Category: Insight

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.

As a property manager in the residential sector, ensuring the health, safety, and satisfaction of your tenants is paramount. 

The recent introduction of Awaab’s Law, a pivotal part of the Social Housing Regulation Act 2023, is set to extend its reach into the private rental sector. This landmark legislation mandates stringent timelines for landlords to address hazards such as mould and damp, enhancing the living conditions for renters.

Understanding Awaab’s Law 

Awaab’s Law was introduced following the tragic death of two-year-old Awaab Ishak, whose respiratory condition was linked to mould in his social housing residence. The law, driven by the campaign efforts of Awaab’s parents, supported by Manchester Evening News and Shelter, seeks to prevent such incidents by imposing specific timelines for addressing mould and damp complaints:

• Investigate hazards within 14 calendar days of receiving a complaint. 
• Provide a written report of the findings. 
• Begin repairs within 7 calendar days if the hazard poses significant risks to health or safety. 
• Complete repair work within a reasonable timeframe. 
• Complete emergency repairs within 24 hours. 
• Maintain clear records of all correspondence with tenants and contractors.

With statistics showing that 14.2% of people privately renting in the UK are experiencing Category 1 hazards, including dangerous forms of damp and mould, the law aims to improve living conditions and protect tenants.

Labour’s pledge to extend Awaab’s Law to private landlords means that property managers need a reliable system to manage and document maintenance issues in order to adhere to these timelines. 

How can Technology Can Help? 

With 81% of tenants 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 tenants to report issues when they spot them rather than having to wait until they are back in front of a computer or at the front desk.

What’s more, The Health and Safety Executive revealed that 4 in 10 tenants 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, tenants 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 tenants updated on the progress. Not to mention making it almost impossible to track against Service Level Agreements (SLAs) and performance metrics for response times.

Spike offers robust, innovative solutions to help property managers not only meet these compliance requirements, but also significantly improve tenant satisfaction. Here’s how Spike’s solutions can streamline your operations and ensure your properties remain compliant:

1.) Streamlined Reporting Process 

Our comprehensive maintenance reporting module is designed to help property managers meet these new compliance standards efficiently. The platform offers a seamless way to manage maintenance requests, ensuring that issues are addressed promptly and thoroughly.

Tenants can easily log maintenance issues through an app, allowing staff to receive real-time notifications on their management dashboard and ensures immediate action, driving tenant satisfaction. 

2.) Increased Transparency 

Two-way communication is facilitated through the platform, allowing tenants to receive updates on their requests and maintenance staff to communicate directly with them. For instance requesting additional information or clarification on an issue, as well as arranging a suitable time for an inspection.  

3.) Efficient Tracking and Prioritisation 

Property managers can track all maintenance requests through a centralised management dashboard. Issues can be prioritised based on their severity, ensuring that high-risk problems are addressed first. 

4.) Enhanced Response Times 

By streamlining the maintenance process, Spike helps speed up response times, ensures that complaints are investigated within the mandated 14-day period, repairs are initiated within the 7-day window, and facilitates the swift management of emergency repairs within the 24-hour timeframe.

This also leads to higher tenant satisfaction, as timely repairs are a key factor in positive reviews. 

5.) Detailed Documentation 

The platform maintains a clear audit trail of all correspondence, with all activities logged against a property and tenant, helping property managers comply with the record-keeping requirements of Awaab’s Law. This ensures that every step, from complaint to resolution, is documented, in case of future disputes.  

6.) Proactive Fault Diagnosis 

As tenants can attach photos to their maintenance requests, this allows maintenance teams to diagnose issues ahead of time and arrive prepared with the necessary tools and parts. This increases the likelihood of fixing the issue in their first visit and reduces response times by 30%.

Property Managers can also benefit from Spike’s powerful reporting module, allowing them to spot any wider issues which could lead to mould, such as leaking internal pipes or poor ventilation, thereby identifying the root causes of damp and mould in the development before it can escalate or spread further. Furthermore, setting up automated tasks can ensure that routine follow ups or check ins are being conducted to ensure these potential hazards are being monitored and addressed.

Summary

As the residential sector braces for the extension of Awaab’s Law, property managers must adopt systems that ensure compliance and elevate tenant satisfaction. Spike’s solutions offer comprehensive maintenance reporting, transparent communication, and efficient tracking of issues. By integrating Spike technology into your property management operations, you can provide safer, healthier, and happier homes for your tenants, ensuring that the demands of Awaab’s Law are not just met, but exceeded.   

For more information on how Spike’s innovative solutions can help you meet compliance requirements and improve tenant satisfaction, book a demo today. 

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. 

Selected by our staff, as Spike’s chosen Charity of the Year for 2024, Hope for Food is a volunteer-driven charity dedicated to providing essential services to individuals and families facing homelessness, poverty, and food insecurity in our local area. Their mission, built on respect and dignity, aligns perfectly with our own company values.

