Why Resident Surveys Are No Longer Optional for BTR
The Renters Reform Bill has changed the rules. With minimum tenancy lengths gone, retention isn't something a contract can guarantee anymore. It has to be earned through experience. That means operators and investors need to know, clearly and consistently, what residents actually think.
The problem is that most feedback processes weren't built for this. Surveys get sent out ad-hoc, response rates are low, and results are hard to compare across buildings. Even where surveys exist, they're often generic templates that weren't designed for BTR, take time to create and manage, and end up disconnected from the decisions they should be informing. The result: missed warning signs on churn, poor prioritisation of capex and service improvements, and a struggle to prove value to investors.
What resident surveys actually unlock
Done properly, resident surveys get to the heart of what living in a building is actually like. They reveal how residents feel about the property itself, the amenities, the day-to-day management, and the sense of community on site. They surface what's working well, what's falling short, and where small changes could make a real difference to how residents experience their home and how long they stay.
That kind of insight sharpens retention planning, guides where to focus capex and service improvements, and gives investors the robust, evidence-based reporting they increasingly expect.
How hereSAY does it differently
hereSAY runs end-to-end resident surveys built specifically for BTR. We design the surveys, host them on a secure, branded platform, and collect and organise every response automatically. Our BTR specialists then interpret the results, so operational teams get clear insight without any added workload.
The programme covers annual resident surveys with NPS scoring, plus event-based surveys at key touchpoints including check-in, check-out, and repair satisfaction.
Everything is mobile-friendly, distributed by email or QR code, and can be run anonymously or with named responses and reporting works at both building and portfolio level.
Set up once, run easily, review clearly
Getting started is simple. We provide the professionally designed survey (adjusted if needed) and apply your portfolio structure. Distribution runs via QR codes or links, distributed by your teams. Responses feed straight into the platform, with scheme-level feedback captured individually and portfolio-wide data building over time. From there, you can view results, compare performance across schemes, and monitor responses in real time, with optional analysis pulling out key themes, trends, and clear recommendations.
Why it beats a generic platform
A standard survey tool gives you raw data and little else. hereSAY manage the surveys, analysis, and reporting, so your team stays focused on delivery, not admin. And because it's run by specialists who understand rental living operationally, the outputs come with practical next steps and actions, not just numbers.
Resident experience is driving retention, reputation, and long-term income stability. hereSAY gives you a clear, consistent way to measure it, and the evidence to show you're acting on it.
Need more support after?
Getting the data is only half the job. Our expert Rental Living team can help you go further, whether that's interpreting what the findings mean for a specific scheme, identifying the improvements that will have the greatest impact, or supporting conversations with investors, operators and stakeholders. Because hereSAY isn't just a one-off report, we can continue to support you for as long as you need us, providing independent operational and asset management expertise to help drive performance and protect long-term value.
Our support can include operational budget auditing and benchmarking to compare your asset's performance and costs against the wider market, operational tender management if you're reviewing or procuring a new operator, and ongoing asset management support. Through independent oversight of operational performance, cost control, governance and operator delivery, we help ensure your asset remains aligned with its business plan, investment objectives and long-term strategy.