Intelligent property management

Intelligent property management

Contents A 25-year track record of success 2 Defining the future through intelligent thinking 4 Turning rental units into homes 6 An approach that gets results 8 Traditional values, modern methods 10 Success stories 12 Creating credible partnerships 16 See the whole picture 18 Contact 20 Dynamic thinking, world-class performance and an approach to customer service based on respect and understanding.

A 25-year track record of success. Bright, entrepreneurial minds supported by an assured core team. We understand the private rented sector. From city centre apartments for young professionals to suburban semis for working families; from central London across the rest of the UK s towns and cities; from build-to-rent to managing properties in receivership we have the experience to provide independent advice and rock-solid delivery. Touchstone is backed by Places for People Group, one of the largest regeneration, development and property management businesses in the UK. 2 3

Defining the future through intelligent thinking The Touchstone team is a rare combination of the tried and tested mixed with finger on the pulse analysis. Adrian Needham, Annington The private rented sector is changing and we re at the forefront of shaping that change. Yes, we ve got 25 years of experience in the sector, but we continue to innovate and shape our service to meet the expectations of our clients and the needs of our customers. We blend experience, market intelligence and customer insight to create the connection between data and behaviour helping us make better decisions on your behalf. We call it intelligent property management. We have been working with Touchstone throughout the life of our portfolio. They deliver valuable data, the tenant perspective and management discipline. Most importantly, they are good people to work with. David Ritchie, Bovis 4 5

Turning rental units into homes Almost a quarter of UK households are expected to be renting in the private rented sector by 2025. Whether people are renting longer-term through choice or necessity, for many it s no longer a stop-gap and through supporting the development of a more professional private rented sector, we can help build better, more sustainable, communities delivering higher standards of living and helping neighbourhoods to thrive. Property has become a cold business. Numbers have become more important than people. Our clear, customer-focussed approach is driven by a central purpose to turn rental units into homes. Intelligent property management relies on understanding what tenants want and managing what they can expect for their money. Get that right and tenants will stay longer, feel more at home and take better care of their property. 6 7

An approach that gets results Our straightforward, practical approach delivers results. We tailor the service we deliver to match your requirements - whether that s deploying an on-site team at a new build-to-rent scheme with a range of additional facilities, or quickly mobilising people from across the business to support the handover of an existing portfolio. Early engagement is key, particularly on new-build schemes where our involvement in design, planning, development and marketing is intrinsic in ensuring the building is let as quickly as possible and a secure, efficient management regime is in place from day 1. 8 9

Traditional values, modern methods We have built our business on trust and integrity. That s why we have worked alongside many of our clients for years. Delivering the basics is what we do. But this doesn t make us blind to the need for the sector to change. We re always ready to embrace new technology where it helps us to deliver a better service. At our larger managed schemes, tenants can apply, sign up and pay online and have access to a customer service portal for dealing with ongoing issues once they ve moved in. And all of our services can be provided on a multi-brand basis, so that you can choose whether you want to operate under your own brand, under a specific brand for the building or using the Touchstone name. 10 11

Success stories Moorfield Group Matrix Homes Our primary objective was to create a luxury lifestyle rental product which continues to deliver through its services and management. Touchstone have been instrumental in securing that. The Keel is a one-of-a-kind rental experience for Liverpool that meets the emerging needs of tenants by offering new-build rental apartments with a single professional landlord. Moorfield saw the potential to achieve sustainable returns by attracting long-term customers and keeping them happy. Touchstone manages the property and delivers this promise. Our three onsite managers handle both lettings and property management: an innovative wraparound role that provides a familiar face for customers from day one. Touchstone also shared practical management expertise during the early development stage in order to build the foundations for a high quality rental experience. The Keel has drawn a fantastic response, attracting a mix of young professionals, students and retirees with a range of incomes, with all lettings targets being met to date. Touchstone s core expertise in predicting operating costs and planning, marketing and managing homes has played a vital role in the success of this multi-party arrangement. Paul Beardmore, Manchester City Council For the Matrix Homes developments, Manchester City Council partnered with the Greater Manchester Pension Fund, the Homes and Communities Agency and our parent company Places for People to convert small parcels of unused land into 119 much-needed rented homes. Our parent company Places For People was granted a 20-year lease on the properties. We gave Places for People a firm basis for assessing and predicting the operating costs and lettings income over the 20-year period, including costs of fixtures and redecorating. We then successfully marketed the properties, achieving an average let time of 10 days. These types of multi-party risk-sharing arrangements make new developments possible and help to meet Britain s housing needs. Through the Matrix Homes development, the people of Manchester now have more high-quality, long term housing, the pension fund has a stable income source and Places for People has grown and enhanced its portfolio Touchstone understands their combined needs and delivers a service that meets them. Emma Trinder, Moorfield Group 12 13

