the heart of social responsibility lies a commitment to the well-being of residents. Building owners and operators can enhance the quality of life within their buildings by prioritising health and safety standards, ensuring comfortable indoor environments, and providing amenities that promote physical and mental wellness. By fostering spaces where people feel safe, supported, and connected, multi-tenant buildings can become hubs of vitality and positivity.


Technology can help facilitate this within buildings. ASK4’s pervasive connectivity makes it much easier for residents to take advantage of communal spaces, with private WiFi networks extending across an entire development. This enables residents to take their devices wherever they want around the building with no loss of connection and no need to sign up to public networks. This allows for secure connectivity when working, for example, or continued connection to devices within their apartment, giving them control of their home environment, even when using amenity spaces.


Pervasive connectivity also enables smart building and ESG technologies which monitor and control environmental factors like air quality, temperature, and lighting in real-time, ensuring optimal indoor conditions.


Additionally, Spike’s resident engagement portal, Spike Living, can provide residents with access to health and wellness resources, from booking onsite amenities such as yoga rooms and gym sessions to accessing virtual fitness classes. As well as receiving mental health support through relevant content and quick access to staff, in addition to community wellness events, promoting a holistic approach to well-being.


Engaging with the Community

Beyond the four walls of the building, social responsibility extends to the surrounding community. Building owners can actively engage with local initiatives and organisations, supporting causes that address social issues such as homelessness, poverty, and education.


Spike Living, for instance, provides a much-needed lifeline to the local high street. Operators can offer residents a guide to all the places around them, and by partnering with local businesses, provide exclusive discounts via their residents’ app, encouraging residents to fall in love with their independent chains. By investing in the well-being of the broader community, multi-tenant buildings can become catalysts for positive change, driving impact far beyond their physical footprint.


Embracing Diversity and Inclusion

Inclusive communities are stronger communities. By promoting diversity, equality and inclusion (DEI) within their buildings, owners and operators can create environments where all tenants feel valued and respected. This includes implementing policies and programmes that support underrepresented groups, providing equal opportunities for all, and fostering a culture of acceptance and belonging.


Spike Living allows residents to create their own clubs and forums, allowing residents to find like-minded people who share similar interests. As the app caters exclusively for building residents, it offers a safer alternative to groups on Facebook or other social media, which are easily infiltrated by spammers and strangers, helping residents to make truly local new friends. By embracing diversity, multi-tenant buildings can harness the collective strength of their diverse occupants.


Fostering Stakeholder Engagement

Lastly, social responsibility requires open and transparent communication with stakeholders. Building owners should actively seek input from residents, employees, investors, and community members, listening to their concerns and incorporating their feedback into decision-making processes.


Solutions like Spike Living can also serve as a virtual town square, allowing residents to voice their opinions and preferences regarding local initiatives. This can make communication between residents and operators much more transparent, helping to build trust and ensuring that residents are kept informed about ongoing projects.


By fostering a culture of collaboration and accountability, owners can build trust and credibility, driving collective action towards shared social responsibility goals.


Summary

Social responsibility is not just a moral imperative—it’s a strategic imperative for owners and operators of multi-tenant buildings. With 75% of residents expressing a desire to expand their social network and get to know their neighbours, it’s clear that many crave access to a connected community. Yet less than 40% feel they belong in their community. By prioritising social impact alongside environmental sustainability and governance practices, building owners and operators can create communities that thrive, contribute positively to society, and leave a lasting legacy, not only for future residents, but for the wider locality.


What’s more, a recent study by the National Multifamily Housing Council found that resident satisfaction is strongly correlated with retention rates. Communities with higher resident satisfaction scores tend to experience lower turnover rates, with 75% of residents reporting that addressing wellbeing is important to community management. In addition, according to the Social Market Foundation, maximising social value in real estate can also lead to a 5% uplift in the market value of an asset.


Investing in developing a community not only enhances the resident experience but it can also lead to better outcomes. This is evidenced in our Changing Behaviours report where we found that building owners could reduce carbon emissions in the region of 7% – 35%. There is also a growing priority for sustainability amongst Gen Z evidenced by 72% willing to spend more on services produced in a sustainable fashion. The need to have sustainability at the forefront of development is only growing across the new generation of residents.

