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The Propcast

Aug 11, 2021

Summary: In this episode The Propcast talks to Helen Kings from Touchstone, and Tom Allason from Residently about their partnership to improve the customer experience within the rental market, new changes coming into play that can affect the rental space, and what tenants really want in 2021.

Key Insights From This Episode

  • I had the realisation that what most of the world are going to spend the most on for the rest of their lives, has an inconsistent customer experience that enjoys no brand loyalty Tom Allason
  • I'm a firm believer that businesses can only really be very good at one thing – Tom Allason
  • In four years, the expectation from our residents and our landlords have massively increased – Helen Kings
  • COVID has also brought together one change - You've got an overall shift towards renting from home ownership – Tom Allason
  • The fastest growing demographic of renters in the US and the UK are the affluent people who can afford to buy but choosing not to, because ownership is not really compatible with their lifestyle – Tom Allason 
  • renting really is about flexibility and convenience – Tom Allason
  • If we properly measure, record, analyse and use data, we can make a real difference to our client’s portfolio performance – Helen Kings
  • Folks have realised the need to invest in customer experience, and how important retention and engagement with renters is – Tom Allason
  • Data, both property and customer related, is absolutely at the corner of our understanding of how particular assets perform – Helen Kings


About Our Guests

Helen Kings

Helen joined Touchstone as Managing Director in January 2017. She's passionate about making people's experience of renting the very best it can be. As increasing numbers turn to the private rented sector, she believes customers should expect a quality product and professional experience when renting. Results driven, Helen is focused on growing Touchstone's business, while also ensuring our customers and clients receive the very highest levels of service and expertise.

Her career to date has included working for some of the UK’s largest and well-known retailers, including Aldi and Somerfield. Before joining Touchstone, Helen was Sales Director at Compass Group, a market leader in contract catering and FM support services. Her retail background means she really understands what makes great customer service. She believes by providing the pinnacle of customer experience, we deliver customer satisfaction and the best returns for her clients.


Tom Allason 

Tom Allason is a serial marketplace entrepreneur known for founding eCourier (acquired Royal Mail), Shutl (acquired eBay), Rehaus where he is a non-exec, and Residently where he is CEO. Prior to founding Residently, Tom spent four years as an executive at eBay, during which he rented five homes in three countries, each time repeating the same stressful and time consuming process. Tom's current venture, Residently wants to be the number one home brand and aim to give power and control to renters. Residently aims to do this by simplifying the rental process from finding the perfect pad, to furnishing it, and finding an expert Home Services all at the tap of a button


About Our Host

Louisa Dickins 

Louisa started her career in property working at a well-known estate agency in London. Realising her people skills, she moved over to Lloyd May to pursue a career in recruitment. She now is a Director at LMRE, who are a specialist recruitment firm driven by PropTech and recruitment professionals, and Louisa oversees their 5 core areas. Louisa co-founded LMRE and provides a constructive recruitment platform to the new disruptors in real estate. Louisa is also on the board of Directors at UK PropTech Association (UKPA).

About LMRE 

LMRE believe there is a better way to recruit. LMRE focus on a more comprehensive, client led focus delivering exceptional talent to the place at the time. They are passionate about the industry and passionate about people's careers. LMRE spend time with each client to become and an extension of the business, and their transparency and core values help them grow with the sector. LMRE simplify recruitment and innovate with our clients and evolve the people driven, PropTech community.


Resources Mentioned

LMRE website 

Touchstone website 

Residently website

Qube MRI software 

Tom’s contact:  

Helen’s contact: 



This show is sponsored by ReimTech, a forum for the Real Estate Investment Technology peers across Europe, find out more here

We are also sponsored by CREtech, the intelligence platform for real estate innovation. CREtech will be opening their doors for live events again soon! Find out more 

Property Quants brings quantitative investment strategies to real estate, to access their new seminar click here 


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