Our last distribution drive with Hope for Food was incredibly rewarding and left a lasting impression on everyone involved. So, with great anticipation, we embarked on our latest initiative, eager to build on the positive experiences of the past. This time, we decided to infuse a bit of cultural flavour into the community meals by introducing a beloved South Indian dish: vegetable biryani.

Bringing Cultures Together Through Food

In a bid to diversify the meals we provided at the community event, Sriya and Shimna, part of our Quality Assurance team, kindly took time out of their day to cook 45 portions of vegetable biryani.

Hailing from South India, this dish holds a special place in their hearts, and they were proud to share it with the community. By sharing this dish, they hoped to offer the community not just a meal, but a taste of their culture and a piece of their home. Biryani is also a favourite when brought in for our office socials and gatherings! 

The Power of a Shared Meal

The sight of the cooked biryani drew smiles and sparked curiosity among the guests, as many of them had never heard of biriyani before, let alone tried it. Our distribution team, alongside Hope for Food volunteers, eagerly served the hot meals, ensuring everyone had a helping of this delicious dish. 

In addition to our contribution, we were delighted to work alongside Leah from White Elephant (By Sala Thai), a local, family-run Thai restaurant that regularly volunteers their time and culinary expertise. They prepared delicious Thai curry dishes for the community meal distribution. The combination of Indian biryani and Thai curry offered a unique and delightful dining experience for the guests, showcasing the rich diversity of flavours from different cultures.

Beyond just serving food, the team engaged with the guests, helping to clean up, hand out toiletries and fresh produce, and most importantly, offer a listening ear. Many of the guests face loneliness and hardship, and the simple act of sharing a meal and a conversation can make a significant difference in their lives. 

A Taste of Home, a Touch of Care

The guests appreciated the effort of bringing something new and flavourful to the table. One guest remarked, “I’ve never had this before and didn’t know if I would like it, but I’m glad I tried it, it was delicious.” This sentiment was echoed by many others, who expressed gratitude for the warmth and friendliness of all those who volunteered their time to take part in the community meals.

For Sriya and Shimna, this experience was particularly meaningful. They were able to share a piece of their heritage and see the joy it brought to others. It was a reminder of how food can bridge cultural divides and bring people together in unexpected ways.

Reflections and Looking Forward

Our second experience with Hope for Food reinforced the importance of community and the power of kindness. It was heartening to see how a simple dish like biryani could bring so much joy and comfort. This event also highlighted the value of cultural exchange and the ways in which our diverse backgrounds can enrich the lives of others. 

As we look forward to future collaborations with Hope for Food, we are inspired to continue exploring new ways to support and uplift the community. Whether through meals, conversations, or shared experiences, we are committed to making a positive impact. 

You can help support their fantastic work here. 

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.

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.

In a world where connectivity is abundant, we ironically find ourselves less connected to the physical world than ever before. 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.

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.

With this in mind, developers are increasingly looking for ways to integrate health and wellness into their core offerings. Technology can play a crucial role in fostering this culture. Here’s how resident engagement portals like Spike Living can help build a wellness-focused community. 

1.) Facilitating communication and connection 

Online Community Clubs and Forums

Resident portals like Spike Living empower residents to meet their neighbours via online clubs and forums, then organise real-life meetups whenever they feel ready. From fitness clubs for activities like running, walking, and cycling to clubs focused on living with particular health issues, these groups encourage residents to stay active and build strong social connections. Unlike traditional social media, Spike Living can only be accessed by residents, ensuring that they are communicating with genuine neighbours without the risk of scammers and strangers.

Event Notifications 

Findings from the HomeViews Build to Rent Report 2024 indicate that residents participating in community challenges are 20% more likely to report higher levels of overall satisfaction with their living environment. By providing the ability for developers and operators to promote events directly to residents via the Spike Living app, this can increase participation by 46%, and as events can be ticketed, this allows staff to know in advance how many residents to expect.

In addition, community challenges are a fun and effective way to engage residents and promote a culture of wellness. Spike Living makes it easy to organise and manage fitness challenges such as step count competitions, cycling miles, or group workout sessions. Residents can track their progress and see how they rank against their neighbours, adding a friendly competitive element. As well as encouraging residents to participate in healthy eating challenges by sharing recipes, creating cooking workshops, and tracking participants’ progress through the portal. 

2.) Promoting Mental and Physical Health 

Access to Amenities 

According to Mind UK, there are numerous studies that reveal how physical exercise can improve mental health, from lifting moods, to improving sleep and a great way to connect with others.

By utilising  Spike Living, residents can view and book available fitness classes and amenities within a few taps, all from the comfort and convenience of their homes. Spike Living also allows amenities and fitness classes to be ticketed and chargeable, providing an additional revenue stream for property managers.

Access to Information

Recent statistics from HomeViews’ 2023 Build to Rent (BTR) report show that communities with regular health and wellness communications have a 15% higher engagement rate among residents, demonstrating the impact of consistent and valuable information on resident participation.

