Zenith Management Case Study
At a Glance
Client: Zenith Management
Project: MeadowSide
Location: Manchester
Managed Units: 424
Relevant To: Managing Agents, Build to Sell, Build to Rent, Concierges, Community Managers and Commercial Landlords
Key Achievements
Established new automated parcel management system, processing an average of 245 parcels per each week
Streamlined communication from site team to residents, with an average of 40 push notifications from Zenith each month
Saved the concierge over 6 hours per week compared to manual processes, enabling a proactive approach to building and resident management
Strengthened residents ties with the wider development and their neighbours, with a 118% average growth in resident activation week on week
Overview
When Zenith Management needed a full resident management system for MeadowSide, they turned to Spaciable Living.
The brief was simple:
Deliver a digital solution that not only helps residents get the most out of their apartment, but also creates synergy through all aspects of the building management and resident engagement.
Buoyed on by this goal, we set out to digitalise Zenith’s time-consuming manual processes, improving efficiency and reducing costly human errors, whilst ensuring residents had access to an app that was an extension of their homes.
The result was a tangible improvement across all aspects of a resident’s life cycle – from buying an apartment to letting it out to living in it – whilst enabling Zenith to tailor the experience for each individual stakeholder.
Having already created a solution that has helped hundreds of homebuilders with the sales, reservation and completion processes, the ongoing management and day-to-day living functionality has completed the residential loop, creating one of the most comprehensive residential solutions for owners, landlords and property developers on the market, where every stage can be effectively managed from a single app.
“When we started working with Zenith Management, we realised that we had an incredibly exciting opportunity to help them reshape their processes at one of Manchester’s most vibrant developments. This same opportunity is what makes Zenith such a compelling case study – we were presented with a clear challenge to streamline communication between Zenith and over 1,300 home users. What we have delivered has enabled Zenith to roll-out ultra-efficient processes that create a win-win situation for site staff and residents, who now benefit from a more cost-effective, engaging and ultimately connected ecosystem.”
David Graydon
CEO and Founder of Spaciable
“Prior to using Spaciable Living, we experienced issues with parcels being handed to the wrong apartment, due to similarity in apartment numbers, as well as parcels going missing. Spaciable Living has been beneficial to get more tenant information for resident communication and a smoother parcel management system.”
Maddie Imbery
Zenith Property Management
Background
Zenith Management is an award-winning property management provider based in Manchester that specialises in managing large and complex buildings.
Far East Consortium’s MeadowSide development is home to Manchester’s greenest apartments, penthouses and townhouses, with shared facilities including an on-site gym and communal terrace
As an ‘eclectic mix of city living, urban amenities and parkland peace,’ Zenith needed systems in place that would ensure the overall resident experience matched the lifestyle on offer from Far East Consortium.
424
Plots managed by Zenith
at MeadowSide
£800m
MeadowSide is part of
Manchester’s £800m N.O.M.A regeneration scheme
11/2023
Zenith signed up to
Spaciable Living for
MeadowSide
The Challenges
Lost Parcels, Lost Time
The average Brit receives 200 parcels per year.
That is almost 4 every week.
With Zenith managing 424 units, housing approximately 1,300 home users (including landlords), that equates to a lot of parcels going through MeadowSide - and a lot of responsibility for the concierge!
We are living in a world of near instant-gratification, and residents expect their parcels as soon as they are delivered.
Zenith had been using a paper-based method to notify residents of deliveries, which relied on the resident randomly checking their mailbox at frequent intervals on the chance a note had been left.
This approach had some major drawbacks:
• Parcels going missing
• Parcels handed to the wrong resident
• Residents not knowing they had a parcel awaiting them
• Poor resource management
Zenith knew they needed to address what was becoming a costly issue – both in terms of their brand reputation and the considerable operational overheads per parcel.
Challenge #1: an overhaul of Zenith’s parcel management processes.
Communication Issues
There are 1,300 home users at MeadowSide:
Landlords, investors, owner-occupiers and tenants. Some are UK-based, others in Australia, Switzerland, Poland and Hong Kong, to mention a few.
So how do Zenith go about keeping all of these stakeholders informed without spamming everyone with catch-all content?!
Finding the sweet spot between attentive customer care and spamming nuisance is an elusive task for many businesses, as we all know from our constantly pinging inboxes.
For Zenith, there is a busy stream of updates to provide to residents, and they needed a way to make sure they weren’t falling into the dreaded ‘unread’ zone.
It’s also essential that landlords are aware of any updates that affect their asset, even if the tenant is the primary contact, to avoid any repercussions down the line.
Zenith’s goal was for a solution that:
• Consolidates information into a central hub
• Provides a database of client information
• Allows messaging to be filtered by permission level
• Sends updates via push notifications
Challenge #2: create a comprehensive communication tool that maximises opens.
