The Build-to-Rent (BTR) sector in the UK is undergoing a significant transformation. As resident expectations evolve, developers and operators are adopting principles from the hospitality industry to deliver more experience-focused living. In the inaugural episode of the Pillow Talk Sessions podcast, Iain Murray, Head of Operational Living at Bidwells, joins hosts Jessica Gillingham and Kristian Lupinski to explore this convergence and its challenges.
Murray emphasizes that while the US market has long embraced a service-driven approach to residential living, the UK is still adapting. Traditionally, property management focused on the physical space, but today’s renters seek a seamless, community-oriented experience. This shift requires a hospitality mindset, where customer service is as essential as amenities.
However, achieving this comes with hurdles. The UK’s service culture differs from the US, making it critical to tailor approaches to local expectations. Murray highlights community engagement as a key factor in boosting resident satisfaction and retention, suggesting that thoughtful service often outweighs flashy amenities. Platforms like HomeViews, which rate rental properties based on resident experience, reflect this trend.
