JLL is a leading provider of residential services in the UK with over 300 experts across 17 offices. They manage over £1 billion of residential assets and 2000 tenancies. Their capabilities include capital markets, affordable housing, letting, management, sales, research, and sustainability services. They provide end-to-end solutions for private rented sector clients through property management, marketing, and mobilization services.

1. Build to Rent
anagement and lettings

2. Over 300
Residential experts
Who are
17 Residential
offices throughout
London and the regions
Over £1 billion
of Residential assets under
management
Over 2000
tenancies agreed in 2016 - approximately 80%
of which are new builds
Largest
Dedicated sustainability team
in the UK (Upstream)
Average estate agency
branch Google rating
4.8/5
£2.3bn
of new home sales
(2016)

3. Our Residential Capabilities
JLL are widely recognised as a leading provider of residential services within the UK.
Our team of over 300 Residential experts, along with colleagues across our wider business, work
closely together to provide an end to end PRS Solution
Capital markets Affordable housing Letting and management PRS management Land sales and acquisitions Research and forecasting
Valuations Mixed use development Planning New homes sales International agency Development consultancy
Sustainability Building Consultancy Property & Asset Management Bewonder* Branding
and Marketing
Other services available to
the residential team

4. Our team
Sam Winnard
Director, Residential Management
Lee Hill
Director Residential (Manchester)
Anna Honor
Associate Director, Residential
Management
Aileen Fairgrieve
Associate Director Residential
Client Accounts
Brent Stojanovic
Associate Director, Bewonder
• Member of ARLA
• ARLA Technical Award – level 3
• Over 10 Years’ Experience in
Manchester market
• Member of ARLA
• Over 13 years’ experience
• NFoPP Level 3 Technical Award
• Fellow Member of ARLA
• ARLA Technical Award – level 4
• BSc – Real Estate Management
• 10 Years’ Experience
• Part AAT qualified
• Over 15 Years’ Experience
• Head of Residential Client Accounts
• BSc Consumer Marketing
• Diploma Institute of Promotional
Marketing (IPM)
• 10 years’ experience
Key Skills
• Mobilisation
• New build let up
• Property management
Key Skills
• Strategic advice
• Asset Management
• Reporting
Key Skills
• Mobilisation
• Strategy
• Resident Experience
Key Skills
• Residential Accounts
• Financial Reporting
• Account Set Up/Transition
Key Skills
• Brand positioning and development
• Place making and develop strategic
campaign plans
• Marketing and advertising
including Social Media
Role
Mobilisation, letting and management
Role
Staff training, mobilisation, ongoing
asset management and reporting, day
to day single point of contact
Role
Contract management, design
and management advice, strategy
and mobilisation
Role
Client Accounts, Credit Control
Role
Brand positioning and campaign
development
Key Experience
• Greengate, Manchester –
Mobilisation, letting and
management
• Riverside apartments, Manchester
– letting, management and sale
• Head of sales and lettings,
Manchester
Key Experience
• One Eighty, Stratford - Asset
management, client reporting and
point of contact
• The Hub, Harrow - Asset
management, client reporting and
point of contact
• Queen Street Apartments - Asset
management, client reporting and
point of contact
Key Experience
• One Eighty, Stratford - Mobilisation
and strategy
• The Hub – Harrow - Design advice,
mobilisation and strategy
• Queen Street Apartments -
Mobilisation and strategy
• 8 years of experience managing
predominantly new build property
• Customer Service Award
2014(Landlord and Letting Awards)
Key Experience
• One Eighty Stratford – Client
Accounts and Credit Control
• The Hub, Harrow – Client Accounts
and Credit Control
• Greengate, Manchester – Client
Accounts and Credit Control
Key Experience
• Brent works across our clients’
retail, commercial and residential
portfolios to build brands, consult
on placemaking and develop
strategic campaign plans.
• Works directly with numerous
institutional investors on portfolio
strategies, and also smaller
developers on standalone focus
projects.

