A new standard for the property management industry, demonstrating that the right technology is a game-changer in enhancing property management for clients and customers.
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The role of a property manager has shifted significantly in recent years as owner and renter demands have evolved. In this ever-changing landscape, providing customer-centric service is no longer just an advantage—it is a necessity to provide value and retain both clients and customers.
Investors seek new, modern and innovative solutions for their portfolios that go above and beyond the offer of functionality to deliver exceptional customer experiences and drive yield.
With the assistance of Residently, Touchstone has enhanced its service by streamlining the leasing process and providing an improved customer experience, which can be seen in practice with its clients.
Touchstone is a third-party property management operator in the residential rental sector and is proudly part of the Places for People Group. They have over 30 years of experience pioneering solutions in the residential rental market, and their service spans a range of portfolios and tenures. From single-family housing and build-to-rent developments to key worker homes and affordable housing, they manage homes across all UK postcodes.
Touchstone highlighted key areas they wished to enhance with technology.
To improve the customer experience.
Employing an innovative technology solution such as Residently to improve the delivery of their management processes seemed the most impactful first step to take.
This has contributed to positioning their brand presence at the forefront of the rental market.
Touchstone loved our collaborative approach and dedication to an exemplary customer experience, which resonates with their property managers' values.
“Did we know we needed technology to help? I think we did, but I don't think we necessarily knew what that looked like, how we put that into practice, and how we do it quickly. Partnering with Residently gave us that platform, and with your guys’ expertise, that's helped us turn our ideas into reality.” — Eddie Kapadia, Portfolio Manager at Touchstone
Touchstone had three main objectives:
Touchstone trialled Residently across one client portfolio and a single team keen to digitise their experience. We took time to understand the challenges unique to the rental sector, working closely with the team at Touchstone, which was involved in the development process from the start.
We used AI to clean existing data before syncing with their systems. This ensured the imported property, tenancy, and resident data was accurate and properly formatted, which was needed to guarantee a smooth transition and for business reporting.
After this successful implementation, the roll-out was expanded to an additional 10,000 units.
“From our point of view, having input into what's shown on the dashboard and how it's presented is brilliant. It’s a great addition to be able to see pictorially where that process is, what's required, and what we and the applicant have to do. It's all there in one place, and that's been great for the team, especially new hires, because it makes the training process a lot clearer.” — Eddie Kapadia, Portfolio Manager at Touchstone
Using Residently, Touchstone have increased value for their clients by improving efficiency across their rental process by connecting interactions, streamlining workflows, and automating tasks.
By implementing Residently, Touchstone’s operations are smoother and more efficient, and as a result, Touchstone now saves 7 hours per lease, enabling the team to focus on client yields and resident experience rather than admin.
Simplified and streamlined offers: Residently can automate the collection and reimbursement of holding deposits.
Better visibility to applications and referencing: By consolidating processes into a single workflow for residents and managers, Residently can provide visibility for the leasing process and eliminate manual data transfers.
Automated contracts: Residently’s automated workflows empowered Touchstone to move away from manual drafting and uploading. It now takes Touchstone just five clicks to draft and issue a contract. Residently also automatically attaches the latest compliance documents to contracts and sends reminders to sign.
High engagement app: Residents can complete their application, access move-in services, view documents, pay rent and communicate with their property manager and referencing agent from this singular platform. The Residently app is built into the onboarding process, resulting in a download rate of 95%.
Greater response rate: Using the app, we can send out customer feedback requests easily. Traditional email survey response rates are 5%, and with Residently, Touchstone have seen a response rate of 30% of households.
"At Bricklane, we are committed to offering a best-in-class rental experience. To date, we’ve received incredibly positive feedback about Residently from our tenants, who greatly appreciate the convenience and efficiency of managing their entire tenancy through a single, easy-to-use app. Similarly, our investors value the fact that tenants are well looked after and receive a market-leading service." — Jalal Ahmed, Head of Portfolio Management at Bricklane
Leveraging Residently's innovative platform, Touchstone has been able to build and promote its clients' brands effectively.
White labelling: Through features like white-labelled applications and communications, Residently enables Touchstone to offer a tailored, brand-consistent experience from the very first viewing. This alignment helps build a recognisably reliable owner brand, enhancing loyalty and trust.
Community: Residently’s community-building tools empower owners to create a sense of belonging among residents. The app gives Touchstone and its clients a canvas to provide “virtual amenities” that add value to the everyday experience of living in their community. Whether connecting them with local businesses, offers, clubs, or events. These tools facilitate interactions and engagement, turning individual properties into vibrant communities.
“Residently provides us with a more structured, applicant-friendly approach that creates a first impression that lasts throughout the tenancy. Clients like Bricklane are looking to establish a brand, so you know the quality of property you're going to get. This is quite a young portfolio, but we've already had people saying, “Have you got any other properties anywhere else that we can move into?” — Eddie Kapadia, Portfolio Manager at Touchstone
Touchstone’s decision to integrate Residently’s technology has unlocked a new realm of data-driven management.
Structured usable data: With Residently, Touchstone accesses detailed performance metrics and rich demographic data that inform strategic decisions and operational adjustments. This comprehensive data visibility allows for more informed decisions through personalised resident interactions.
AI: The AI-powered tools provided by Residently offer predictive insights that have proven crucial for pricing strategies and maximising returns. By understanding who is renting, their affordability levels, and demographic risks—like potential impacts of future economic downturns—Touchstone can adjust its strategies in real-time, ensuring resilience and adaptability in a fluctuating market.
Touchstone's recent acquisition of the Essential Living portfolio, aided by its technological prowess and innovative approach, underscores the value of Residently's solution. Touchstone achieved an impressive technology satisfaction score—the highest across all metrics evaluated by Essential Living—highlighting the tangible benefits of their strategic partnership with Residently.
This transformative collaboration between Touchstone and Residently establishes a new standard for the property management industry, demonstrating that the right technology is a game-changer in winning and retaining business.
“We evaluated a few property managers, but we chose to partner with Touchstone because of their tech—the whole backend, linking everything together with the app, maintenance, and payments. If we are to bring that whole institutional professionalism to it, then the tech is fundamental. Another deal-clincher for us was that none of the other property managers had the technology or ability for us to drive an in-house model. We can save a huge amount across our portfolio by bringing leasing in-house with Touchstone and Residently.
Plus, when you’re trying to build a brand, your messaging and what you stand for need consistency, and this partnership gives us that control.” — Nick Woodward, Director of Lettings at Essential Living
“I feel confident talking to new clients about our customers' experience. We harnessed a tech-driven solution to support our colleagues to deliver the best customer service. Residently’s dedication to an exemplary customer experience resonates deeply with our own property management values." — Jon Clark, Sales Director at Touchstone
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