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1.9 Even in smaller part manned or unmanned sites you can encourage community: 1,500 sq ft can be
provided for casual encounters, Wi-Fi enabled with workspace pods, a book exchange area, a coffee
bar, self-service parcel lockers, dry cleaning lockers, pool, table tennis and perhaps mezzanine for
classes such yoga/light exercise or community speakers. Unmanned sites can be supported by a
Caretaker/Cleaner for set mid-week and weekend move-in days. Selecting the right local person who
is also key holder for lock up and emergencies is key. Introducing keyless mobile phone access
technology is essential on partially manned sites and also brings the benefit of being able to issue
keys to contractors and know when they arrived and when they left!

1.10 Outside space and gardens need to be sensitively zoned to include: smoking space, ‘snook space’, a
shaded reading area, runners warm up zone. Porous all-year turfed areas are good, slightly sunk will
provide natural seating at no cost. A 'cook your own’ grill is very European. Screening the outside
space into separate areas is important as is reducing the visual intrusion of cars.

1.11 Strategies to engage site staff: The British are reserved, respect personal space, and need a
conversation topic, reason or event as an excuse to engage with others. Ringley’s Busy Living App is
designed to get site staff out of the back office, talking and serving. After all, long term, service is
the only differentiator.

The app ties Maintenance Engineers by performance related pay to repairs ratings. The Events
Manager has tools for marketing (based on preferences captured on e-check-in) so they can maximise
operating income from facilities.

Customer feedback is sought by asking them to rate experiences such as:
 After the cinema is used,
 Post move-in, or on
 tenancy renewal.

Housekeeping staff will be motivated to ask “how was the clean? Shall I book another?” by being
incentivised to book an extra clean, deliver a breakfast pack or emergency shirt to earn their
performance related pay.

1.12 The professional landlord is also a customer: his needs are ease of serviceability of the entire site,
not maintenance of a single unit; selling units to numerous unconnected persons is not the intent.
This drives a need for uniformity in layout of services and a wet core either side of the communal
areas with good service access, not merely to switch off services, but also to get to stack pipes, pipe
work behind tiles and key pipe junctions.

1.13 Gross to net results start with design: To bring efficiencies in maintenance, running costs and
servicing, fewer communal areas are desired, the typical leasehold cluster of flats around their own
core design style is not appropriate for a number of reasons:

Build to Rent design principle should:

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