Welcome back to the UK Build to Rent Q&A series. This Monday we return with the first of four Grainger Q&A’s. In case you’ve missed any of our previous interviews, please remember you can access all of them here. But now, please enjoy this Management Q&A with Grainger’s Anish Thobhani.
Grainger plc is the UK’s largest listed residential landlord and a leader in UK PRS and build to rent. With c.9000 homes in operation and c.8500 in the development pipeline, Grainger is investing £2bn into the delivery of high quality rental homes across the UK.
About
With over 25 years’ experience in residential property, Anish Thobhani, who joined Grainger in 2003, is Director of Customer Operations. Anish is incredibly passionate about great service and innovation and works with his team to develop and deliver an industry leading offering for Grainger’s residents.
Q: Who do you see as an outstanding build to rent management company and why?
A: Grainger of course! Having been established over 100 years ago we have built up an extensive experience and we are committed to enhancing the quality of renting in the UK.
We are also fairly unique in our business model that sees us invest, build and operate our homes. This provides great insight that is used to better inform decisions as we continue to grow and ensures we have a greater control of a resident’s experience with Grainger through our inhouse management.
Q: What is the best pound saver for operating cost you’ve seen in your career?
A: As with any service-oriented role, attitude is everything. You can train all of the required skills, but in a customer-facing position, you can’t put a price on the value of a positive, can-do mindset.
Creativity and foresight are also essential. We want our teams to think outside the box and constantly look for new ways to improve and better our offering, whilst constantly thinking ahead and covering off all eventualities.
Q: What is a unique or quirky management technique that you felt really worked well within the development?
A: I’m not sure that it’s unique or quirky, but relationships and trust are hugely important, especially as we are dealing with someone’s ‘home’.
We find that where we have strong relationships between our customers and team members, the trust that we have built enables us to solve issues before they really become an issue. It also enables us to treat our residents as individuals and having a better understanding of someone’s personal circumstances means we can tailor our approach to their needs.
Q: What do you think will be the separator of top tier management companies in the coming decade?
A: A genuine commitment to customer service with a quality and consistency of service offering, will always be key.
Grainger’s inhouse operating platform, service models and training academy helps to ensure we are not only equipped for growth, but that a Grainger resident in Manchester receives the same standard and quality of service as one in Bristol.
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’s absolutely essential. We don’t just build homes, we build communities and for the long-term success of a scheme, it’s essential to bring the wider community along with you.
We have an extensive community engagement programme that we implement from the very early stages of a project – we want to understand the needs of the existing community and by engaging early, ensure that the community we curate can add value.
Q: What do you see as the core values that should underpin any management team in a BTR?
A: At Grainger, our values are instilled across the business. We put people at the heart of everything we do and we know that every ‘home’ matters.
We are committed to changing the rental experience within the UK and we are leading the way in enhancing standards. In everything we do, we always try to exceed our resident’s expectations.
Q: Anything else you would like to add on a personal note?
A: It is really exciting to see so many new and successful BTR communities being created.
All BTR operators are working hard to improve the service standards and create a professional rental offering. As a sector it is important that we drive standards and improve the services, to promote renting as a viable housing option.
Thanks to Grainger & Anish for their time and involvement. And, thank you for reading. We welcome any feedback you have regarding this series.
For now, have a good week & don’t forget to join us next Monday for our next Design Q&A with Brendan Geraghty from Geraghty Taylor.
UK Build to Rent Team
Subscribe
Every Friday we send an email with that weeks published posts. Subscribe to our weekly newsletter to make sure you don’t miss a thing.