Categories
Insight

5 ways Technology can Improve Property Manager-Leaseholder Relationships 

The relationship between property managers and leaseholders has become increasingly strained in recent years, primarily due to heightened expectations, communication breakdowns, and the complexities of property management as a result of ever-increasing legislation. Leaseholders often feel neglected or inadequately informed, leading to dissatisfaction and mistrust. Meanwhile, property managers grapple with the challenges of maintaining transparency, ensuring timely responses, and efficiently handling a multitude of tasks.

 

With the Hackitt report identifying the need to rebuild public trust by creating a system where residents feel informed and included in discussions on safety, rather than a system where they are ‘done to’ by others, it’s clear that change is overdue.

 

What’s more, with only 50% of residents satisfied with their building management company, according to recent research by the Health and Safety Executive, having the right technology in place can therefore play an important role in improving the property manager-leaseholder relationship.

 

Here are 5 ways in which technology can help: 

 

Communicate with Ease

Clear and timely communication can reduce misunderstandings, improve transparency, and foster trust and collaboration among leaseholders, ultimately contributing to a healthier leaseholder-property manager relationship.


One of the primary benefits using systems like Spike PMS is streamlined communication. With a direct way to communicate with their property managers, leaseholders can raise concerns, seek clarification, or request additional information.


From a property management perspective, property managers can share important updates, news, and announcements through the Spike app. Whether it’s information about upcoming maintenance work, community events, or policy changes, leaseholders can stay informed.


What’s more, as all communication sent to a property, leaseholder or tenant is logged in Spike, property managers can see who’s opened and read the communication which forms an important part of the golden thread, and can be used as evidence of notification, in case of future disputes.

 

 Convenient Service Charge Payments 

With 70% of leaseholders experiencing significant stress due to issues like unclear service charges and lack of responsible communication according to research by the UK Collaborative Centre for Housing Evidence (CaCHe), solutions like Spike PMS can provide transparent insights into financial transactions, enabling leaseholders to view detailed service charge statements and transaction histories, ensuring clarity and accountability in financial matters.

 

Additionally, Spike PMS offers secure payment where leaseholders can make service charge payments via an app, further enhancing transparency and convenience.

 

Simplify Issue Reporting  

Recent research by the Health and Safety Executive, revealed that 4 in 10 residents think it’s difficult to raise an issue, whilst maintenance issues take up to 80% of a property managers time. Without a central system in place, leaseholders will use email, WhatsApp messages or text messages to report issues. Sporadic messages and using different channels make it challenging for property managers to keep track of what has been reported and run the risk of duplicating reports, making it even harder to keep leaseholder updated on the progress. Not to mention making it almost impossible to track against Service Level Agreements (SLAs) and performance metrics for response times.


What’s more, the Building Safety Act (BSA) 2022 mandates that property management companies must have an effective system in place for residents to report issues and submit feedback, with building safety complaints needing to be prioritised based on the level of risk involved rather than that date they were received.


Systems such as Spike PMS can streamline maintenance management by allowing residents to submit maintenance requests directly via a mobile app, and even attach photos so that staff can diagnose the fault ahead of time. What’s more, the system can flag any high-priority issues based on the information that has been submitted.


This means that high-risk issues can be immediately flagged and directed to the relevant team members. Issues can also be automatically shared with external approved contractors to be investigated and resolved, with residents being informed and kept up to date on the progress.

 

Access to key Documentation  

Storing important documents and compliance-related information digitally and providing easy access to relevant information facilitates transparency and accountability in property management practices.


Spike PMS enables leaseholders to access crucial documents, including lease agreements, move-in checklists, and crucially the Resident Engagement Strategy (RES). These documents are readily available within the app, empowering leaseholders to view them whenever necessary. This transparency fosters clear communication and understanding.

 

What’s more, with Spike PMS, you can automate the sending of communication and documentation. For instance, when there is an update to the fire policy or RES, property managers can automatically send an update out to all residents via push notifications to resident phones and emails to review and acknowledge, ensuring that you remain compliant, and nothing gets missed.

