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8.8 Threat #8 – Poor responsive maintenance for assets in use: Whilst repairs reporting is discussed in
more detail in the PropTech section, it cannot be under-estimated how a good responsive repairs
service maintains asset value and builds brand value. For every day a repair is left, the building will
suffer a little more damage than it should, which will reduce the lifespan of materials and components.
Even for those Build to Rent Clients who want to self-operate hospitality and lettings (see operator
models on page111) it may be worth considering outsourcing reactive and planned maintenance. It is
also important to ensure that you have infrastructure in place to deal with all repairs channels as
below:
Common parts repairs Developer repairs Tenant Apartment repairs Landlord Apartment
snags & defects repairs

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nt education: At Ringley we have designed this journey to start from the viewing at which prospective
tenants should be signed up as ‘guests’ to the Busy Living app. Research has found that the highest
point of excitement and absorption of information is pre-move in. Your prospective tenants should be
playing with the tenant app looking at the ‘development handbook’, ‘flat care information’ and ‘service
level agreements’. Not only do these all assist in setting the psychological contract but they also define
you as the professional landlord.

Post move-in tenant education should start with the ‘introduction to your home’ demo (see pages 76-
78). An e-checklist needs to be developed (can be done easily using Ringley’s Site Inspection App) and
ensures that mis-use of fixtures and appliances is minimised. It is also an opportunity for Site Staff to
sell your brand, show that you care and sell community events, add-ons and facilities.

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