Category: Insight

As the property management sector continues to adapt to new regulations and increased scrutiny, the latest Housing Ombudsman report highlighting over 100 severe cases of maladministration related to damp and mould serves as a stark reminder of the pressing need for better property management practices. These cases reflect a range of failures, from delayed responses to inadequate repair work and poor communication with residents. 

This report follows shortly after our previous blog on Awaab’s Law, where we explored the legal obligations surrounding damp and mould and the devastating impact these issues can have on residents. With the Housing Ombudsman’s findings revealing that damp and mould complaints remain a significant challenge, the question arises: how can property managers ensure they are not only compliant but also proactive in preventing these issues from escalating?

Why This Matters Now More Than Ever

The timing of this report couldn’t be more crucial. Following the enactment of Awaab’s Law, property managers now face stricter compliance requirements, with penalties for non-compliance growing more severe. Awaab’s Law mandates landlords to address mould and damp problems within strict time frames and ensures that tenants have better avenues for reporting these issues.

However, as the Housing Ombudsman report reveals, it’s not just about having the right policies in place; it’s about the effectiveness of implementation. This is a reminder that compliance alone isn’t enough – property managers must actively engage with tenants, ensuring that their concerns are heard and that solutions are both timely and sustainable.

At Spike, we know that effective property management relies on seamless communication and efficient workflows. Our award-winning Spike Living platform is designed to help property managers address damp and mould issues quickly and efficiently, ensuring that all tasks, from reporting to resolution, are tracked and completed in real-time, with the golden thread of information easily accessible.

How Spike Living Can Help Address Damp and Mould Issues

Spike Living offers a range of features that can be integral in preventing, managing, and resolving damp and mould issues:

1.) Real-Time Reporting and Communication
Delays in addressing damp and mould issues can have serious consequences, not just for tenant health but for your reputation as a property manager. Clear communication channels and a system to track complaints can prevent issues from spiraling out of control.

What’s more, many of the Ombudsman’s findings pointed to a breakdown in trust between tenants and property managers. Keeping residents informed about the steps you’re taking to resolve their complaints is critical for maintaining good relationships and ensuring their concerns are addressed promptly.

With Spike Living, tenants can easily report damp and mould issues through the platform, ensuring their concerns are logged promptly. Property managers are immediately notified, enabling fast action to address the issue. The platform’s built-in messaging system allows seamless communication with residents, ensuring they are informed of progress and outcomes.

The platform integrates with tools like Fixflo, enhancing the repair and maintenance workflow. This ensures that reports are automatically transferred to the correct teams for action, allowing residents’ concerns to be addressed promptly and efficiently. 

2.) Maintenance Tracking and Scheduling for Proactive Maintenance 
Preventative measures, such as regular property inspections and maintenance checks, can go a long way in identifying and mitigating damp and mould risks before they become major issues. Ensure your team is trained to spot early signs of these problems.

Spike Living allows property managers to schedule, set reminders for regular property inspections and track maintenance tasks. With a centralised system to manage repairs, you can ensure that any issues related to damp or mould are identified and addressed quickly, before they escalate.

The platform also provides data-driven insights that allow property managers to identify recurring issues across properties. If there are patterns related to damp or mould, this can trigger proactive action, such as improving ventilation or scheduling more frequent inspections in affected areas. 

3.) Documentation and Case Management 
As the report demonstrates, maladministration cases often arise from a lack of thorough documentation. It’s essential to keep records of all communications, repairs, and inspections related to damp and mould issues to avoid potential legal challenges.

Spike Living allows property managers to document all complaints, communications, and resolutions in one place. This feature provides a comprehensive record of all actions taken to resolve damp and mould issues, which is critical for compliance and accountability, especially when dealing with regulatory bodies or in the event of a dispute.

Conclusion: A Call to Action for Property Managers

As the Housing Ombudsman report and Awaab’s Law highlight, it’s clear that the traditional methods of property management may no longer be sufficient to meet the demands of today’s regulatory environment. Property managers must embrace a more proactive and technology-driven approach to keep pace with evolving regulations and resident expectations.

Spike Living not only helps property managers stay compliant with the latest legislation but also fosters better communication with residents, ensuring that issues like damp and mould are reported and resolved in real-time. By leveraging technology, property managers can stay one step ahead, helping to avoid the pitfalls outlined in the Ombudsman’s report, and ensuring they provide the safest, healthiest living conditions for their residents.

Book a demo today to learn how Spike Living can help you stay on top of damp and mould issues and maintain the safety of your properties. 

As we approach the end of the year, property managers may feel inclined to delay new initiatives until January. However, setting up your resident engagement platform now, rather than waiting for the post-holiday rush, can set you apart and position your property for a strong start to 2025.

Here are 5 reasons why Q4 is the ideal time to implement your resident engagement portal and how it can give you a strategic advantage:

1. Start the Year Strong 

January often brings a flood of new tasks and budget planning, leading to an operational backlog for many companies. By implementing your resident engagement portal now, you bypass this bottleneck, allowing your team to focus on driving resident engagement without the chaos of the January workload.

