The Tenant As Customer – The Mutual Benefits Of Good Landlord/Tenant Relations

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Most industries acknowledge that those who pay for a service should be recognised as customers and treated well. The property industry has been slow to appreciate this, although the situation is improving, and more commercial landlords are embracing customer-focused property management. Such an approach self-evidently has benefits for tenants, increasing their satisfaction, but landlords also benefit through increased lease renewal rates and an improvement in their reputation, resulting in fewer void periods without compromising rents.

This session will look at:

• The return on investment in customer service in the commercial property industry
• What matters most to tenants in office, retail and industrial property?
• How have things changed since the pandemic?
• Best Practices in Customer-Focused Property Management
• Tools and techniques for improving landlord/tenant relations

Dr Danielle Sanderson, Associate Professor of Real Estate, UCL