News

Customer service today is dominated by chatbots, AI platforms and self-service tools. These resources certainly have their place, providing rapid answers to standard questions, reducing wait times and increasing access around the clock. The challenge? Not every customer query can be solved by an automated script.

For our first ‘60-seconds with’ instalment of 2026, we caught up with Claire Malkinson, Head of Build to Rent and Area Director at Rendall & Rittner.

In the twenty-first century, it is undeniable that we are living in a tech-driven world. The ability to automate tasks, find information and get solutions at the push of button dominates every aspect of our lives. It would be easy assume that as we push technology to do more and more for us, that the human element of the working world is fading fast. The reality, however, suggests something entirely different.

Rendall & Rittner has established a dedicated Customer Experience (CX) Team, designed to enhance the way residents access support and receive resolutions to their enquiries. Based across the company's London and Manchester offices, the team provides a dedicated first point of contact, improving response times and streamlining communication across the business. Since launching, the team has been shaping and refining its approach, already delivering real benefits for customers. Building on this success, it is now extending its operating hours to further enhance support for residents.

R&R Head of Business Development, Jo Watson explains the key role that Rendall & Rittner’s development consultancy services can play in successful residential development. 

We are proud to have received a Five Star accreditation from the British Safety Council. This marks the seventh consecutive year that we have secured this accreditation which is recognised as the gold standard in occupational health and safety.

Supporting the amazing work of charities is very important to us and forms a key part of our ESG commitment. For many years now, the Great Ormond Street Hospital (GOSH) Charity has been one of the charities that we support on an ongoing basis. This year, we have once again been collecting toy donations for children who unfortunately will be spending time in the hospital on Christmas Day.

At Rendall & Rittner, community engagement sits at the heart of what we do. It is more than a complement to our property management services; it has become a defining feature of our approach. The wide range of initiatives that come under our community engagement umbrella are all part of our central purpose to facilitate truly connected communities where residents are proud to live.

Today, a cross-party House of Lords Committee has released its report into The Building Safety Regulator (BSR) highlighting the impact of “unacceptable” delays caused by the BSR approval processes. At Rendall & Rittner, we have experienced first-hand the challenges faced, leaving residents waiting for remediation works to be completed in unsafe buildings and increasing costs for leaseholders.