Smooth workflows mean fewer disruptions and delays, and a more streamlined experience for everyone involved, thereby allowing you to build early momentum and hit the ground running into 2025. 

2. Leverage Q4 Downtime for a Seamless Setup

Q4 is typically a quieter period operationally, making it an ideal time for setup, troubleshooting, and refining processes without disrupting day-to-day activities. Using this downtime to familiarise your team with the platform ensures a seamless transition, allowing for hands-on training and troubleshooting before the busy new year.

A recent survey revealed that 63% of businesses implementing digital solutions in Q4 experience accelerated results within the first quarter. By taking advantage of this lower-traffic period, you’re positioning your team to overcome early hurdles, ensuring your portal is fully functional when residents need it most.

3. Get Ahead of the Competition

Companies that embrace technology early on gain a head start over those who wait until January. With many property managers scrambling to implement systems in Q1, you can stand out by being ready to engage residents from day one of 2025. Implementing now gives you the competitive advantage of a system that’s already optimised, with a trained team and established workflows in place.

Waiting could mean missing out on early engagement opportunities – and possibly facing onboarding delays as others rush to set up their systems. According to McKinsey, companies that adopt tech tools ahead of the competition see up to a 20% higher rate of resident retention. The preparation now can also help you avoid onboarding delays and any early hurdles, ensuring that your property stays ahead of the curve and well-prepared for resident expectations in 2025.

4. Maximise Resident Engagement Over the Holidays

The holiday season offers a unique opportunity for resident engagement. Many residents are more active and interested in community events during this festive period, and with a solution like Spike Living, property managers can enhance communication through clubs and forums, promote holiday events, and organise activities that build community spirit.

Spike Living‘s extensive features, such as event booking, announcements, and push notifications, allow you to easily share holiday promotions, send reminders for events, and encourage interaction among residents. By launching your portal now, you’re creating a platform where residents can easily access information and register for Christmas events, community activities, and holiday-themed promotions. This not only helps build goodwill and strengthen relationships but also fosters a sense of community that enhances satisfaction and retention.

Launching during the holiday period can create a connected, festive environment that resonates with residents, showing them that your property is invested in their experience.

5. Enjoy Quick Setup and Immediate Benefits

One of the biggest misconceptions about implementing Spike’s technology is that it requires a lengthy time commitment. In reality, our setup process is streamlined, allowing you to have your resident engagement portal ready to go in just a few weeks. This means you can launch well before January, giving residents immediate access to its benefits. 

Residents today expect digital solutions. A recent report found that 93% of resident portal users consider this technology to be important. What’s more, The National Multifamily Housing Council found that 55% of residents expect tech-driven engagement options to be available by 2025. By implementing your engagement platform now, you’re meeting these expectations early and enhancing resident satisfaction, positioning your property as both forward-thinking and resident-focused. 

Don’t Wait – Make Q4 Your Competitive Advantage 

Taking action in Q4 gives you a head start, positioning your property for a seamless and productive beginning in 2025.

By implementing your resident engagement portal now, you’ll not only avoid the January rush but also provide your team and residents with the tools they need to thrive from day one. This proactive approach leverages the quieter months to set up, train, and tailor the platform, while the holiday season adds an ideal opportunity to foster community spirit and build resident connections. Make this season a launchpad for a smooth, resident-centered experience that sets your property apart and establishes momentum for the year ahead. 

Ready to get started? Book a demo with us today to explore how Spike Living can help you make the most of Q4 and prepare for a successful new year! 

We are excited to announce that Spike has been shortlisted for the PropTech Innovation category at the prestigious News On The Block Property Management Awards (PMAs) 2024. This nomination celebrates our commitment to driving technological innovation within the property management sector, recognising Spike as a leader in transforming property operations and resident engagement through our revolutionary technology solutions.

A Year of Innovation and Excellence 

Over the past 12 months, Spike has focused on driving efficiencies, enhancing communication, and ensuring compliance across the property management sector. We are proud to be trusted by over 100 property management companies worldwide, serving more than 100,000 residential units. In 2024, we launched a significant software upgrade, making our market-leading resident engagement platform, Spike Living, even more user-friendly, allowing property managers to streamline day-to-day operations, automate manual tasks, and gain greater visibility over building safety and resident engagement.

Spike Living has helped clients reduce communication time by 89% and time spent on repetitive tasks by 76%. With an average 87% adoption rate of our resident app, we are leading the way in transforming the property management experience, delivering tangible results to our clients.

Shaping the Future of Property Management 

Spike’s platform is at the forefront of innovation, enabling property professionals to automate routine processes, centralise data, and significantly improve their operational efficiency. By integrating with finance, CRM, and maintenance systems, we offer a holistic view of property management operations. With Spike, tasks like service charge updates, defect reporting, and fire safety communications are simplified, and essential information is accessible to residents, ensuring compliance with the Building Safety Act 2022.

The industry’s adoption of technology is critical, and Spike is proud to be part of the movement that helps property managers modernise their operations and create safer, more engaged communities.

