The brief
Create a new and improved resident experience and placemaking strategy.
Sector: Build to Rent
Client: Moda
An experience that makes it worth staying.
How we made sh*t happen for Moda.
About Moda.
Moda is a UK Build to Rent operator delivering highly serviced, amenity led rental homes in prime city centre locations. Their focus is on creating a lifestyle led living experience, not just a place to stay.
Working with a range of institutional investors, Moda operates across multiple cities in the UK, with a growing nationwide portfolio.
What Moda wanted to achieve.
Moda approached us to review their existing resident experience strategy and build something stronger.
The goal was clear. Increase resident engagement and improve customer retention across their buildings.
They already had activity in place, but they needed a more joined-up approach. Something consistent, scalable and built around what residents actually wanted, not just what looked good on paper.
Getting the project off the ground.
We were introduced to Moda through a referral and started with a deep dive into how things were currently working.
This wasn’t a surface-level review. We ran a series of focus groups across multiple buildings, speaking directly to residents. We asked around 40 questions covering everything from events and amenities to how they felt about the Moda brand as a whole. What they liked, what they didn’t and what was missing.
Alongside this, we spent time with the on-site resident teams. The people actually delivering the experience day to day. This gave us a clear view of how events were being planned, what was working operationally and where the gaps were.
We then pulled everything together to build a full picture of the current experience across the portfolio.
What we delivered.
We started by creating a detailed report that mapped out what Moda were currently doing, what wasn’t landing and where the opportunities were.
From there, we moved into building a full resident experience framework.
This included a structured 12-month plan, outlining what activities should be happening across the year. From January through to December, we mapped out the types of events, the recommended frequency and the expected levels of engagement.
We also identified the kinds of brand partnerships that would elevate the experience and align with Moda’s positioning, alongside clear direction on how each event should feel and be delivered.
The result was a practical, easy-to-follow framework that gave Moda a clear roadmap to deliver a more consistent, considered and engaging resident experience.
What happened after the project.
Following the project, Moda were left with a framework that could be rolled out across its portfolio.
It gave their in-house teams the structure and clarity needed to deliver a more joined-up experience across all locations, while still allowing for flexibility at a local level.
Most importantly, it put them in a stronger position to improve engagement, build better relationships with residents and create a more consistent standard of living across the brand.
You're in good company
Some of the fine folk
we’ve worked with
Grab a brew. Have a read.
We say it as we see it