As you’ll see below, we didn’t just come up with two generic solutions to address these challenges - we took an holistic approach, tailoring our solution to turn these challenges into opportunities, and create an exceptionally efficient and highly engaged development…
Spaciable Living
With Spaciable’s portal already successfully implemented across two of Far East Consortium’s developments, Zenith were familiar with Spaciable’s track record of delivering bespoke solutions to help overcome specific pain points.
Evolving from our residential portal, Spaciable, Spaciable Living is an all-encompassing app that incorporates the entire landlord-tenant sphere, providing a one-stop shop for building/property management and resident engagement.
Spaciable Living is a white-labelled, bespoke app that provides residents with access to information about their home, as well as innovative features that enhance the way they can interact with the wider development.
Admins can access their own dashboard for an overview of all plots and residents on a development, as well as carry out a wide range of administrative tasks without needing to leave the system.
Spaciable Living isn't just an app—it’s a transformative tool designed to elevate the resident experience and optimize property management, making it the perfect solution for Zenith's needs.
The Solutions
Parcel Management
“Residents are enjoying having the instant parcel notifications rather than needing to wait for a paper slip.”
Maddie Imbery, Assistant Property Manager
Accelerates turnover of parcels through full management suite
Reduces admin time by over 6 hours per week
Minimises disruption to residents and subsequent negative feedback
For Zenith, the first priority was to address their parcel management challenge.
Enter Spaciable Living’s cutting-edge Parcel Management feature! Seamlessly integrated into Zenith's operations, this gamechanger has the concierge scanning in parcels as they arrive, instantly notifying residents via the Spaciable Living app.
Residents then use unique QR codes to collect their parcels, ensuring an auditable, secure, speedy and error-free process, whilst slashing manual tasks and mistakes.
To make the transition from the old paper-based system to the sleek new app-driven process smooth and effortless, we provided custom instructional posters with QR codes. Positioned in communal areas, these posters sparked a wave of residents activating their Spaciable Living accounts, revolutionising parcel management at MeadowSide!
In Numbers:
2,699 – Parcels processed by the concierge team from February to April
245 – Parcels processed each week on average
436% – Average increase in parcels being processed week on week
6.3 – Hours saved per week compared to manual processes, based on annual forecast
Notifications and Document Library
Saves time setting up and sending resident comms
Improves survey scores
Minimises disruption between staff changeovers
53% of people say unclear communication is the biggest factor in preventing a good customer experience.
A good thing then that Zenith implemented Spaciable Living, keeping residents up-to-date the moment an important update is shared, saving time and, crucially, brand reputation.
Daily push notifications enable Zenith to engage with residents and allow residents to interact with their surroundings, creating a dynamic connected ecosystem where everyone feels involved.
Updates are issued on a daily basis by Zenith to share details of events, safety information and works on site, thereby boosting resident engagement and the transparency of information.
Admins can even send notifications to colleagues, meaning the concierge can seamlessly share shift notes and any outstanding tasks, ensuring the development works like a well-oiled machine and tasks don’t slip through the cracks.
Furthermore, the Document Library allows both Zenith admins and residents to upload documents, images and videos relating to the property, as well as set permission levels, providing Zenith with an effective and sustainable means of sharing content.
In Numbers:
118% – Average growth in resident activations week on week
243 – Total number of push notifications sent in previous six months
40 – Average number of monthly notifications sent by Zenith
Spotlighting Information
Increases referrals
Maximises event attendance
Promotes third party affiliations
Not only can Zenith use Spaciable Living to reach out to residents when new information needs to be shared, they can also customise the residents’ dashboards with pinned features or links, making every interaction with the app meaningful and engaging.
Whatever the nature of the spotlight, Zenith can make sure it’s grabs each resident’s attention the moment they open their app, maximising the visibility of vital information.
This functionality has been used to promote everything from a Bike Jumble Sale to information about 4th Utility Full Fibre Broadband, as well as Zenith’s Refer a Friend scheme, making it easier for residents to promote MeadowSide and increase sales.
Meter Readings
Filters requests through one channel
Saves site staff time
Ensures all requests are dealt with promptly
The cost of living being what it is, residents are keeping a close eye on their energy consumption.
At MeadowSide, electricity meters are conveniently located together in locked cupboards within communal areas, allowing the concierge to take readings on behalf of the residents.
Through Spaciable Living, residents can easily request a meter reading, which is then uploaded as an image and sent as a notification directly to them.
This streamlined process makes task management a breeze for the concierge, who now handles meter readings through a dedicated channel instead of being overwhelmed with ad-hoc requests in person, over the phone, or via email.
For residents, this means effortless access to vital information, along with a detailed log of readings to help them monitor and manage their energy expenditure effectively. It's a win-win, making life easier and more efficient for everyone involved!
QR Codes/Content
Effectively delivers important information to residents
Information can be frequently updated, ensuring accuracy
Increases engagement, reduces queries and maximises site safety
Not only did we provide exceptional software to Zenith, we also produced QR-code driven content to support onboarding and enhance engagement.
