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Successfully welcoming new customers
Six key considerations for Registered Providers planning to integrate a new portfolio
GROWTH, REGENERATION & DEVELOPMENT
Glenn Allum
Director, Campbell Tickell
Glenn Allum
Director, Campbell Tickell
Issue 81 | December 2025
Acquisition of tenanted portfolios provides a quick route to growth for Registered Providers. However, the integration of these portfolios into businesses presents a challenge which many acquiring landlords have limited, or no, experience of meeting.
For those thinking about acquiring tenanted homes, we have set out six things to think about as part of integration planning.
01
Making the right first impression: You will get one opportunity to make a strong first impression with your new customers. Think carefully about your initial communications with customers so they know how to access your services, including digital platforms. Make sure that frontline service delivery teams are well-briefed and prepared to support new customers in the crucial first few weeks as you become their landlord. Finally, think about early measures which demonstrate a visible presence in neighbourhoods, including some door-knocking. This will show a proactive approach and give your teams an opportunity to meet and get to know new customers.
02
Be prepared for a surge in service demand: With a change of landlord, there is also usually a surge in service demand for services from customers for a period after transfer. Primarily, this will be around repairs. However, other service areas such as ASB management, social value and lettings will also likely see increased traffic. Make sure that you are ready to absorb that surge as part of resource planning.
“With a change of landlord, there is also usually a surge in service demand for services from customers for a period after transfer.”
03
Data, data, data: Transfer of data is a key part of portfolio handover. Early engagement between ICT data leads to discuss system data requirements and build relationships is essential. Facilitate the transfer of data as early as possible (even example data) to allow plenty of time for initial system mapping and consistency checking. It’s not just about systems data either… don’t underestimate the number of documents which will be transferred as part of the handover as well. This will include compliance information and tenancy agreement for example. These will need to be checked and reconciled with what you’re expecting to receive ahead of legal completion.
04
Get operational teams involved early in the process: It may seem obvious, but engagement with operational teams can be overlooked in the pressures of completing a transaction. Your teams will need time to scope and plan for receiving new homes, especially if they are in areas where you currently have little or no management presence. Early and consistent engagement prior to exchange of contract will take pressure off operational teams and make sure they have all that they need.
05
Make the most of touchpoints: Think about how you maximise the use of touchpoints with new customers after the transfer of homes. They will offer an opportunity to build relationships and update data you hold on customer households, which is often out of date. It also offers a chance to remind customers about things they will need to do following transfer, such as new direct debit instructions and updating landlord details on Universal Credit systems.
06
Don’t lose sight of post-completion tasks: There are several post-completion actions which buyer and seller will need to do. Key among these is the transfer of rent arrears between the parties. However, there are also others which will need to be addressed. Make sure these are captured in project planning and do not get missed as portfolios transfer to business-as-usual arrangements.
05
Make the most of touchpoints: Think about how you maximise the use of touchpoints with new customers after the transfer of homes. They will offer an opportunity to build relationships and update data you hold on customer households, which is often out of date. It also offers a chance to remind customers about things they will need to do following transfer, such as new direct debit instructions and updating landlord details on Universal Credit systems.
06
Don’t lose sight of post-completion tasks: There are several post-completion actions which buyer and seller will need to do. Key among these is the transfer of rent arrears between the parties. However, there are also others which will need to be addressed. Make sure these are captured in project planning and do not get missed as portfolios transfer to business-as-usual arrangements.
Cambell Tickell’s growth and acquisition team is highly experienced in all aspects of portfolio acquisition and disposal. If you would like to hear more about how we can help with your project, please email Glenn Allum or call: 07931 432036.
