10 things every top BTR operator should be doing for residents

How to improve and sustain your resident satisfaction

The biggest factor in determining the happiness of BTR residents is the effectiveness of their building’s management team. This is the conclusion drawn from the UK’s largest dataset of verified resident reviews on HomeViews.

So, what should operators be doing to improve and sustain resident satisfaction?

1. Ensure customer service is king

“The lovely concierge team always welcome us with great smiles, they professionally manage sorting all active issues in a timely manner. Habiba and Kirsty are the best. They are the heart and soul of Aston Place. I have never met customer service providers who are working as hard to make our experience at Aston place better and unforgettable. A great big thank you to both of you.”  – AL, Verified Resident on HomeViews, Aston Place by Dandara Living, October 2021

2. Enable your community

“The staff are all so friendly and welcoming, and the activities which are put on for the tenants are always great. Having an app where we can create posts has been such a good way of meeting people (especially since myself and my flat mate are new to Manchester).”  – Jodie, Verified Resident on HomeViews, Vox by Allsop Letting and Management, October 2021

3. Offer the most valued facilities








“Lovely brand new building, great facilities and convenient 24hr front desk for collecting parcels and maintenance, has a great gym, communal area and communal roof terrace. Private parking available for a fee and hire able meeting rooms as well.”  – Sean, Verified Resident on HomeViews, Box Makers Yard by Legal & General and Urbanbubble, April 21

4. Create a sense of safety and security

“Living in a secure community has provided a safe environment and should any issues arise, the management team are easily contactable and on hand to deal with this.”  – Keren T, Verified Resident on HomeViews, be:here Hayes, Part of Apo, March 2021

5. Focus on design and interior quality

“Beautifully designed building with very inviting communal spaces (snug, parlour, roof terrace etc). The apartments are equally well-designed, making good use of the available space and are finished to a very high standard. The view from the balcony is spectacular, especially at night!”  – Dan W, Verified Resident on HomeViews, 8 Water Street by Vertus, Sept 2021

6. Communicate clearly

“If I had been asked a year or so ago, I probably would have rated higher, but Covid locking everything down, and yet being told there would be a rent increase despite all the “included facilities” being unavailable was a joke.” – Verified Resident on HomeViews

7. Manage resident perception around ‘Free’

“Furthermore, living here gives you access to the free gym and the facilities there are great as there is sufficient gym equipment for even advanced trainers.”  – Ben S, Verified Resident on HomeViews, Chapel Wharf by Dandara Living, October 2021

8. Maintain cleanliness

“The care taken (cleaning etc) during the COVID lockdown and which continues has been top notch.”- Jon, Verified Resident Review on HomeViews, Union Wharf by Essential Living, August 2021

9. Provide parcel delivery services

“The building is modern, I love the communal spaces by the entrance of the building, I love that we have concierge as well as it adds to the safety element that is required in any home. I especially love that I don’t need to be home to accept parcels and that they’re kept safe in the building’s parcel room.”  – Sam D, Verified Resident on HomeViews, Aston Place by Dandara Living, March 2021

10. Offer flexible services

“The wifi isn’t great which has been difficult working from home (though this is currently being worked on), and the energy provider (who you must use) is very expensive”  – Verified Resident on HomeViews


To read the full article, visit The UKAA’s Best Practice Guide.