Within the UK property management industry, good communication stands as the cornerstone of success. However, the fast-paced changes in technological capabilities and customer demands have dramatically changed how property managers communicate with customers; the industry is now embracing a wave of smarter innovation.

This week, the POD team explore how change is reshaping the industry and enhancing efficiency, whilst touching on some of our own processes that help to manage resident expectations and protect employee welfare.

From Writing to WhatsApp

The UK property management sector is experiencing substantial changes in the way agents communicate with residents. This has been encouraged and facilitated by the rapid growth of digital platforms, phone apps, and automated systems. What used to be a letter that took 3-5 working days to arrive and a further week to receive a reply, is now a digital message that can be actioned and responded to instantly. Property managers now have the tools to instantly address issues, process payments and schedule maintenance, for example.

At POD, we are aware of the resident demand for quick resolution times, and therefore, innovative technology is required to make this happen. For this reason, we rolled out the option for WhatsApp communication for all residents, which has received positive feedback from both residents and the POD team.

Resident Expectation

Whilst these digital communication tools streamline operations and increase efficiency, this has also brought a shift in expectations and customer demands. We are accustomed to instant responses from other service industries and therefore, customers expect the same level of responsiveness from their property managers on matters that are not so instantly solvable.

The capability to respond instantly is there, so when this expectation is not met, it can lead to frustration. With this in mind, property management companies may feel pressured to respond to inquiries and emergencies instantly, and in many cases, outside of regular working hours.

Employee Welfare

However, with the change in communication expectation and frequency, comes the concern of employee welfare. UK property management is already an inherently demanding job requiring managers to juggle multiple tasks, but paired with the added expectation of constant communication, it can very quickly lead to extreme stress and burnout.

As a property management company, naturally, your residents will be a priority, but the real heartbeat of your business is the team that ensures the day to day runs smoothly. It’s important to recognise that without them, you would not be able to offer a seamless service. However, there are many ways that you can ensure you are protecting employee welfare whilst also maintaining high levels of customer communication and satisfaction.

Smarter Management 

At POD, our back-end processes are what really allow our teams to stand out in terms of efficiency and instil a comfortable working balance for our employees. Here are just some of the ways that we work smarter when it comes to our communications processes, which in turn, impact customer satisfaction:

 

Investing in Tech

Investing in up-to-date property management software that integrates communication, task management, and automation can significantly reduce the burden on staff, whilst ensuring customer satisfaction.

For example, automated systems can handle routine inquiries, such as payment reminders and maintenance requests, freeing up property managers to focus on more complex tasks. AI-driven chatbots and virtual assistants can also provide customers with instant responses to common questions, further reducing the need for constant human intervention.

Moreover, these systems can be configured to manage communications outside of regular working hours, ensuring that urgent matters are flagged and dealt with appropriately, while non-urgent issues can wait until the next business day. This helps maintain a balance between responsiveness and employee well-being.

Automated Processes

Following on from the above, when it comes to Planned Preventative Maintenance, digitalised and automated processes have significantly helped to reduce workloads and make keeping up with planned maintenance easier for our property managers. An example of this would be with our fire safety strategy.

Our team has developed an automated process where our system sends all the relevant information to those that need it at the click of a button, alongside our report and a list of contractors, or access to a site where they can get contractors to come and fix their issue. This process then resets and sends again after a month.

This demonstrates how beneficial it is to be smart behind the scenes. This is a task that simply cannot be forgotten about, as it means being held liable in the event of a fire. The automation eliminates human error and any risk. Plus, with its efficient dashboard view, it enables property managers to quickly check any relevant information at any time, streamlining the whole process and encouraging a smarter workflow.

Culture of Support

Enhancing efficiency doesn’t always involve technology, and one of the best ways to ensure employees feel supported is to encourage teamwork and boundary setting. UK property management companies should establish policies that define when and how employees are expected to be available.

Fostering a culture where employees feel comfortable discussing their workload and mental health without fear of judgement or repercussions is key. Showing that you’re prioritising mental health will help to create a supportive and open work environment. Regular check-ins can also help managers identify signs of stress or burnout early. These conversations should be an opportunity for employees to voice concerns and for managers to offer support, whether through adjustments to workload, additional training, or mental health resources.

Companies can also implement ‘quiet hours’ during which employees are not expected to respond to emails or messages unless it's an emergency. This allows staff to disconnect from work and recharge, which is crucial for maintaining good mental and physical health.

At POD, we always want our team to feel like we have their best interests at heart. By having set boundaries employees know exactly where they stand and feel less pressure to respond out of hours.

Layered Problem Solving

At POD our enquiries are always filtered through to the right person – a single point of contact is not expected to deal with every enquiry as it’s simply too much. We use a two-layer approach where a dedicated support representative or member of site staff (where applicable) handles each query without the need to bring in a property manager. This is a great way of maintaining quick response and resolution times, but to also ensure that no one is overwhelmed by workload.

Health and Safety Innovation

We are extremely passionate about health and safety and have developed our ‘POD Standard’ resident engagement strategies in consultation with a wide range of stakeholders, seeking to optimise their effectiveness and take account of all customer communication touch points.

As a result of this work, our communication and engagement strategies have been featured as a best in class case study for the Building Safety Regulator. This is testament to the focus we put on building safety and the high level of service we offer.

 

Get in Touch

If you are searching the UK property management industry for a credible and innovative managing agent to assist in the smooth running of your property development this year, the POD team are on hand to help you today: 

●      Fill out our enquiry form

●      Email us at relationships@podmanagement.co.uk

●      Call us on 0333 577 6656

We look forward to hearing from you!