Welcome back to the UK Build to Rent Q&A series. In case you’ve missed any of our previous interviews, please remember you can access them all here. This week, we’re back with a management focussed Q&A courtesy of Debra Yudolph, Partner at SAY.
SAY Property Consulting is an award-winning advisory business specifically established to provide residential, commercial and mixed use management consultancy services to developers, investors and property owners.
About
Debra has over 25 years’ experience in residential property. Before starting SAY with Charles Seifert, Debra was at Grainger plc for ten years as Director of Asset and Property Management. She was responsible for building Grainger’s asset and property management expertise. Debra is an expert in residential property and asset management with a particular focus on the private rented sector.
Q: What is the best pound saver for operating cost you’ve seen in your career?
A: Supporting your team, creating a positive culture, recognising excellence – this means that you have low staff turnover and the team are much more likely to deliver a great service to the customer – happy customers stay longer and improve your returns.
Q: What are some things you wish you’d known when first hiring for a developments BTR management team?
A: Don’t assume everyone understands what “good” looks like – my idea of customer service and someone else’s can be very different. Be explicit in the vision, values, processes and procedures and ensure the balance is right between compliance and health & safety, technical knowledge and customer experience.
Q: Who do you see as an outstanding Build to Rent management company and why?
A: We have to be really impartial – many are our clients and some are our competitors for consultancy work – it’s like being asked to pick a favourite child….. what I would say, is that there is a great relationship between the various businesses and a lot of support and sharing and that’s really positive.
COVID has helped to bring the industry together in a very positive way.
Q: What is a unique or quirky management technique that you felt has really worked well within a development?
A: We don’t deliver management, we advise on how to set it up, we tender contracts and we plan the mobilisation. Maybe my favourite was a move in manager – whose sole job it was to manage the planning of the logistics such as parking, lifts, bulky refuse removal etc. It’s not very “sexy” but it meant that during a really busy move in period, things went as smoothly as they could.
Q: What do you think will be the separator of top tier management companies in the coming decade?
A: To think like an investor, invest in technology, train and invest in their teams, encourage diversity of thought & people, and strive for continuous improvement.
Q: BTR management is all about fostering a community within the development – how important is integrating that community feeling to the wider area and how is this currently being achieved?
A: It is really important and it’s not something that is done so well for the BTR sector, as for perhaps other mixed tenure places or large regeneration schemes.
Community is not about physical design it’s about attitude, communication, engagement, understanding, support and to a certain extent investment. The wider community can be your best advocates – or your worst – ignore them at your peril.
Q: What do you see as the core values that should underpin any management team in a BTR?
A: Honesty, passion, attention to detail, openness, common sense, enthusiasm, caring, business minded, smiley even when stressed!
Thank you kindly to Debra for providing us with her valuable time & insights. As always, we welcome any feedback you have regarding this series.
UK Build to Rent Team
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