Dolphin Living Hearthstone Touchstone was selected as our property management partner because they demonstrated an ability and willingness to manage a complex set of challenges. Jon Gooding, Dolphin Living Dolphin Living, part of the Dolphin Square Charitable Foundation, provides affordable homes for people living and working in London. In recent years it has started to broaden its reach while staying rooted in its philanthropic mission. We were appointed in 2014 to manage Dolphin Living s entire portfolio, which now comprises a range of mixed-tenancy residential developments. Some are standalone schemes, while some comprise the affordable housing element of a wider housing project, such as the Plimsoll Building, part of the Kings Cross regeneration scheme. Each site brings unique challenges in terms of delivering consistently high-quality customer service and tenancy management. Places for People s skills and expertise across the social, affordable and private rented sectors allow us to take on fresh challenges in a flexible and adaptable way. Touchstone combine an efficient, cost-effective service with a deep understanding of the property management industry. As fund managers we rely on Touchstone to help drive strong income returns through diligent attention to detail. Touchstone has worked closely with Hearthstone Investments in developing the TM Heathstone UK Residential Property Fund, an innovative product that allows ordinary people to invest in residential property without having to buyto-let, thus diversifying risk. To make the fund a reality, Touchstone had to work effectively within a complex structure of auditors, administrators, banks and fund managers. To do this, we optimised our reporting and procedures to allow for a high degree of audit and regulatory oversight. In particular, we drew on past proprietary work to provide daily pricing of the fund s units, based on the income, expenditure and liabilities of the various properties in the portfolio at any given point in time. Touchstone continues to handle all practical property management aspects associated with the portfolio, which continues to grow across the UK. Christopher Down, Hearthstone 14 15

Creating credible partnerships We ve built solid relationships with some great clients, based on mutual trust and understanding. Our approach is human, realistic and straight forward. We have an understanding of both the rational and emotional elements at play. We are positive and high energy but never rash or hurried. We assess both sides of an argument and manage our response with an even tone, supported by a healthy slab of evidence. We are well informed and will share knowledge and insight. We recognise that communication and information is key to managing any situation. And we are always looking for ways in which we can add value. We will encourage our clients and the market to investigate the possible rather than fixate on problems or barriers. Touchstone is already at the forefront of game-changing partnerships and smart funding models - sharing our views in an up-tempo, low-ego way. 16 17

See the whole picture You ll always get the bigger picture when you work with us. We re happy to share our insight and knowledge with you. Do get in touch. 18 19

Touchstone London 80 Cheapside, London EC2V 6EE Touchstone Bath 2 Crescent Office Park, Clarks Way, Bath BA2 2AF Touchstone Leeds Stanley House, The Boulevard, Clarence Dock, Leeds LS10 1PZ Touchstone Milton Keynes 55 Triangle Building, Wolverton Park Road, Wolverton MK12 5FJ T 020 7429 0421 E info@touchstonecps.com T 01225 838 490 E info@touchstonecps.com T 0845 850 9579 E info@touchstonecps.com T 01908 525400 E info@touchstonecps.com www.touchstonecps.com 20