5. Model
Our PRS management model involves a single JLL point of
contact for our clients with overall responsibility for their
asset/s. Our property managers also train and direct the site
team which is focussed on delivering a first rate resident
experience and is proven to provide operational efficiencies.
Typically our site teams would include a scheme host,
responsible for leasing and resident liaison throughout the
course of the tenancy helping to build rapport and create a
real sense of community.
Our model also reduces risk with JLL retaining responsibility
for handling monies, drafting tenancy agreements,
registering deposits and marketing output (including
portal listings).
Operational reporting
Accounts
Block management
Resident portal/app
Referencing and
tenancy programme
Global marketing
platform
JLL PRS Management Team
Cleaners Scheme Host
Maintenance team Gardeners
Resident Experience
Service included in fee proposal Operational expenditure
JLL PRS Management Team
Client

6. Glasgow
Edinburgh
Leeds
Manchester
Birmingham
Liverpool
Bristol
Exeter
London
Leicester
Southampton
One Eighty, Stratford
Client: Aberdeen Asset Management
Units: 178 PRS apartments,
220 affordable and retail
ERV: £3.7M
The Horizon, SE10
Client: Family Mosaic
Units: 111 PRS apartments
ERV: £2M
Greengate, Manchester
Client: LaSalle Investment Management
Units: 498 PRS apartments
ERV: £6.5M
The Hub, Harrow
Client: Aberdeen Asset Management
Units: 84 PRS apartments and one retail
ERV: £1.6M
JLL residential office locations
Our current PRS assets
JLL’s current ASTs
750
175
150
2000
Our current assets under management
Queen Street Apartments, Leicester
Client: Aberdeen Asset Management
Units: 232 PRS apartments
ERV: £1.8M

7. Achieving your PRS ambitions...
Consultancy

8. Using our expertise and hands on experience of PRS, and
residential in general, our team are able to provide valuable
advice to help create successful rental communities. Our
significant experience of letting and management means we
know what tenants like and dislike, what drives efficiencies
within buildings and how we can utilise the physical
elements of the building to create an attractive environment
which brings residents together.
Management strategy
Unit mix
Specification
Amenity provision
Design for management

9. The Hub, Harrow
Aberdeen Asset Management
Situation
An office to residential conversion in the heart of Harrow town
centre comprising of 84 apartments with ground floor retail and
underground parking which completed in September 2016.
Brief
Having agreed heads of terms to purchase The Hub our client
required advice regarding unit specification, management
structure and provision of communal amenities and services.
Outcome
• Unit specification – we were able to recommend amendments
to the specification of the 7th and 8th floors in order to
differentiate the product and create a premium offering
commanding a higher rental value.
• Management structure - using our experience of similar
schemes we proposed a management structure which provided
a cost effective onsite resource with a Scheme Host providing
letting, management and key elements of a traditional
concierge function such as receiving parcels.
• Provision of amenities and services – our advice resulted in
integrating a resident lounge and work from home space and
management and letting office within the entrance lobby,
taking full advantage of the prominent high street location.
Additionally we advised adding self-service parcel store and dry
cleaning services, both of which have no ongoing running costs
to the client but help to create a premium service offering for
residents.
JLLs advice during the design stage of The Hub
has created real added value for residents and the
foundation to build a sense of community, whilst
their proposed management strategy provides a cost
effective and high quality service with an invaluable
on site presence.
Ed Crockett
Fund Manager | Aberdeen Asset Management

10. Achieving your PRS ambitions...
Mobilisation

11. We help create exciting PRS brands, develop successful
marketing strategies and deliver incredible service from day
one of completion. Our track record of successfully bringing
PRS schemes to market means we understand what’s
required to get it right first time. We know the right kind
of qualities to look for when recruiting a site team and we
deliver training which helps exceed resident expectations.
We know what marketing provides the best return and
which incentives can be used to generate applicants and
create a sense of urgency. In fact, our in house marketing
team, Bewonder*, can deliver this from start to finish for our
clients. And we have existing relationships with key suppliers
to be able to provide our clients with the best rates for a
range of goods and services.
Employment and training
Letting and marketing strategy
Brand creation
In house branding and marketing
Procurement of goods and services

12. Queen Street Apartments, Leicester
Aberdeen Asset Management
Situation
An income producing asset consisting of 232 apartments located
close to the Cultural Quarter in Leicester city centre.
Brief
JLL were appointed to let and manage the units upon completion
of the acquisition taking over from the vendors in house team
which included 11 members of staff.
Outcome
• Due diligence was carried out well in advance of completion
ensuring a smooth handover and continuity of both service,
occupancy and rent collection.
• A full review of existing contracts was conducted and savings
identified.
• All staff members were transferred under TUPE and a review of
the structure of the team carried out in order to provide instant
operational efficiencies. Systems and training were provided
ensuring clear oversight, consistency and further gaining
efficiencies.
• A full brand review was completed by Bewonder* resulting
in a name change to Queen Street Quarter and creating a
brand which was more modern and in keeping with the target
demographic of the scheme.

