Residential Estate Industry Journal 5 | Page 49

‘One of the most significant benefits a portal creates is an official channel of communication between the estate manager and the residents. This serves to protect the management team and mitigates liability,’ says Deon Basson, CEO of Real Estate Development Interactive (REDi), a property technology specialist. ‘When setting up a portal, the estate management can create a structure of various portfolios to cover all the components of their estate. Residents’ forums can be set up that enhance reputation management and allow estate managers to appoint moderators to keep the conversations relevant and respectful, and to resolve issues before they become major dramas. If managed correctly, these forums become a positive problem- solving space and merge the residents and the estate manageme nt into one group with a common goal, which is a well-run and happy community,’ adds Basson. A portal reduces the burden on the estate manager by opening the gateway to automated processes such as supplying the vast and varied information required by a new resident. It streamlines the process of finding and retrieving information and facilitates document control. A portal design should be user friendly and work efficiently in both a desktop and mobile environment, making it compatible with the demands of the modern lifestyle. Functions such as a dedicated emergency channel ensure clear, concise communication, and platforms to conduct polls or voting are conducive to higher levels of engagement by residents. A well-utilised portal is a central database that can store the history of all aspects of the property. This database can be used by estate managers to select and control the flow of information. Estate management can perform all administrative functions and communication with all stakeholders via the portal. How to promote buy-in to the portal by the residents When introducing residents to a portal system, it is crucial to stress how this will streamline the flow of information and put control of the type of content received into the hands of the resident. The portal becomes the 24/7/365 go-to digital channel for all things related to the estate, from utility bills and notices to events, meetings and interest group updates. A good portal system will give residents the ability to decide how they’d like to receive communications and notifications, e.g. mobile app, email, text messages or a combination thereof, allowing the resident to structure the communication they receive to their individual requirements. Encourage interest groups to create forums; this builds community, and the content is user generated, taking the burden off the estate manager. A community portal and application, correctly implemented, provides a digital communication and delivery channel, anytime access to relevant community information and services, and goes a long way in helping to create a healthy, vibrant community. Val de Vie 49