Property Management

The evolution of property management: Why proactive service is key

Over the past two decades, the property management sector has seen a significant transformation.

Historically, the relationship between landlords and residents was rigid and defined purely by contractual obligations, often filled with complex language making it difficult to understand. This left many residents feeling uncertain about their rights and responsibilities, leading to frustrations and sometimes, some regret about their purchase.

Over the past few years this has shifted dramatically. Residents are actively engaging with their landlord. They are seeking to enhance their living environment and provide new ideas to improve communication with property managers and landlords – helping us to deliver a better service.

Working in the property sector for over 20 years, I’ve witnessed this evolution first-hand. As director of operations at Redwing, the team and I understood that we needed to adopt a new approach to property management, focusing on customer-centricity through proactive services and person-centred communication.

So, how did we get to this place? Here are my top tips on improving engagement, communication and resident satisfaction.

Clarity in contracts

Leases and tenancy agreements can be wordy and confusing. For best practice, make sure they’re written in plain language so residents have a clear understanding of their obligations before signing. As soon as we implemented this ourselves, we saw a reduction in overall customer confusion and disputes.


No two residents are the same. It’s important to recognise the diversity of your residents’ needs and ensure that landlord services and approaches are flexible. There is no one-size-fits-all approach, remain open to change and tailor services to meet the needs of tenants. Provide choice and deliver an outstanding service.

Going above and beyond

Your team must have a mindset of going above and beyond for residents. Whether it’s addressing concerns promptly, providing additional support, or going above what you are contractually obliged to because it’s the right thing to do, prioritise customer satisfaction above all else. This will result in a huge shift for both your team and their relationships with residents.

Comprehensive service

Shifting focus beyond transactions to provide a comprehensive service is crucial. The property sector is highly competitive, so delivering an exceptional service is key to retaining loyalty and staying ahead in the market.

Proactive communication

Inform, update, and respond to residents proactively. This is such an important moment for them and their lives, the last thing they need is to be on tenterhooks for days. This is particularly key when it comes to communal services. At Redwing, we inform our residents when contractors have attended, provide reports on their performance and next steps on any issues raised. Even if the update is minimal, this proactive and positive communication demonstrates we are effectively managing the building. When done consistently, this builds trust and reassurance with residents.

Invest in your team

Alongside switching our approach, we also invest in our team at Redwing. This means we maintain high standards and are equipped to adapt quickly to evolving industry changes within the property sector. As with the anticipated changes in the leasehold reform act, rent reform bill and the additional remit of the property ombudsman, we will all continue to see our sector evolving and customer expectations rising. Get ahead of the trend!

Ultimately, it’s about being human. I always say to my team that the most important thing we are here to do is provide an outstanding and flexible service to our customers. If you can invest time and effort into being flexible to suit customers’ needs you will build long-term relationships, loyalty, and your reputation. Our industry is highly saturated, and with the surge of AI and other tools, is becoming increasingly impersonal. Use your humanness to stand out from the crowd and you will be pleasantly surprised at the shift in both your team and your customer base’s happiness.

Connect with Michelle on LinkedIn

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