13. Achieving your PRS ambitions...
Let up

14. Marketing and lease up
JLL Global marketing platform
• Globally recognised
and trusted brand
• 17 agency offices
• Prime media coverage
• Corporate relations
• JLL website
• Virtual tours
• Property Portals
On site marketing
• Hoarding
• A-frames
• TV
• Static advertising
• Welcome entrance
• Local engagement
Applicant conversion rates
• Gauge effectiveness of campaign
• Assess rental levels
• Monitor Impact of incentives
• Project let up rate
Applicants
100%
Viewing
50%
Offers
50%
With our residential experience being so deep rooted in new build
property we are experts when it comes to leasing up. Over 80% of our
existing letting and management portfolio is new build with JLL having
been instructed to lease up from development completion.
Our clients benefit from our global marketing platform which reaches
far and wide to generate more leads and ultimately more tenancies
agreed. We understand that high occupancy is the foundation needed
to drive rental growth which is why when we let up we don’t just think
about getting deals done, we also think about when the tenancies will
be ending to ensure we can maintain high levels of occupancy for years
to come.
During the let up campaign we’re not afraid to make changes and react
to the market. We constantly measure key performance indicators
to let us know if the campaign is on track and whether there are any
opportunities to make it more effective.
Marketing and lease up

15. Greengate, Manchester
LaSalle Investment Management
Situation
A mixed-use scheme comprising 497 apartments with ground
floor retail in Manchester City Centre, built by Renaker and forward
funded by LaSalle Investment Management.
Brief
Our client sought advice to develop a unique and powerful
brand which would capture the imagination and help project
the community and lifestyle benefits available to residents of the
scheme. We were also asked to create an effective marketing plan
to minimise the let up period.
lets agreed
within 3 months
average applicant
to offer conversion rate
Outcome
• Scheme Branding – we worked closely with the client and their
marketing partner to create the “LIVE Greengate” and “Your
Greengate” straplines around which we effectively marketed the
benefits of the lifestyle and how the inclusive and community
feel of the scheme allowed residents to make it their own.
• Site team – we employed and trained a site team of six
individuals providing on site letting, management and
concierge services to residents.
• Marketing – Our marketing campaign was ready to go live well
in advance of completion. We agreed lets on over 170 units
within 3 months of completion with residents ranging from
students to Manchester United first team players demonstrating
the broad reach and effectiveness of our campaign.
Natalia Kolotneva
National Director | LaSalle Investment Management
JLLs PRS Management team have been involved with the Greengate development from
the early stages. Their market insight, experience and advice has been invaluable when
making key decisions such as amenity provision, furnishing and staffing. JLL worked
closely with a third party marketing agency to develop a unique brand for Greengate
which resonates with the target demographic.
Since completion JLL have surpassed all expectations by letting up over 170 units
within 3 months whilst providing a fantastic service to residents resulting in an
extremely high calibre of tenant and many recommendations. JLLs marketing
platform was beneficial to the let up stages and their model of having on site
combined letting and management staff provides the most effective way to convert the
enquiries to offers.
We believe that JLL’s innovation and willingness to continually explore new ways to
enhance the resident experience and asset performance is incredibly valuable.
170 50%

16. Achieving your PRS ambitions...
Stabilisation

17. Resident experience
Branded response
(Virtual) Tour
Show apartment
Brochure
Mystery shopping
Reserved parking
Book a lift
Access to suppliers
Home demonstration
Introduction to portal
Responsive management
24/7 Parcel deliveries
Services (portal/app)
Community
Resident events
Social Media
Service level
Lifestyle
Early engagement
Full lifecycle needs
Satisfaction surveys
Prospect Move in Resident Retention
We recognise that to achieve a PRS premium over a typical buy to let property residents must be able to
value to difference between the two offers. Our schemes are carefully considered to ensure the resident
experience far outweighs that of a buy to let property in the local market. Whilst the bricks and mortar
may be similar our role is to create and then sell an enhanced lifestyle to residents, which PRS has the
opportunity to provide. As well as the physical elements of the building we use technology and third
party services to build layers of additional service which improve the overall resident experience; from an
app to report maintenance issues in any one of forty languages, a portal to be able to sell an unwanted
bike to another resident or on site dry cleaning lockers to be able to conveniently have shirts pressed for
the next day.
We set the bar high when it comes to service and we monitor performance frequently, including surveying
residents to make sure we’re meeting their needs. We recognise that needs change and we actively listen
to the demands of residents, being open to change where this benefits our residents and client.