Resident portals like Spike Living allow developers to share regular articles, tips, and updates related to health and wellness. Whether it’s advice on maintaining a balanced diet, the benefits of regular exercise, or mental health support, these updates keep residents informed and motivated. In addition, developers can also create and schedule monthly newsletters that highlight upcoming events, success stories from residents, and new health initiatives within the community.

3.) Fostering a Sense of Belonging 

Over 80% of residents report that they want to live in a neighbourhood with a thriving array of local businesses, Spike Living’s ‘around me’ feature encourages newcomers to explore their local area by providing a guide to all the places around them, and by partnering with local businesses, residents can benefit from exclusive discounts, encouraging them to fall in love with their independent chains. 

Summary

Technology plays a pivotal role in building a strong community culture around health and wellness by facilitating communication, promoting education, encouraging physical activity and mental well-being. As operators continue to navigate the demands of modern living, integrating resident engagement portals like Spike Living into their developments is not just beneficial – it’s essential.

Looking for more ideas on how to incorporate health and wellness events into your development? Download our 2024 Community Engagement Guide, which outlines numerous health and wellness related events throughout the year.

Our recent volunteer work at Hope for Food‘s community meals initiative was not only a humbling experience, but also a powerful reminder of the positive impact that community service can have on both those we help and ourselves.

Selected by our staff, as Spike’s chosen Charity of the Year for 2024, Hope for Food is a volunteer-driven charity dedicated to providing essential services to individuals and families facing homelessness, poverty, and food insecurity in our local area. Their mission, built on respect and dignity, aligns perfectly with our own company values.

Understanding the Need

The issue of food insecurity in the UK has reached alarming levels, with 7.2 million people living in ‘food insecure’ households in 2022/23, an increase of 2.5 million since the previous year. In light of these staggering statistics, we were determined to take action in our own local community here in Bournemouth.

Hope for Food supports around 160 families each week with food parcels, fresh produce, toiletries, and household cleaning packs. They also cater to the homeless and vulnerably housed by providing food, drinks, clothing, bedding, and other essentials to 600 guests each month, on a twice weekly basis. Their comprehensive support system responds to both general needs and specific requests from social and support workers, ensuring a wide-reaching impact. 

Our Volunteering Experience

Our staff split into two teams for this initiative. The cooking team prepared over 40 portions of shepherd’s pie and 5 vegetarian options, thanks to the generosity of a colleague who offered their kitchen.

The second team was responsible for packing the meals, ready for distribution at the community meals. This collaborative effort highlighted the strength of teamwork and the collective drive to make a difference. 

Upon transporting the meals to Hope for Food’s community meals initiative in Bournemouth, we joined the charity in setting up tables to distribute a variety of items. These included sandwiches, cakes, soup, hot drinks, clothes, books, and more to the 76 guests who attended. Our team members took on various roles, from distributing hot meals to providing clothing, engaging in conversations with guests, and ensuring that everyone felt supported and listened to. 

Impact on the Guests

The impact on the guests of the community kitchen was profound. Many of them received their first hot meal in days, a simple yet vital necessity that brought comfort and nourishment. The provision of clothing and other essentials also addressed immediate physical needs, while the act of engaging in conversation helped alleviate feelings of loneliness and isolation, which are closely linked to homelessness. 

The gratitude expressed by the guests was overwhelming. For many, the community meals initiative is not just a place to receive food and clothing, but a safe space where they are treated with dignity and respect. Our presence and willingness to listen and support meant a great deal to them, reaffirming their sense of worth and humanity. 

We were amazed to see the number of volunteers who regularly took part in the community meal initiative. Their dedication and tireless efforts to support those in need were truly inspiring. These regular volunteers are the backbone of the operation, consistently showing up to make a difference in the lives of others. It was heartening to witness how our community comes together to support one another, embodying the spirit of solidarity and compassion. 

Benefits to the Local Community

Helping our local community benefits us all in multiple ways. It fosters a sense of solidarity and mutual support, strengthening the social fabric that binds us together. When we support those in need, we create a more inclusive and compassionate community where everyone has the opportunity to thrive. Additionally, addressing issues like food insecurity and homelessness can lead to broader societal benefits, such as improved public health and reduced social costs.

For us at Spike, the experience was deeply fulfilling. It provided a powerful reminder of the impact we can have when we come together to support our community. We left the community meal initiative with a renewed sense of purpose and pride, knowing that our efforts had made a tangible difference in the lives of others. It was an eye-opening experience, one that has inspired us to continue seeking ways to contribute to the well-being of our community. 

Support Hope for Food

To sustain and expand the invaluable work of Hope for Food, we encourage everyone to consider supporting their initiatives. Whether through donations, volunteering, or simply spreading the word, every bit of help can make a significant impact. Together, we can ensure that no one in our community has to face hunger or homelessness alone.

You can help support their fantastic work here.