Property management and residential communities
Does living there feel like what residents were sold?
A community is judged daily by its residents: the lobby, the concierge, the response to a maintenance request, the state of the pool on a Friday. We assess the resident experience unannounced and grade it against what the building or community promised.
What we examine
| Touchpoint | What we look at |
|---|---|
| Arrival | Gate, security, lobby, the first face a resident or guest sees |
| Common areas | Lifts, corridors, pools, gyms, landscaping, cleanliness through the day |
| Requests | How a maintenance or complaint request is received, acknowledged and closed |
| Communication | Notices, community apps, messages and their tone |
| Move-in and move-out | Permits, access cards, loading bays, the first impression of a new resident |
| Contractors | How cleaners, security and maintenance teams present and behave |
What you receive
A confidential, graded report: each touchpoint marked Generic, Considered, Distinct or Signature against the class you sell at, five readings across the whole experience, the evidence behind every finding, critical issues flagged at once, and the smallest changes that would lift the experience, in order of priority. The report is yours whether or not you continue.
Confidential. We never publish our clients. Every engagement is confidential, and the credit is always the client's.
See a sample reportQuestions
Who commissions a resident experience assessment?
Developers protecting their brand after handover, owners' associations, and property managers who want independent evidence of the service residents receive.
Do you only look at luxury buildings?
No. Every community is assessed against what it charges and promises. A mid-market building can be Considered; a premium one can be Generic.