18. Repairs and maintenance
We aim to make life as easy as possible for residents giving them as many ways to get in touch as possible
to report a repair. Typically most repairs are reported to the on site scheme host who will then oversee the
matter through to conclusion. Our residents are used to services like Amazon and Asos, where updates are
frequent and service dependable. We aspire to the same service level, with updates provided to residents
at every stage of the maintenance process through to conclusion providing complete peace of mind and
reassurance. Residents also have the ability to rate the experience after each repair enabling us to monitor
the performance of our contractors and site team.
• On site management
• Telephone (24/7 support)
• Email
• Portal
• App
• Dedicated handyman
• Leverage benefit of existing procurement agreements
• Logged via management system
• Contractor KPIs

19. Client reporting - KPIs & KRIs
We constantly monitor the KPIs of each scheme, taking
appropriate action to ensure KPIs remain in line with
expectations. Alongside high level KPIs we provide our clients
with detailed monthly operational reporting. Typically we meet
with our clients monthly to review operational reports and the
strategy for the scheme.
We recognise that the high level KPIs are a by-product of many
elements and we look to monitor and control these wherever
possible including:
• Data accuracy reports (registering applicants)
• Mystery shopping
• Response times
• Maintenance satisfaction surveys
• Invoice approval turnaround
Applicant level
Occupancy
Mystery shopping
Enquiry conversion rate
Arrears
Renewal rate
Actual vs Budget
Expenditure
98%
100%
85%
2% 0%
15%
8
66%
80%
0%
100%
200%
10%
0%
0%
0%
20%
100%
10%
0%
0
-10%
100%
10
Resident survey

20. Description:
A mixed-use scheme comprising 178 PRS apartments with an
income of circa £3.3M, two retail units and 120 affordable housing
units let on a long lease. JLL are appointed to let and manage the
scheme on behalf of Aberdeen Asset Management.
JLL’s dedicated Residential Portfolio
Management team have a clear understanding
of the requirements of institutional investors.
Their strategic approach helps us to drive the
performance of our assets while their proactive
ability to engage with residential tenants provides
clear oversight and risk management.
One Eighty, Stratford
• Rent collection rate of over 99%
• Rent passing increased by approximately 25% within 18 months
• ERV increased by over 36% within 18 months
• Occupancy rate maintained at over 97%
Ed Crockett
Fund Manager | Aberdeen Asset Management

21. Complete suite
of BTR services
Why
Urban Residential & PRS
Development of
the Year
– N/W Insider Awards
Sales and letting
agent of the year 2016 & 2017
– N/W Insider propertyawards
Globally recognised
and trusted brand
Extensive network of
17 city centre offices
Over a decade
of experience letting and
managing new build schemes
Nominated for
Best PRS Operator
- Property Week
Management All-Stars 2017
National coverage
with strong
regional presence

22. © 2017 Jones Lang LaSalle IP, Inc. All rights reserved. The information contained in this document is proprietary to JLL and shall be used solely for the purposes of evaluating this proposal. All such documentation and information
remains the property of JLL and shall be kept confidential. Reproduction of any part of this document is authorized only to the extent necessary for its evaluation. It is not to be shown to any third party without the prior written
authorization of JLL. All information contained herein is from sources deemed reliable; however, no representation or warranty is made as to the accuracy thereof.
Sam Winnard
Director, Residential Management
Email: Sam.Winnard@eu.jll.com
Phone: +44 (0)208 104 1141
Mobile: +44 (0)7815 639357
Lee Hill
Director, Residential (Manchester)
Email: Lee.Hill@eu.jll.com
Phone: +44 (0)161 238 7400
Mobile: +44 (0)7527 388052
Anna Honor
Associate Director, Residential Management
Email: Anna.Honor@eu.jll.com
Phone: +44 (0)208 104 1147
Mobile: +44 (0)7525 824567