Asset management is constantly evolving and is no stranger to socio-economic changes in countries. Proof of this has been the upturn in inflation – a consequence of the war between Ukraine and Russia – leading to higher gas and oil prices in the euro zone. Or the sharp rise in interest rates during 2022, which has also been maintained in 2023.

In this adverse and changing context, customer satisfaction is essential for sustainable success over time. Therefore, it is essential to enhance trust and excellence with investors and tenants. In short, customer service has become a key differentiating factor. But how can we improve customer relations? What do we mean when we talk about excellence?

First of all, it is essential to maintain open and transparent communication with the client. This means providing investors with continuous information on the performance of their assets, changes in investment strategies and any other relevant issues, which allows them to adapt to changing market conditions. This transparency and flexibility creates an environment of trust and reduces uncertainty to protect and grow clients’ capital over time.

Another key point to maximize results and consequently client satisfaction is to achieve a personalized approach, that is, to make each client a unique client. To this end, the individual needs and objectives of each investor must be known in detail in order to adapt their investment strategies.

Offering training resources (expert talks, webinars, etc.) to help investors understand financial markets and investment strategies is part of this client-focused excellence. Such training not only encourages informed decision-making, but also strengthens the relationship of trust between the firm and its clients.

The use of technology, for example, through a secure and user-friendly platform that allows clients to access their accounts and track their investments in real time, helps to increase client satisfaction.

In relation to the tenant, it is necessary to provide experiences and amenities that improve their quality of life. New complexes attract tenants for many reasons, but it is clear that spaces such as a coworking space, a gym, a wellness area or a games room are an extra attraction. These spaces must be well designed and properly managed so that they do not fall into disuse, and this is where property management must play an active role.

We must not forget other key issues in this range of ‘extras’ that nowadays rental apartments offer. Concierge services are a clear example of this, as they cover banal issues such as the organization of cleaning services, gardening, and parcel delivery services – nowadays so necessary in view of the rise of e-commerce – but sometimes they also offer a reservation service for common areas, activities or restaurants.

Another example of elements that represent added value for tenants and that are being taken into account are those related to the integration of technology (home automation) and energy efficiency.

In short, customer satisfaction plays a critical role in achieving continued success over time. Excellence in customer service is currently a differentiating factor in a very competitive market and emphasizes the confidence of investors and tenants.

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Rental in Spain’s major cities is undergoing a period of change. The build to rent trend has led these new buildings to be conceived, unlike older properties, as communities that provide added value for tenants. The latest trends in additional tenant amenities and services are focused on providing experiences and amenities that enhance the quality of life for residents.

New complexes appeal to tenants for many reasons, but it is clear that spaces such as a coworking space, fitness center, wellness area or game room are an added attraction. These spaces must be well designed and properly managed so that they do not fall into disuse, and this is where property management must play an active role.

We must not forget other key issues in this array of ‘extras’ that today’s rental apartments offer. Concierge services are a clear example of this, as they cover banal issues such as the organization of cleaning services, gardening, and parcel delivery services – nowadays so necessary in view of the rise of e-commerce – but sometimes they also offer a reservation service for common areas, activities or restaurants.

Another example of elements that represent added value for tenants and that are being taken into account are those related to the integration of technology (home automation) and energy efficiency. It is clear that people’s growing environmental sensitivity is bringing issues such as recycling systems or charging stations for electric vehicles to the forefront.

These are just some of the latest trends in additional services and amenities for tenants. The rental industry is constantly evolving to adapt to the changing needs and desires of residents, providing more comfortable and enriching living experiences.

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Profitability in the real estate business is increasingly linked to good practices in the area of social responsibility. Implementing improvements in the areas of sustainability, social sensitivity and good corporate governance (ESG) clearly has an impact on the attractiveness of properties, as well as their value.
In the context of building construction, ESG considerations can include factors such as the building’s energy efficiency and carbon footprint, the materials used in construction, the building’s accessibility for people of diversity, and the company’s labor practices and governance structure. Incorporating ESG considerations into building design and construction can help promote sustainable development and reduce negative impacts on the environment and society.
Aware that it cannot be otherwise and that we are facing a very obvious reality, at B Capital Partnes we are committed to responsible investment management. We have been working with our clients for some time now so that the buildings we manage can obtain a good ESG rating. Our in-house facility management team is a partner at Breeam.
Today there are different ways to determine the level of sustainability of a building. There are different types of certificates such as BREEAM, LEED, DGNB, etc., as well as ratings such as GRESB, which allow us to know how sustainable a building is and its impact on our economy regardless of whether it is owned by a company or an individual.
The Breeam Building Research Establishment’s Environmental Assessment Method certificate allows us to know the relationship of a building with the environment.
This certificate was developed by the BRE Global organization in the United Kingdom and began to be developed in 1988, but it was not until the 1990s that it came into use. Initially, the Breeam certificate was used for commercial and residential properties. Over time its use has been extended to new types of buildings.

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Barcelona and Madrid recently brought together the real estate industry. It was within the framework of two major events: The District and the National Congress of Real Estate Servicing. And how could it be otherwise, B Capital Partners actively participated through some of its professionals who attended both appointments.

The District in Barcelona brought together more than 7,000 professionals with the aim of analyzing the behavior of capital today and advancing investment trends for 2023. The District was structured along three main axes: the development of capital market structures, the value of meeting ESG (Environmental, Social and Governance) criteria and the transformation experienced by Residential, Office, Logistics, Hospitality, Retail and alternative assets, such as student residences, senior ‘living’ or the ‘build to rent’. In addition, the application of new technologies in real estate projects also had its leading role in the event.

The District was attended by investment funds, sovereign wealth funds, commercial banks, alternative sources of financing, large landowners, administrations, operators, developers, brokers, marketing agencies, consultants and property managers.

Meanwhile, the 4th National Congress of Real Estate Servicing was held in Madrid, an event that is already an icon for dealing with the perspectives on the evolution of the market, the development of new business models and the main challenges that asset management has ahead. Throughout the two days that the congress lasted, the topics that most interest the sector were discussed, such as: the macroeconomic situation and the underwriting of portfolios in Spain, public-private collaboration for effective housing management in Spain, the real estate sector as a refuge value for accumulated post-pandemic savings, in addition to various specialized topics in real estate, rental, promotion and sale of real estate, land management and investment opportunities in NPL Secured portfolios.

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