 

Digital Record-Keeping 

Spike PMS has been designed to be the single view for property managers, with integrations with third-party systems including finance, CRM, and maintenance management. By pulling in data from different systems and sources, this allows property managers to see all logged activities against a property, leaseholder and tenant, enabling property managers to quickly and efficiently find and access the information they need, whenever they need it. This means that property managers can spend less time digging through files and emails, and claw back some of that precious time to focus on other activities. As well as being able to have a central activity log, in case of future disputes.


Summary 

By leveraging digital tools and platform like Spike PMS, property managers can enhance communication, streamline processes, and provide real-time updates, fostering a more harmonious and efficient relationship with leaseholders.

Categories
Insight

The Importance of Resident Feedback When it Comes to Building Safety

In our previous blog, we delved into the importance of effective communication when it comes to engaging residents on building safety. As many will be aware, the Building Safety Act (BSA) 2022 mandates that Accountable Persons (APs) prepare and keep under review a resident engagement strategy.  

 

The aims of this strategy are to ensure all residents:

  • Feel safe in the buildings in which they live. 
  • Know how to easily report any problems about their home or any part of the building which may impact on their or their neighbour’s safety. 
  • Know what to do in the event of an incident in the block where they live. 

A core component of this is establishing and operating a system for the investigation of relevant complaints, as well as ensuring that residents are fully aware of their own responsibilities. 

 

So where do you start?

Firstly, it’s imperative to implement an effective system for residents to report issues and submit feedback, with building safety complaints able to be prioritised based on the level of risk involved rather than that date they were received. You should also consider what to do if residents find it challenging to articulate issues. For example, you may want to allow them to submit photos that help communicate their concerns. 

 

In addition, the  Principal Accountable Person (PAP) must keep a record of any relevant complaint for seven years, including details of the complaint, actions taken by APs, regulatory involvement, and the complaint’s resolution.

 

How technology can help?

With 81% of residents  saying that it’s important or very important for them to be able to access a portal from a mobile device, it’s paramount that you have a system in place that is mobile-friendly. This will encourage residents to report issues when they spot them rather than having to wait until they are back in front of a computer.

 

With Spike PMS, residents are able to report any concerns or issues via the Spike app, and even attach photos so that staff can get a clearer idea of the issue. 

 

What’s more, Spike PMS can flag any high priority issues based on the information that has been submitted. This means that high-risk issues can be immediately flagged and directed to the relevant team members, with SLAs being set up and tracked against. Issues can also be automatically shared with external approved contractors to be investigated and resolved, with residents being informed and kept up to date on the progress. As all history is recorded against a property, leaseholder and tenant, this provides a central log of all communication which can be used as evidence of notification, in case of future disputes. 

 

Additionally, according to the government’s building safety advice, residents must:

 

  • Read and understand all information provided to them by the building’s duty holders. 
  • Communicate any identified risks, hazards or concerns with the building’s structural safety and fire safety measures. 
  • Strictly follow all fire safety measures for the building. 

With this in mind, Spike PMS provides residents with easy access to key documentation such as safety policies and fire safety documents via a mobile app. Furthermore, whenever newer versions are available residents can be notified, with staff able to see who’s opened and read them which forms an important part of the golden thread. 

 

Example

 

A resident notices a fire door isn’t closing properly. They immediately report the issue via the Spike app. The issue automatically gets sent to the maintenance team and flagged as a priority seeing as it is integral to the safety of the building and the rest of the residents. 

 

The maintenance team respond directly back to the resident acknowledging the reported issue and then send out a building-wide communication via email and the Spike app to notify the rest of the residents of the issue. 

 

Once the maintenance team arrive onsite and after inspecting the fire door, they find that the hinges are loose, causing it not to close properly. They replace the faulty hinges and ensure that the door meets all safety standards and regulations. They then schedule regular inspections over the coming weeks to prevent similar issues in the future. 

 

The property manager sends out an update to the rest of the building informing them that the issue has now been resolved and to remind residents of their responsibility to report any issues via the Spike app.  

Summary

With Spike PMS, property managers can ensure that they not only have an effective resident engagement strategy in place which can be communicated easily to all residents, but also able to provide a quick and effective way for residents to report safety concerns and request additional information via a dedicated app. Thus, ensuring building safety remains a collective responsibility among all stakeholders.