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The Build to Rent (BTR) sector in the UK continues to thrive, in no small part due to its reputation for delivering exceptional resident experiences. The hereSAY BTR mystery shopping benchmark report 2025 provides valuable insights into how leading BTR schemes are achieving operational excellence and resident satisfaction. Notably, six of the ten benchmark schemes from the report have leveraged Yardi’s BTR suite of solutions to underpin their success.
Key Challenges in the Leasing Journey
The report highlights two critical areas where BTR operators often face challenges:
Unanswered Enquiries: Potential residents frequently experience delays in receiving responses to their enquiries, whether via phone or website forms. This oversight can significantly impact conversion rates.
Undervalued Offerings: During property viewings, leasing teams sometimes fail to consistently highlight the value-added benefits included in the rent, such as gym access, community events, and on-site maintenance. This can diminish the perceived value for money.
The report showcases how top-performing BTR schemes address these challenges by leveraging data-driven insights and implementing targeted improvements. For instance, by focusing on prompt enquiry management and effectively communicating the full value proposition of their offerings, these schemes have seen significant improvements in resident satisfaction and operational efficiency.
“I was informed about the on-site maintenance team and how to arrange for issues to get resolved. I felt the property offered great value for money…and the communal spaces were well-maintained and clean.” – Sailmakers
Sailmakers London
The Results: A Dramatic Improvement
One notable example from the report demonstrates how a BTR portfolio achieved a remarkable increase in its average total score, rising from 77% to 95% within just three months. This outcome underscores the impact of identifying and addressing operational inefficiencies and enhancing the resident experience.
Furthermore, awareness of BTR has risen and now stands at 53%—an impressive 18% increase since 2021. As awareness of the offering and benefits of BTR living grow, especially as trusted brands like John Lewis come to market, the outcome is sure to be positive for the industry.
Success Stories: Top-Performing BTR Schemes
Developments mentioned in the report itself are exemplary models of how technology can support BTR’s success. By centralising operations, streamlining communications, and providing powerful analytics, these schemes have been able to:
Optimise the Leasing Journey: Convert more leads into happy residents.
Enhance Resident Satisfaction: Create a thriving community and foster long-term tenancies.
Improve Operational Efficiency: Streamline processes and reduce costs.
Lessons for the BTR Sector
The report offers several key takeaways for BTR operators looking to elevate their resident experience and operational performance:
Emphasise Prompt Communication: Ensure that all enquiries are responded to promptly to maximise conversion rates.
Highlight Value-Added Benefits: Consistently communicate the full value proposition of your BTR scheme to prospective residents.
Leverage Technology: Utilise data-driven insights and technology to streamline operations and enhance resident satisfaction.
“The apartment was as advertised, and the residents benefitted from the good location, communal spaces and being well taken care of…I was told that if anything needed repairing, there was a dedicated maintenance team on-site and issues were reported via an app.” MYSTERY SHOPPER FEEDBACK
Enhancing Residential Experiences with Yardi
As the BTR sector grows, delivering exceptional resident experiences will remain a top priority. By focusing on prompt communication, highlighting value-added benefits, and leveraging technology, BTR operators can drive success and set their schemes apart in a competitive market. Whether you’re looking to improve operational efficiency or enhance resident satisfaction, the insights from these top-performing schemes offer valuable lessons for the entire industry.
If you are interested in learning how Yardi’s BTR software can relieve the administrative burden on your operational teams and empower them to provide best-in-class resident experiences, book a demo with our team today.
As Yardi’s senior marketing writer for international content, Sophie draws on her journalism and copywriting experience to transform complex real estate and technology topics into accessible, on brand narratives that connect with global audiences.
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