Resident Engagement – 5 Tips to Strengthen yours

As Spike’s Community Manager, I’ve pulled together five simple things PRS operatorsproperty managersasset managers, developers and home builders should consider when putting together a resident engagement plan. These actions will boost engagement levels and ultimately help you nurture content, loyal residents who want to occupy your spaces for longer. 

COVID-19 has disrupted every aspect of our lives. For many this change has provoked a priority shift and attitude change. In order to stay competitive, businesses must adapt to these changes and support their residents through these uncertain times. 

Resident Engagement Tips

1. Think beyond traditional face-to-face events.

Six months ago events were likely a large part of your resident engagement strategy. Even with restrictions lifting, residents and staff will be cautious of mass gatherings. Despite restrictions we’ve seen some fantastic innovation with community engagement initiatives. These examples prove it’s still possible to rally together as a community, even from a safe social distance. Moda Living for example hosted a pizza night for their residents, which was launched through their Resident App, My Moda. Moda partnered with a local Italian restaurant to deliver a pizza to each resident who’d signed up, as a treat from Moda. This small act of kindness supported their local community and made residents feel less alone and supported. In the midst of lockdown this was a real boost for their community. 

2. Establish open lines of communication between your staff and residents.

On-site teams play an important role in nurturing your residential community, even if they’re not onsite all the time. Residents need to feel comfortable in approaching staff about problems and/or worries, and feel issues are dealt with quickly and efficiently. After all, happy people make happy spaces and feelings of dissatisfaction can be very disruptive.

Some of our client’s have chosen to set up ‘I’m happy’ and ‘I’m not happy’ forums in their Resident Apps. Residents can then post issues or praise accordingly. Although this might sound risky it gives operators the right to reply to any complaints as a result, and keeps the problem contained. Moreover, it offers residents complete transparency which then translates into trust and loyalty. 

3. Empower residents to socialise outside of organised activities.

Although organised activities and initiatives are important, there will be residents who prefer to socialise with neighbours on their own terms and in their own time. It’s important to give your resident’s choice in how they interact. Since the start of lockdown in March we’ve seen an incredible 700% rise in social interactions across our resident portals. These interactions include comments, likes and messages on social forums and clubs. We’re now seeing these digital interactions  transforming into face-to-face friendships. What is even more encouraging, for instance, is that residents are now creating these forums themselves, creating micro-communities. We’ve seen everything from charity bake-sale forums to poker clubs being created as a result. 

4. Listen to your residents.

Many make the mistake of assuming they know what their residents want, and create a strategy around these assumptions. As a result these efforts are often wasted. Invest in really getting to know your residents. This can be done in a number of ways; Fizzy Living created a service where residents can reach out to their buildings managers to book an hour slot to discuss their life at Fizzy. Building managers then come away with actionable insights to implement moving forward and residents feel heard. Another simple way to do this is by tracking and analysing data from your resident portal, identifying popular subjects, events, discussions and pain-points. 

5. Plan, Track, Analyse, Plan 

Despite the ever-changing landscape it’s still important to plan ahead when it comes to resident engagement. Our in-house Community Engagement Team put together a monthly engagement plan with our clients to map out key activities. Following this, the teams meet at the end of the month to analyse data, spot trends and make changes accordingly. This approach is instrumental in the success of portals. As a result this allows our client’s so stay one step ahead.

To find out more about how Spike could help improve your resident engagement, retention and reputation, get in touch and a member of the team will be in touch shortly. 


Community Engagement Growth Across Spike

Since February – the last month prior to lockdown – engagement on Spike Living saw over a sevenfold increase in the volume of posts, shares and interactions (March; 712%, April; 680%), covering community outreach, social forums, events and bookings, from a cross-section of our portals. 

Our Community Engagement team have been working with clients to ensure their residents are supported throughout these uncertain times and to ensure they still feel a part of a thriving community, albeit a socially distanced community. We’ve seen everything from balcony workouts to pizza parties, from wellness workshops to charity bake sales organised and advertised through our portals. As the data shows these initiatives have been extremely well received.

As leaders we need to be considering resident and staff mental health, happiness and wellbeing. Long-term social engagement to create a sense of wellbeing and identity is key to this happiness. Spike Living delivers exact that.  End users feel invested, valued and better connected to their homes or work places.

We form long-term partnerships with our client’s to help them move into this new age of community management. At Spike we offer more than just technology solutions, we work with our clients to improve their community engagement strategies to achieve their KPIs. We make it our business to understand how communities interact and we share these insights with our clients.

