Building Tenant Satisfaction Through Proactive Block Management
- Staff Desk
- Aug 1
- 5 min read
Updated: Aug 13
Do you want happy tenants who pay their rent on time and call you less often?
Every block management company dreams of having happy tenants who renew their leases and take good care of their homes. After all, happy tenants mean:
Fewer complaints and voids
Higher rental yields
Less work for you in the long term
But here's the thing…
Tenant satisfaction isn't something that just 'happens'.
If you want satisfied tenants you need to be putting effort into proactive block management.
Without a proactive approach, you just won't retain good tenants.
In this article I'm going to outline the most effective proactive block management strategies used by industry leaders to achieve high tenant satisfaction and low tenant turnover.
Let's dive in!
What you'll discover:
Why Proactive Block Management Is So Important
Statistics Show Why We Need To Be Proactive
6 Proactive Strategies You Need To Be Doing
The Importance Of Technology
Why Proactive Block Management Is So Important
Proactive block management is huge for your property portfolio. If you haven't been taking a proactive approach then here are 3 reasons why you should start.
Emergency Callouts Become a Thing of the Past
One of the biggest wins for proactive management is a reduction in emergency callouts.
Why? Well because if you are on top of your maintenance and addressing smaller issues before they become major problems, you won't have expensive emergency repairs and tenants that are upset and cold.
To put it simply…
Regular maintenance = Fewer emergencies.
Servicing boilers on an annual basis and doing routine property inspections are the types of jobs that should be done to prevent emergencies.
These types of proactive measures catch problems before they even start. This is why you never get that 2 AM phone call with a tenant screaming because their heating system has broken in the middle of winter.
Tenant Retention Improves
According to Wilson Hawkins, block management statistics show...
Tenants are much more likely to renew their leases when they see that maintenance issues are dealt with quickly and to a professional standard.
If tenants know you care about their living environment, and you are responding to their needs in a timely manner, then you will gain their trust as a manager.
And that's the thing…
When you build trust with tenants, that trust is reflected by longer tenancy periods, less voids, and a more stable rental income.
Your Investment is Protected
Something that few property investors think about…
Is that proactive maintenance protects the long-term value of your property investment?
Small issues like a leaky tap or worn seals can cause thousands in damage when left unaddressed. When you're catching these problems early you're:
Preventing structural damage
Avoiding major repair bills
Maintaining property values
Statistics Show Why We Need To Be Proactive
UK tenants are increasingly dissatisfied with block management and the reasons for this should be music to your ears.
A recent study on tenant satisfaction showed that 70% of block management companies are now implementing sustainability measures in their services. This is largely driven by a tenant desire for a more environmentally conscious living space.
The study also showed that the UK block management industry is now worth over £3.5 billion and is growing at an annual rate of 4.5%. These are huge figures and set to increase significantly over the next few years.
The reason for this is simple…
Property owners are realizing that professional block management will provide higher tenant satisfaction and better returns.
Property Management Technology Becomes More Prevalent
The study also showed that 65% of block managers now use some form of property management software in their day-to-day operations.
What we can see from this is that tech adoption is very important because it allows you to:
Respond to maintenance issues faster
Communicate more efficiently with tenants
Keep track of problems
The correlation between tenant satisfaction and technology use is undeniable.
6 Proactive Strategies You Need To Be Doing
Now we're onto the good stuff. Let's have a look at the proactive block management strategies that will make the real difference.
The strategies that separate the good managers from the great ones.
Regular Property Inspections
The most effective block managers don't wait for problems to be reported.
They instead actively inspect their properties to spot issues before the tenants even notice them. This includes:
Quarterly building surveys to check the structural elements, common areas, and the outside of the building
Annual safety inspections to check that all safety systems are working properly
Seasonal maintenance checks to prepare the property for different weather conditions
Proactive managers understand that an hour of prevention will save them 10 hours of crisis management.
Implement Preventive Maintenance Programs
The secret to happy tenants? Fix things before they break.
Preventative maintenance programs are a systematic approach to maintaining property systems before problems arise. The most effective programs will include:
Boiler servicing on an annual basis to prevent winter breakdowns
Drain cleaning to prevent blockages and water damage
HVAC maintenance to keep heating and cooling systems running smoothly
This approach will significantly reduce emergency callouts and keep your tenants warm and comfortable throughout the year.
Use Effective Communication Systems
Here's a secret you might not have known…
The majority of tenant complaints can be solved before they even start with clear communication.
Effective block managers have set up multiple ways to keep tenants in the loop including:
Digital portals for maintenance requests and updates
Regular newsletters with important building information
Responding to tenant inquiries as soon as possible (within 24 hours is ideal)
When tenants feel listened to and informed, their satisfaction with your service skyrockets.
Build Safety First Mentality
Safety in buildings is non-negotiable in 2024. Government statistics show that large landlords currently have 99.3% compliance with gas safety checks. But this level of compliance doesn't just happen - it's a by-product of a systematic approach to building safety.
Safety management needs to be proactive and will include:
Scheduled safety inspections
Maintaining up-to-date safety certificates
Regular fire safety checks
Training on emergency procedures
Safety-related issues are a big cause of tenant dissatisfaction so it's important to stay one step ahead here.
The Importance Of Technology
There is no doubt that we are in the midst of a technology revolution in the block management industry.
Smart building systems and IoT devices are rapidly becoming the new normal in many properties. These innovations not only make our jobs more efficient but they also save costs and improve tenant satisfaction.
Embrace Property Management Software
Modern property management platforms will allow you to streamline your day-to-day operations by:
Automating maintenance request tracking
Enabling online rent payments
Providing a communication portal for tenants
Generating performance reports
This will allow you to respond to your tenants needs in a more efficient way.
Invest in Smart Building Features
The most progressive block managers are also incorporating features like:
Smart access systems to improve security and convenience
Automated monitoring systems to detect problems before they arise
Energy management systems to reduce costs and carbon footprint
These smart building features not only improve how we work but they directly improve the tenant experience.
Wrapping Things Up
Proactive block management isn't something you can just ignore - it's vital for tenant satisfaction and business success.
The stats show us that this is a growing industry and the most successful managers are the ones who are embracing technology and taking a preventive approach. By making use of:
Regular property inspections
Preventive maintenance programs
Clear communication systems
Smart technology
You will massively improve tenant satisfaction whilst also protecting your property investment.
Long term success will be found with block managers who stay on top of problems, rather than those who just react to them.
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