Leading the Way in Resident Engagement and Compliance 

Our technology is not just about improving efficiency; it’s about creating stronger, more transparent relationships between property managers, tenants, and leaseholders.

As the Hackitt inquiry highlighted, the lack of access to safety information and poor engagement with residents can have severe consequences. Spike Living ensures that building managers remain compliant, while also giving residents the tools they need to manage their own properties effectively.

With Spike, property professionals have the technology they need to meet today’s challenges, while preparing for the future of the property industry.

Celebrating Industry Achievements 

We are incredibly grateful to the judges for considering Spike for this award and recognising our contribution to the industry. The award ceremony will take place on 21st November 2024 at City Central, at the HAC, and we look forward to celebrating the achievements of the sector alongside the most forward-thinking companies in property management.

For the full award shortlist, click here. 

Thank you once again for this honour, and we look forward to continuing our journey of innovation and excellence in the property management industry.

Last Sunday, team Spike joined thousands of runners for the annual Run Bournemouth 2024 event, with Jack, Aaron, and Ben taking on the Supersonic 10k route. The race started at Hengistbury Head and ended at the iconic Bournemouth Pier, with our team powering through the scenic coastal course – all in the name of raising awareness and funds for Hope for Food, our Charity of the Year.

At Spike, community is at the core of our values, and supporting charities like Hope for Food is a natural extension of that commitment. Hope for Food is a charity close to our hearts because of the vital services they provide to individuals and families in need. Their work ensures people have access to meals, food parcels, clothing, and basic household items, giving hope and dignity to those facing hardship. We are proud to support their mission, as it aligns with our dedication to building strong and supportive communities.

Participating in this event wasn’t just about crossing the finish line, it was about running with purpose; to make a tangible impact on our community and support those in need within our local communities. Hope for Food tirelessly works to combat food insecurity, and by running this race, Jack, Aaron, and Ben aimed to make a meaningful contribution to their efforts. 

We couldn’t be prouder of their dedication and hard work in training and running the 10km. Taking on the challenge wasn’t easy, but their strong performances, combined with their commitment to the cause, made their efforts even more impactful.

We’d also like to extend a massive thank you to everyone who has donated so far. Your contributions directly support Hope for Food’s mission, and if you haven’t had the chance yet, there’s still time to get involved. Every bit helps make a difference to those facing hardship in our community. You can donate through our JustGiving page here.

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. 

We are delighted to share that Spike has been nominated for the Supplier of the Year (Technology) – Apps award at The Negotiator Awards 2024!

This nomination is a testament to our dedication to delivering innovative solutions that address the most pressing challenges in property management today. By streamlining processes, improving compliance, and elevating tenant engagement, Spike is not just a technology provider – we’re a partner in creating safe, connected, and vibrant communities.

Tackling the Challenges in Property Management

The property management landscape is facing unprecedented challenges due to recent changes in building safety legislation, evolving tenant expectations, and the increased emphasis on community engagement. At Spike, we understand that property managers are juggling complex tasks – whether it’s ensuring compliance with regulatory changes, fostering a sense of community, or maintaining seamless communication with tenants and leaseholders. 

A recent survey by the Health and Safety Executive found that only 50% of tenants are satisfied with their building management companies. This statistic highlights the pressing need for improved communication and transparency, and it’s an area where our solutions have made a significant impact. 

How Spike Are Addressing Current Needs

Our solutions are designed to address the most pressing challenges in the industry. Here’s how our solutions stand out:

1. Compliance with Building Safety Legislation: Spike’s platform offers property managers full visibility of every tenant and leaseholder within a building, making it easier to stay compliant. 
2. Enhanced Communication: Communication breakdowns have long been a pain point in the sector. With Spike’s tenant portal, we have achieved an impressive 87% uptake across our client base, allowing for effortless, direct communication via push notifications and real-time updates. This ensures that tenants and leaseholders receive essential information promptly and have access to a self-service platform, reducing the need for direct contact. 
3. Automating Manual Processes: Property managers often spend up to 288 hours annually on repetitive tasks, such as service charge notifications and defect reporting. Our system automates these tasks, resulting in an 89% reduction in communication time and a 76% decrease in time spent on repetitive processes, freeing up managers to focus on delivering exceptional service. 
4. Centralised Data and Integration: Spike integrates seamlessly with finance, CRM, and maintenance systems, providing a single, unified view for property managers. This centralised approach not only enhances operational efficiency but also strengthens the golden thread of information, ensuring that all data is easily accessible and up-to-date.

Summary

As we continue to adapt and develop our solutions, we remain committed to supporting property managers, tenants, and leaseholders with solutions that not only meet their current needs, but also anticipate future challenges. Our focus on combining technology, community engagement, and regulatory compliance ensures that we remain at the forefront of property management. 

As we eagerly await The Negotiator Awards gala dinner at the Grosvenor House Hotel, London, on 29th November 2024, we extend our gratitude to the judges for recognising Spike’s contributions to the industry.

Congratulations to all the finalists who made the shortlist! We’re looking forward to an exciting night celebrating innovation, excellence, and the future of the residential property industry.

See the full shortlist here.

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:

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:

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. 

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.