Abstract

As the Private Rental Sector (PRS) becomes increasingly competitive and resident expectations rise, landlords and managers looking to gain and keep their competitive advantage must ensure that their units are consistently presented to the highest standard (PRS Insights, 2021).

In fact, as residents become increasingly discerning, even a minor flaw, such as a couple of faint marks left in the microwave, can narrow down the pool of prospective residents during viewings or leave occupying residents disappointed, damaging their trust in the team responsible for making their stay comfortable (Bunzl, 2018 & Pettyson, 2020).

These requirements fuel an emerging trend in the Irish PRS space, with an increased number of decision-makers opting to use dedicated, professional in-unit contractors for their individual unit turnovers instead of using their contract cleaners responsible for their common areas (PRSHS, 2023). 

But what key benefits drive this trend and make partnering with fit-to-purpose in-unit contractors an increasingly appealing choice for PRS managers?

They Ensure That Turnovers Are Perfect Every Time

We all know the expression, "You never get a second chance to make a first impression." - Whether a new resident for a corporate tenant or a new letting, the cleanliness of the unit can set the first impression for quality and demonstrate how much the management cares about their stay, leaving little to no tolerance for the quality of service required for unit turnovers (Knight Frank, 2022).

To meet this requirement, dedicated in-unit contractors hand-select and train their operators and use fit-to-purpose equipment, ensuring that their operators are fully qualified & equipped to operate in high-end PRS units and achieve consistent, portfolio-wide, positive resident first impressions.

Although it must be established that there can be clear divisions between in-unit cleaning contractors, a proven, dedicated partner will provide managers with the certainty that turnovers will be perfect every time according to their bespoke requirements.

In contrast, common area cleaners often are not trained or equipped for in-unit operations, which can lead to small mistakes with devastating effects on a brand's reputation and resident experience.

They Help Reduced Rental Voids & Increase Bottom Line

Supported by rigorous training processes, years of experience operating in PRS units, and purpose-selected equipment, dedicated in-unit cleaners will offer managers the required efficiency & attention to detail to present & maintain their units to professional standards consistently.

This results in reduced rental voids, improved occupancy rates and an overall more positive & seamless experience for landlords, managers and tenants.

In comparison, common area cleaners often are not trained or equipped to satisfy the requirements of PRS unit turnovers, leading to increased turnover times, lower cleaning standards and even damages to the unit, which can cost PRS managers significant resources. Underpinning this is our dedicated Service Quality Manager, Marta Wlodarczyk, explaining:

"Our dedicated turnover service is frequently recommended to PRS managers let down by other cleaning contractors that don't understand their requirements or aren't prepared to fulfil them. - A resident is due to view or occupy a unit; however, the apartment wasn't cleaned to the development's standards, and we are called out to rectify the situation and ensure that residents receive the perfect welcome."

They Are Committed to The Perfect Resident Experience

In-unit cleaning operators play a critical role in supporting PRS managers' onsite day-to-day operations. In addition to preparing units for viewing and occupation, they may interact with visitors and residents and, in essence, become an extension of the PRS development's onsite team.

It is, therefore, crucial that they match the asset's professionalism & resident experience. This is why a dedicated PRS contractor emphasises hand-selecting and training their operators and, similar to high-end hotels presenting them in professional uniforms to seamlessly meet the requirements of operating in the units of Irish PRS developments.

In contrast, common area cleaners often do not receive hospitality or in-unit operational training; their selection process may also lack vetting, the requirement for in-unit cleaning experience, or the ability to communicate effectively in English. While this may not have a negative effect on common area cleaning, when operating in the high-end apartments of PRS developments, the lack of qualification, training & dedication can lead to mistakes with detrimental consequences.

They Can Offer Alternative In-Unit Services & Products

Dedicated fit-to-purpose in-unit contractors can go beyond preparing units for new tenancies. Given their extensive experience and capability of operating in PRS units, qualified contractors can help differentiate PRS managers' letting mix and increase their rental income through value add in-unit soft services.

Depending on the capability and professionalism of the contractor, this can range from quality & competitive housekeeping services directly invoiced to individual residential tenants to hotel-style serviced apartment service included in the letting mix.

This is an economical and practical proposal to extend PRS developments letting mix and generate ancillary revenue streams with a curated set of service options tailored to the residents' bespoke requirements, all provided through a single contractor.