Want to find out more about Spike could do for your business? Get in touch and a member of the team will get back to you.


Spike to Host Community Webinar with UKAA

Building on & Maintaining community post Covid-19

Spike Global is teaming up with the UKAA to host a webinar on Wednesday 27th May, at 10 am. The webinar brings together operators, industry experts and tech providers to discuss the future of community building.

The webinar will be addressing how the BTR and wider real-estate industry can continue to place community at the centre of their developments, maintaining engagement levels with residents.

>> Register here to attend

We will be exploring:

  • Stats that show community is more important than ever before and what these really mean.
  • How the industry can continue to deliver in this important area, as we start to emerge from isolation.
  • How did operators fair during lockdown and what changes need to be made moving forward?
  • What parts of community are important to residents and what really adds value to their experience, how can developments continue to be pro-active in this area?

We’ll look at data from reviews, industry trends and examples of how operators are implementing changes to prioritise community.

Sound interesting? Registration is free, simply click here to secure your place.

Joining us on the panel we have:


Why Mental Health Needs to be Top of your Organisation’s Priority List

Covid-19 has fundamentally changed the way we live our lives, across the globe. In six short months the disease has shut borders, grounded planes, closed schools and cancelled thousands of events, large and small.

With the easing of lockdown on the horizon, the trauma and stress of the last few months has not been forgotten, yet we’ll soon be expected to re-enter our cities, get back on public transport and start living some elements of pre-lockdown life. Without the certainty of a vaccine anxieties will naturally be high and people’s mental health will be strained after months of isolation.

Businesses, developers and operators need clear, concise, communication strategies to ensure staff and/or residents feel safe and supported. Businesses will need to provide initiatives to support people’s mental health and provide an easily accessed area where people can find information and reach out for help. How businesses act during these uncertain times will be remembered, and we all need to work together to ensure the safe re-opening of society. 

As leaders, we need to be considering our resident’s mental health, happiness, and wellbeing. Jeremy, CEO of Spike Global comments: “Long-term social engagement to create a sense of wellbeing and identity is key to residents’ happiness. End-users feel invested, valued and better connected to their homes or workplace.”

He also adds “Many businesses claim to have a ‘people first’ approach to business. These values will be tested over the coming weeks and months, and organisations need to ensure they are actively supporting their staff and residents through these uncertain times, ensuring they are comfortable navigating through the new normal.”

Throughout-lockdown Spike software has been invaluable to users, keeping people connected, engaged and informed. Spike has helped businesses start and manage digital mental health initiatives, help forums, fundraisers, virtual get-togethers and much more. Spike was even named one of Property Week’s Top 5 Tools to get the industry through the crisis. Spike are now helping our clients with re-opening strategies and communication plans.

What plans do you have in place?


Spike Named as One of Property Week’s Top 5 Covid-19 Tools

Staying connected during lock-down is extremely important for people’s mental and physical health. Spike is so happy to be able to play a part in keeping communities together through isolation.

Spike are honoured to be named one of Property Week’s Top 5 Tools to help the industry through the Covid-19 Crisis. Being named number one for community. Our software allows residents to continue to socialise through our portals, keeping residents connected to their buildings and communities.

It’s been heart-warming seeing our clients and residents adapt to the ‘new normal’. We’ve seen everything from people offering help and to neighbours, to group video work-outs and fundraising organised via our portals. 

Our software has also allowed front-of-house staff to work from home. Spike Living keeps staff connected to buildings and their residents needs, via our building management system, with minimal disruption to residents. 

Fizzy Living, a build-to-rent provider in London, uses Spike across seven developments, and are also mentioned in the article.

“We have a strong community at Fizzy and we are communicating with residents through the app throughout the day,” says Mandy Ghumman, head of sales and marketing at Fizzy Living. “We provide reading materials, free online classes, working-from-home tips and any other interesting guidance that we find online.”

Clients include, Moda LivingBattersea Power StationVertusPocket LivingAptBallymoreJLLCA Management,  and Renaker.

Read the full article here.

Case Study

Spike App Launches at Deansgate Square West Tower

We are very excited to announce the launch of the Deansgate Square West Tower, Spike Living Portal. Following the success of the app launching in their South Tower earlier this year, with 95% of the residents actively using the app to book amenities, manage deliveries, interact with neighbours and much more. 

Deansgate Square takes contemporary city centre living to a whole new level. Marrying together luxury living with unprecedented private on-site amenities, set in an iconic location at the heart of Manchester.