To help Zenith onboard residents and support them through Spaciable Living, we utilised our in-house design and editorial teams to create a series of Zenith-branded posters to display in communal areas, not only sharing the benefits of using the app, but also providing QR codes linking to the app store, improving accessibility.
This shows our commitment to going beyond simply providing a product, as drafting emails, providing training to site staff and creating posters is part of our holistic approach that helps ensure the high engagement figures that are so important.
QR code functionality goes beyond on-boarding, too, as we can provide QR codes to appear throughout the development that deep-link to information pages within the app, providing an effective way to convey and update safety information without needing to reprint content.
The Support Doesn’t Stop There!
Neighbourhood Updates and Community Engagement
Zenith prides itself on working “incredibly hard to ensure that every development under our care contains happy residents who feel engaged in the management of their development and are proud to live there.”
At MeadowSide, community is at the heart of the resident experience, fostering a sense of pride that leads to higher retention and renewals.
This vibrant community spirit is a big reason why Spaciable Living has thrived here.
Imagine a digital marketplace that not only promotes reuse but also fosters neighbourly support, or an Area Guide that encourages residents to engage with the wider community and local businesses. Spaciable Living has turned these visions into reality at MeadowSide.
By bringing residents together, Spaciable Living has fulfilled Zenith’s goal of creating an engaged, tight-knit community, enhancing their reputation among both residents and developers. It’s more than just a place to live; it’s a community where people connect, support each other, and thrive!
Surveys
Management companies carry both their own reputation, and that of the developer who appointed them, on their shoulders - that is a lot of responsibility.
For most residents, the management company will become the day-to-day representative of the developer, meaning positive customer relations are imperative for ensuring contract renewals and future business.
Spaciable Living’s Survey feature helps management companies monitor resident satisfaction through periodic customer satisfaction surveys, conduct welfare checks and involve residents in decision making when changes are being considered.
Troubleshooting
Through Room Finishes, Appliances and FAQs, residents have access to a wealth of information about their home, should any queries arise.
Our standard catalogue of FAQs, based on our vast experience helping residents settle into their new home, can be customised when repeat queries are identified, minimising calls to the concierge and customer care team by helping residents self-serve the answers they need.
For any issues that they are unable to self-serve, a contact directory connects residents to the most appropriate organisation for their needs, reducing the number of misplaced calls to Zenith.
Facility Booking
Residents at MeadowSide can use Spaciable Living to book the communal lounge in Mount Yard, streamlining facility management and increasing the ease with which residents can engage with their surroundings.
In Summary
Through our discussions with Zenith, we were able to pinpoint their specific needs and tailor Spaciable Living to address them.
To create as focused a solution as possible, Zenith were able to turn features on and off, depending on how relevant they were to their goals.
Through training and production of content for residents, we supported Zenith with onboarding their residents, resulting in a high uptake and level of activity amongst users. We supported the concierge and advised ways to help on-board residents, fulfilling our aim of handing over a solution, rather than simply selling software.
Spaciable Living has therefore been successfully implemented on MeadowSide, with Zenith describing what they hoped to achieve, whilst we carried out the work in the background.
The results are tangible - from informed residents to reduced overheads, as it has had an overwhelmingly positive impact on parcel management in particular, helping Zenith digitalise a vital aspect of their management role.
Can Spaciable Living Help You?
Build to Sell
Build to Rent
Social Housing
Managing Agents
At Spaciable, we work with all types of housing provider, and we tailor our solutions accordingly.
As shown by our Zenith case study, the building management and resident engagement features are extremely transferable to Build to Rent operators, with an emphasis on cultivating connected communities that mirrors the hyper-modern, urban living that makes build to rent such an attractive option to tenants (and primed for referrals), whilst facility management, visitor access, parcel management et al considerably reduce operational overheads.
Having worked with hundreds of Build to Sell developers over our 25+ year history, we have a vast understanding of best practice in this sector, with Spaciable Living supporting homebuilders in their reservation, completion and aftercare processes, reducing time dealing with queries, streamlining defect reporting/troubleshooting, and ensuring compliance with the Consumer Code for Home Builders and the New Homes Quality Code.
Through the attentive communication features, issue reporting, surveys and community building capabilities, Spaciable Living also supports Social Housing providers and their tenants. With the sector’s tenant support under the microscope and Tenant Satisfaction Measures formalising the scrutiny, Spaciable Living is the ideal tool to strengthen the landlord-tenant bond, not only improving operational efficiency but also underpinning a housing association’s reputation as a conscientious housing provider.
What Do You Want to Achieve?
Let’s start with a phone call.
You let us know what your goals are and we will tailor our demo to meet your needs, so everything is relevant to you.
One thing we are very confident of though - whatever aspect of building management or resident engagement you are hoping to achieve, Spaciable Living can become the most valuable asset in your toolkit.
