It’s no secret that the real estate industry has been historically slow to change with the times. But, with today’s evolving end-user expectations, change is inevitable. This is even more true when it comes to the modern tenant experience – especially in our current purpose-built rental boom.
But on the flip side, there’s still something significant to be said about good old-fashioned customer service (and real human connection).
This is why Holt Meadow Group fuses an accessible human touch with the best in contemporary technology, for a harmonious approach to property management. It’s a style that complements today’s modern daily lifestyle, no matter a resident’s life stage.
From luxurious Yorkville towers to quaint, small-city fourplexes, Holt Meadow simplifies life for tenants, providing stress-free and simplified living. The boutique property management company oversees everything from holistic and on-demand resident communication, events, and support, to the nuances of financial management, property inspections, and ESG criteria.
A “Missing Middle”
Holt Meadow’s vision has always been to redesign rental living, with transparency top of mind. Company founder and CEO Oren Turkienicz — and his team — saw the tenant experience as in need of a shake-up. A rental real estate developer, Turkienicz initially formed Holt Meadow to handle property management for its parent company, Pinemount Developments.
“We found the market to be split into two major groups in terms of the management,” says Turkienicz. “There were the larger companies, and then there were the smaller ‘mom and pops.’ We found that there was sort of a missing middle, or a group focused on the mid-market. Secondly, there’s a prop-tech, forward-looking focus on property management that can bring a new fresh look — and thought.”
With their development background, Turkienicz and his team weren’t strangers to working with new buildings and thinking through concepts for building systems from scratch – which gives Holt Meadow a competitive edge. This also allows the company to provide consulting services for new builds (more on that later). But the Holt Meadow team also understands older, character-rich vintage buildings, and how to elevate them to today’s higher standards by implementing a forward-looking, tech-focused type of management.
From downtown Toronto to Hamilton and Barrie, the common denominator among all Holt Meadow properties is a sense of seamless connection.
An Evolution Of Customer Service
Daniela Douglas, Holt Meadow’s Senior VP of Operations, says that in the rental market, customer service wasn’t evolving.
“We noticed that the customer was being left behind quite a bit,” says Douglas. “And good customer service isn’t just saying ‘yes’ to your customers. It’s about trying to build on that connection to form strong relationships with your tenants.”
Human connection is increasingly fleeting in our automated, AI-dominated era, Douglas explains. “We are trying to bring back the human touch, while at the same time creating a direct connection with the new world,” she says. This means a completely accessible executive leadership team and seamless communication.
“We are completely available, accessible, and transparent,” says Douglas. And she doesn’t use those terms lightly: Support is accessible 24/7 with just a few clicks. “The moment I receive a message from a client, my response will come as soon as possible,” says Douglas. So will immediate action. This could mean Douglas adjusting her schedule to personally visit a tenant who was having a leak in their unit, as she did last week. “I was directly involved, and we were able to troubleshoot the problem by brainstorming with professionals in the industry and communicating with my entire team,” she says.
The result was a swift resolution. “We are operating with highly visible, cross-functional roles, where it’s necessary to be able to pivot throughout the day to assist tenants and their needs,” says Douglas. “We allow that flexibility, where we can maneuver and shift priorities as they come along. Customer service and satisfaction are the top concerns.” This means tenants don’t have to navigate through layers of corporate structure and red tape to get an answer.
On the tech front, services are tailored to each unique community. Tech features can include things like the ability to submit maintenance requests, reserve amenities, and receive community updates through resident portals. It also means state-of-the-art security, app-based smart locks, and QR codes for maintenance requests.
This same technology allows Holt Meadow to track complaints and ensure efficiency from a back-office perspective, says Turkienicz. “So, we get a feel for the building, we get a feel for the tenants, and we are able to effectively address any issues that come up,” he explains.
A Delicate Balance That Starts From Within
A successful property management company is one that can balance the needs of both real estate owners/investors and the quality of the tenant experience. For owners, Holt Meadows aims to maximize returns and offer advisory services, including for pre-construction projects. For residents, the emphasis is on customer service and a modern, seamless living experience.
So, in short, the focus is on both enhancing asset value for owners and improving the living experience for residents. Transforming these buildings into vibrant communities, like Holt Meadow does, only enhances their desirability for future tenants.
“The transparency we have with our tenants is the same approach we take with our clients,” says Turkienicz. “Our job is to minimize expenses while we’re still maintaining a high quality product. So, the building is operating at its highest potential, generating rent prices that are justifiable, given what the building can offer, while also minimizing unnecessary expenses.”
Turkienicz says that Holt Meadow’s difference lies in the company’s transparent and on-demand communication. Meanwhile, Douglas explains that the company’s exceptional front-facing service is a direct reflection of what happens internally.
“We are a modern corporation, and we operate in a corporate way, with strategic plans and proper succession planning,” says Douglas. “But at the same time, we use technology to our advantage. Our whole vision for Holt Meadow – both internally and in the customer experience – is the human element in conjunction with tech. AI is the new reality, but the human touch will always be needed.”
Douglas also stresses the importance of viewing Holt Meadow’s clients as their partners. “We don’t limit our control to the day-to-day operations of properties,” she says. “We make recommendations and assist with their financial planning. If we see potential for financial growth, we don’t hesitate to support our clients.”
Looking Ahead
The current rental market is one where more stock is available all the time. Today, most Greater Toronto Hamilton Area (GTHA) housing starts are purpose-built rental buildings. This means ample opportunity for renters — and Holt Meadow and developers, too.
“We’ve really made ourselves available to new construction purpose-built rental clients who are looking for that pre-construction input, given the status of the development landscape,” says Turkienicz. “There are a lot of developers who are now trying to focus on PBR products. We serve as a sounding board and a consultant to provide input on a pre-construction basis, but also from a management perspective. There’s a lot of input needed when it comes to how hallways are situated, how units are laid out, the types of amenities that make the most sense, where to locate the management office, and where to place security cameras, just to name a few.”
With these shiny new purpose built rentals and more older rental stock, we’re moving into more of a tenants’ market. “Tenants have choice now,” says Turkienicz. “So, we want to be differentiated to our clients as a third-party provider. When people see a Holt Meadow logo, they know there’s quality there. They know there’s transparency and they know there’s integrity.”
As for Douglas, the operational goal is to continue this emphasis on human touch with top tech. “My vision for Holt Meadow is to emphasize the human element in conjunction with AI, which is the new reality,” she says. “But the human touch will always be needed. So, we will continue to be an organization that will utilize every new available technology — without losing the human touch.”
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This article was produced in partnership with STOREYS Custom Studio.