In this episode of Pillow Talk Sessions, Rachel Hanniquet-Brooking, Managing Director at APO Group, joins hosts Kristian Lupinski and Jessica Gillingham to unpack how UK Build-to-Rent operators can stay ahead in a market undergoing rapid transformation. With a career that spans hospitality and 25 years in property management, Rachel brings a grounded, service-first perspective to one of the most pressing issues facing the sector today: regulation.
At the heart of the conversation is the UK Renters Reform Bill. Designed to reshape tenant rights and landlord responsibilities, the bill introduces significant changes to things like no-fault evictions, upfront payments, and notice periods. Rachel sees this not just as a legal challenge but as a moment of opportunity. Operators, she says, need to rethink how they structure the resident journey, from lease agreements to move-in logistics, to make sure their systems support both compliance and service quality.
Rachel emphasizes that process and people must go hand in hand. She highlights the growing pressures from the Building Safety Act and new compliance frameworks, which are making it harder for operators to keep costs down without sacrificing standards. In her view, Build-to-Rent needs to resist the temptation to cut corners. “The risk is a race to the bottom on fees, and that will only hurt the industry’s ability to deliver the quality residents expect,” she explains.
At APO Group, Rachel is helping redefine what third-party management can look like. Unlike traditional high street agents, APO works under Property Management Agreements that allow more delegated authority and flexibility. This structure, she says, supports faster decision-making and more consistent service levels, especially when expectations are rising. “We’re in this to do things ethically. That’s why I moved into Build-to-Rent in the first place.”
Technology is another key theme in the episode. Rachel is a firm believer that the best time to integrate tech is at the development stage. Features like leak detection systems, smart access controls, and app-based utilities can make operations smoother and more efficient. But she cautions against adopting flashy solutions that look good on paper but don’t actually serve residents. Drawing on her own hotel experiences in Southeast Asia, she shares examples where tech removed the personal touch or created unnecessary friction. “Sometimes the simplest service is the best one,” she says.
The conversation also touches on how Build-to-Rent can shift the landlord-tenant dynamic. With rents at record highs, residents are expecting more from their homes, and operators have a chance to meet that challenge with hospitality-style service. APO is already leading in areas like pet-friendly policies and seamless communication. But Rachel is quick to note that not everyone wants to join a community or attend events. “We need to build spaces that respect different lifestyles. Community should be an option, not a requirement.”
Looking ahead, Rachel believes that the operators who succeed will be the ones who embrace flexibility, invest in service, and keep people—not just policies—at the center. She’ll be continuing these conversations at industry events like UK Reef in Leeds and through APO Group’s expansion in Birmingham.
