LivUp redefines PRS through technology, flexibility and community

This interview was originally published in our POLAND TOP 50 publication, listing the 50 most influential people in Polish real estate.

The PRS sector has matured rapidly in recent years. Where do you believe the next wave of innovation will come from, and how is LivUp positioning itself to lead that change?

I believe the next wave of innovation will come from combining three elements that have often been treated separately: technology, hospitality-level service and flexibility. The PRS market has established a clear role in Poland, although parts of it are still developing and it continues to face legal, regulatory and investment constraints. The next step is to move beyond a standardised rental product towards a responsive living platform that understands residents, removes friction from everyday life and adapts to changing needs. The PRS market is currently focused on introducing generic digital agents on operators' websites to support, and in some cases partially replace, traditional sales centres. For LivUp, however, innovation is not about introducing technology for its own sake. It is about improving the entire tenant journey - from the first contact and apartment selection, through contracting and move-in, to maintenance, communication and renewal. LivUp is therefore investing in digital tools while firmly preserving our community-focused approach. Regardless of the channel or technology used, every prospective and existing resident should still receive a human response that reflects their individual needs. In this regard, our ambition is to help modernise the PRS market in Poland. This means operating with the discipline expected by institutional investors while remaining close to residents and recognising that a home is not merely a unit in a portfolio. The operators that lead the next stage of the market will be those that can scale without losing service quality, use data without weakening the human relationship, and offer flexibility without compromising operational efficiency.

LivUp recently introduced its premium offering. What has changed compared to a traditional PRS product, and how are these improvements enhancing the tenant experience?

The premium offering is not simply a traditional rental apartment with more expensive finishes. It represents a broader upgrade of the living product. We have focused on the quality and coherence of the apartment standard, the functionality of the space, furnishing, design details and the overall experience - from the first viewing through the resident's daily use of the apartment. In the PRS market, the quality of the physical product and the quality of management cannot be separated. An attractive apartment will not remain premium if maintenance is slow or communication is fragmented. For LivUp, the premium concept also allows us to test which improvements create genuine value for tenants and which can later be applied more broadly across the portfolio.

Artificial intelligence is becoming part of almost every industry. How can AI and digitalisation transform residential property management, and where are you already seeing tangible benefits?

Real estate is still considered a traditional sector. Yet AI and digitalisation can materially improve residential property management because the business generates a large number of repetitive interactions and operational signals. Enquiries, viewings, contracts, payments, maintenance requests, renewals and resident feedback all create data that can be used to make service faster and more proactive. The most immediate benefit is in communication and workflow management. AI-supported tools can help classify requests, prepare initial responses, direct issues to the right person, identify urgency and ensure that matters are followed through. This can reduce response times and free the team to focus on cases that require judgement, empathy or direct intervention. Digital tools can also make the leasing journey more convenient by improving lead management, apartment matching, document handling and communication before and after move-in. The larger opportunity is to move from reactive to predictive management. By analysing patterns in maintenance, resident enquiries, occupancy and renewals, an operator can identify recurring problems earlier, plan resources more effectively and intervene before dissatisfaction grows. At LivUp, we are currently developing digital capabilities to support more structured lead management, resident communication, document handling and operational follow-up. We are also integrating our systems and preparing the organisation for wider use of AI assistance. At this stage, we see AI primarily as a tool that supports our people, not as a substitute for them: technology should make human service more responsive and consistent.

LivUp's Moniuszki project demonstrates how existing buildings can be converted into high-quality rental housing. What opportunities do adaptive reuse projects create for cities and investors, and what have been the key lessons from this development?

Adaptive reuse can create value on several levels. For cities, it gives existing buildings a new economic and social function, supports regeneration and makes more efficient use of infrastructure in established locations. It can also bring residents back into areas that may previously have been dominated by offices or other single uses, contributing to a more active and mixed urban environment. Moniuszki has reinforced for us that successful conversion requires early integration of investment, design, technical, operational and customer perspectives. It is not enough to prove that apartments can physically fit into a building. The final product must work as housing: layouts, natural light, acoustics, installations, common areas, operating costs and the resident journey all need to be considered together. The key is that adaptive reuse should not be treated as a compromise. With the right concept and execution, it can create a distinctive, high-quality PRS product in a central location while extending the useful life of an existing asset. A key part of the Moniuszki concept is its commercial component. We are seeking partners whose brands and offers can fully leverage the building's trophy character and exceptional central location. The right operators will not merely occupy commercial premises but they will help create a destination, enrich the experience for residents and visitors, and strengthen Moniuszki's identity as a distinctive place in the heart of Warsaw.

