Project Overview
A UK Build-to-Rent (BTR) operator with 3,400 apartments across 12 developments and £280M assets under manageme...
Technology Stack
Compliance & Standards
The Challenge
A UK Build-to-Rent (BTR) operator with 3,400 apartments across 12 developments and £280M assets under management needed a unified digital management platform — replacing fragmented Yardi Voyager installations and paper-based resident onboarding. British Property Federation (BPF) BTR Code of Practice, Consumer Rights Act (fixed-term and periodic tenancy), Housing Act 1988, Homes (Fitness for Human Habitation) Act 2018, UK GDPR, ICO AADC (some residents are under-18 in family BTR developments), and WCAG 2.1 AA were mandatory. Budget: £130,000.
Our Approach
BTR resident journey
- 1enquiry (virtual tour — Matterport 3D tour embedded in React frontend),
- 2application (online application — ID verification via Onfido, credit check via Experian, employer reference via automated email),
- 3tenancy agreement (AST digital signature via DocuSign — Housing Act 1988 compliant),
- 4deposit (TDS custodial scheme — Tenancy Deposit Scheme, online payment via Stripe),
- 5move-in (digital check-in — condition report on mobile app, key handover via smart lock PIN),
- 6welcome pack (digital welcome pack — building rules, local area guide, amenity booking). Application to move-in: 3.8 days (target: < 5 days).
Rent collection
monthly Direct Debit (GoCardless — BACS Direct Debit mandate collected at tenancy start).
Arrears workflow
- Day 1 after missed payment → automated SMS/email reminder.
- Day 7 → account manager outreach.
- Day 14 → formal Section 8 notice preparation workflow (Section 8 ground 10/11 — Housing Act 1988).
- Day 28 → possession proceedings preparation.
BPF BTR Code
arrears management must be conducted sensitively — vulnerability assessment (financial difficulty flag triggers welfare check instead of escalation).
Payment plans
automated payment plan workflow (arrears split over 3–6 months — prevents Section 8 proceedings for temporary financial difficulty).
BTR amenity management
gym, rooftop terrace, co-working space, meeting rooms, residents' lounge.
Amenity booking
React Native app (iOS + Android) — resident selects amenity, date/time slot, confirms booking.
Smart lock integration
Salto KS (cloud-based smart lock — access granted for booked amenity time slot, revoked after).
Visitor access
resident invites visitor → visitor receives time-limited access QR code → scanned at building entrance smart lock.
Parcel management
Parcel Pending smart locker integration — resident notified when parcel delivered, PIN generated for collection.
Community features
resident noticeboard, building announcements (push notifications via GOV.UK Notify equivalent — custom notification service).
Homes Act 2018 and Maintenance Compliance
Homes (Fitness for Human Habitation)
Act 2018
landlords (including BTR operators) must ensure properties are fit for human habitation throughout tenancy.
Fitness criteria
damp and mould, unstable structure, inadequate heating (below 18°C — World Health Organisation minimum), noise intrusion, and overcrowding.
Maintenance platform
resident reports issue → category triage (emergency/urgent/routine) → contractor dispatch.
IoT integration
- temperature sensors in every apartment (EcoVent) → automated alert if apartment temperature drops below 18°C for >
- 4 hours.
Damp/mould monitoring
- humidity sensors → alert if humidity >
- 60% for >
- 48 hours (condensation risk).
Homes Act compliance
all maintenance requests logged with response time — evidence pack for potential Homes Act complaints.
The Results
BPF Code compliance confirmed.
Platform live at 20 weeks, £120,000 — under budget.
Application to move-in: 3.8 days (target: < 5 days).
Resident app adoption: 84% within 30 days.
Amenity booking utilisation: 68% (vs 22% manual booking).
Arrears rate: 1.4% (BPF benchmark: 2.8%).
Section 8 notices issued: 3 in first 12 months (vs 18 in legacy system equivalent period — arrears management improvement).
Homes Act compliance IoT: 12 heating alerts resolved proactively (before resident complaint).
Resident NPS: 76 (legacy: 34).
“Application to move-in 3.8 days. Resident NPS from 34 to 76. Arrears 1.4% versus 2.8% BPF benchmark. Section 8 from 18 to 3 in 12 months. Homes Act IoT — 12 heating alerts resolved before a single resident complaint. Resident app 84% adoption. The proactive maintenance using temperature and humidity sensors was the Homes Act innovation — we are now ahead of compliance requirements rather than reacting to complaints." — COO, UK BTR Operator (name withheld)”
Project Details
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