Happy building is healthy building

While a lof of focus is generally given to the tangible parts of a building to make it "healthy", a personal touch can also strengthen the bond with tenants that keeps it in good shape.

A healthy building typically refers to a structure designed, constructed and operated for favourable impacts on health, satisfaction and productivity of its users. Its features range from air quality and daylighting to nature views and good interior layouts.

As a result, a lot of focus is on technical aspects such as the selection of fit out materials, and ventilation, lighting, water and air quality control systems. But for Dexter Norville, head of estate management at JLL, there are also several "intangible" aspects to look into when it comes to a building’s health. One of these aspects is the happiness of occupiers.

A landlord is duty-bound to maintain a healthy portfolio of consistent, long-term tenants. Increasingly, landlords understand and incorporate tenants' happiness into their tenant retention programmes. Through strategic management and streamlined procedures, the ultimate goal is to achieve building-wide tenant satisfaction.

Generally, building users’ satisfaction relies a lot on how the building is managed. Putting financial factors and amenities aside, experience shows that tenants are unlikely to move out when the building they are in is kept clean, tidy and safe and the building management team is quick to respond to their technical or operational needs related to the building.

Experience also shows that tenant engagement is another factor that can influence tenant satisfaction. In fact, the relationship between management and tenants is linked by overall satisfaction. A tenant that feels a strong positive connection to the landlord is less likely to vacate. Therefore, to increase the chances of maintaining tenants, landlords must foster a positive, attentive relationship with those who currently reside within their properties.

A number of landlords use personal touches to foster tenant engagement. Mr Norville explains that an engagement programme can be simple. For example, landlords can work with the property management to plan different activities for tenants on prominent dates on the calendar throughout the year, taking into consideration practicality, budgets and potential engagement from tenants.

"Who does not like chocolate? Why not have a chocolate fondue station in the lobby on Valentine’s day and give all visitors some love heart marshmallows to dip into it? It can be set up during the lunch time so the cost can be controlled but the impact will be lasting," says Mr Norville. "Another example is the Lunar New Year day when the landlord may invite a dragon troupe to entertain around the building and lobby and give people fortune cookies with nice wordings in them."

The personal-touch approach to tenant engagement is seen more widely in some other markets around the world and the feedback is positive from landlords and tenants alike.

To ensure higher tenant engagement and satisfaction, landlords can work with their property management team to review any part of a building function and make action plans for improvements or enhancements. These may include scheduled phones calls or in-person visits that offer tenants a chance to express concerns.

"Having a healthy building involves the physical state of the building and the hearts and minds of the occupiers. Happiness of tenants and visitors provides a healthier atmosphere and feeling in a building," says Mr Norville.