Data is increasingly shaping decision-making across real estate. How does LivUp use data to optimise operations, improve customer satisfaction, and make better investment and asset management decisions?

Data is increasingly important because PRS combines real estate investment with a service business. Traditional asset-level indicators such as occupancy, rent levels, operating costs and NOI remain essential, but they do not provide a complete picture. We also need to understand lead conversion, time to lease, reasons for rejection, length of stay, renewal behaviour, maintenance response times and resident satisfaction. At LivUp, we closely monitor this information and are progressively consolidating it to improve decision-making at several levels. In leasing, it helps us evaluate demand by apartment type, understand pricing sensitivity and identify where the customer journey is losing potential tenants. In operations, it supports the monitoring of recurring maintenance issues, service quality and team workload. In asset management, it informs decisions regarding refurbishment, apartment standards, amenity investments and the positioning of each building. The most valuable use of data is not reporting what happened, but understanding why it happened and what action should follow. We are working towards more integrated systems and clearer performance indicators so that commercial, operational and customer information can be considered together. At the same time, data must be interpreted with experience. A dashboard can identify a pattern, but management still needs to understand the local market, the building and the resident behind the number.

Flexibility has become one of the defining expectations of younger generations and increasingly mobile professionals. How is the PRS sector responding to these changing lifestyles, and what role does flexibility play in LivUp's business model?

Flexibility is becoming a core housing expectation because careers, family situations and locations change more frequently than in the past. Younger generations want a high-quality home without the financial commitment, transaction costs and reduced mobility associated with ownership. This applies not only to younger people, but also to international employees, professionals on assignments, couples whose needs may change and families that value the ability to relocate more easily. The PRS sector can respond by offering transparent agreements, professionally managed apartments, a range of unit sizes and a more convenient process than the fragmented private rental market. Flexibility, however, should not mean uncertainty. Residents also need stability, predictable service and confidence that the operator will act professionally. The strongest PRS proposition combines the ability to adapt with the security of institutional ownership and management. At LivUp, flexibility is reflected in the diversity of our product, our tenant-focused approach and our efforts to make the entire rental process straightforward. We aim to accommodate different life stages and needs, from compact studios for students and young professionals to larger family apartments, while building long-term relationships with our residents. We have also recently introduced a flexible contract with defined exit points, allowing residents to plan the length of their stay more easily and adapt it to their changing needs.

Innovation is often associated with technology, but building communities is equally important in residential real estate. How does LivUp create a sense of belonging for its residents, and why is this becoming a competitive advantage?

A residential building becomes a community when residents feel recognised, informed and comfortable in their surroundings. This cannot be created solely through a common room or an events calendar. It begins with everyday management: welcoming communication, responsive and dedicated Community Managers, well-maintained common areas, and a sense that the operator listens and follows through. At LivUp, we use resident communication, building initiatives and events to create opportunities for people to meet and engage, but we also recognise that different residents want different levels of participation. Community should be offered, not imposed. The role of the operator is to create the conditions for connection while respecting privacy and individual lifestyles. This is becoming a competitive advantage because the apartment itself can often be compared relatively easily by size, price and finish. The quality of the living experience is more difficult to replicate. A resident who trusts the management team, feels connected to the building and sees that feedback leads to action is more likely to renew, recommend the property and treat it as a home rather than a temporary address. Community therefore supports both resident satisfaction and long-term asset performance.

Looking ahead five years, what do you think tenants will expect from professionally managed rental housing that they don't necessarily expect today, and how is LivUp preparing for that future?

Over the next five years, tenants will expect professionally managed rental housing to be more personalised, more digital and more accountable. They will expect a seamless journey across online and offline channels, faster resolution of issues, transparent information and services adapted to their preferences. Features that are currently viewed as differentiators - digital contracting, real-time communication, smart access, tailored offers or proactive maintenance - will increasingly become part of the basic standard. They will also expect greater environmental and cost transparency. Residents will want to understand the practical sustainability of the building, not only its certifications. At the same time, the physical home will remain fundamental. Good layouts, acoustics, storage, reliable installations and comfortable common areas cannot be replaced by an app. LivUp is preparing by continuously improving the quality of our product. The winning model will combine efficient systems with people who understand residents, take responsibility and consistently deliver a high standard. Our goal is to build a platform that can grow while remaining flexible, service-oriented and close to the customer.