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What exactly do tenants want in 2021? With Helen Kings and Tom Allason

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Aug 11, 2021

Summary: In
this episode The Propcast talks to Helen Kings from
Touchstone, and Tom Allason from Residently about their partnership to improve the customer
experience within the rental market, new changes coming into play
that can affect the rental space, and what tenants really want in
2021.

Key Insights From This Episode

  • I had the realisation that what most of the
    world are going to spend the most on for the rest of their lives,
    has an inconsistent customer experience that enjoys no brand
    loyalty
    Tom
    Allason
  • I’m a firm believer that businesses can only
    really be very good at one thing –
    Tom
    Allason
  • In four years, the expectation from our
    residents and our landlords have massively increased

    – Helen Kings
  • COVID has also brought together one change –
    You’ve got an overall shift towards renting from home ownership
    Tom Allason
  • The fastest growing demographic of renters in
    the US and the UK are the affluent people who can afford to buy but
    choosing not to, because ownership is not really compatible with
    their lifestyle –
    Tom
    Allason
     
  • renting really is about flexibility and
    convenience –
    Tom Allason
  • If we properly measure, record, analyse and use
    data, we can make a real difference to our client’s portfolio
    performance
    – Helen Kings
  • Folks have realised the need to invest in
    customer experience, and how important retention and engagement
    with renters is –
    Tom Allason
  • Data, both property and customer related, is
    absolutely at the corner of our understanding of how particular
    assets perform
    – Helen Kings

 

About Our Guests

Helen Kings

Helen joined Touchstone as Managing Director in January 2017. She’s
passionate about making people’s experience of renting the very
best it can be. As increasing numbers turn to the private rented
sector, she believes customers should expect a quality product and
professional experience when renting. Results driven, Helen is
focused on growing Touchstone’s business, while also ensuring our
customers and clients receive the very highest levels of service
and expertise.

Her career to date has included
working for some of the UK’s largest and well-known retailers,
including Aldi and Somerfield. Before joining Touchstone, Helen was
Sales Director at
Compass Group, a market leader in contract catering and FM
support services. Her retail background means she really
understands what makes great customer service. She believes by
providing the pinnacle of customer experience, we deliver customer
satisfaction and the best returns for her clients.

 

Tom Allason

https://www.linkedin.com/in/tomall/?originalSubdomain=bm 

Tom Allason is a serial
marketplace entrepreneur known for founding
eCourier (acquired Royal Mail), Shutl (acquired eBay), Rehaus where he is a non-exec,
and Residently where he is CEO. Prior to founding Residently, Tom
spent four years as an executive at
eBay, during which he rented five homes in three
countries, each time repeating the same stressful and time
consuming process. Tom’s current venture,
Residently wants to be the number one home brand and aim
to give power and control to renters. Residently aims to do this by
simplifying the rental process from finding the perfect pad, to
furnishing it, and finding an expert Home Services all at the tap
of a button

 

About Our Host

Louisa Dickins


https://www.linkedin.com/in/louisa-dickins-ab065392/?originalSubdomain=uk
 

Louisa started her career in
property working at a well-known estate agency in London. Realising
her people skills, she moved over to Lloyd May to pursue a career
in recruitment. She now is a Director at
LMRE, who are a specialist recruitment firm driven
by PropTech and recruitment professionals, and Louisa oversees
their 5 core areas. Louisa co-founded LMRE and provides a
constructive recruitment platform to the new disruptors in real
estate. Louisa is also on the board of Directors at UK PropTech
Association (UKPA).

About LMRE

www.lmre.tech 

LMRE believe there is a better
way to recruit.
LMRE focus on a more comprehensive, client led focus
delivering exceptional talent to the place at the time. They are
passionate about the industry and passionate about people’s
careers. LMRE spend time with each client to become and an
extension of the business, and their transparency and core values
help them grow with the sector. LMRE simplify recruitment and
innovate with our clients and evolve the people driven, PropTech
community.

 

Resources Mentioned

LMRE website www.lmre.tech 

Touchstone website
www.touchstoneresi.co.uk 

Residently website
www.residently.com

Qube MRI software
www.mrisoftware.com 

Tom’s contact: [email protected]  

Helen’s contact: [email protected] 

 

Sponsors

This show is sponsored by
ReimTech, a forum
for the Real Estate Investment Technology peers across Europe, find
out more

here

We are also sponsored by
CREtech, the
intelligence platform for real estate innovation. CREtech will be
opening their doors for live events again soon! Find out
more 
www.cretech.com/events 

Property Quants brings
quantitative investment strategies to real estate, to access their
new seminar click
here 

 

For full episode transcript head
to www.lmre.tech/blog



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