Jemma Adens on Winning hereSAY’s Team Member of the Year

Jemma Adens, Leasing Consultant at Granary Quay in Glasgow, has been recognised as the Best Build-to-Rent Team Member: Lead to Lease Journey at the 2025 hereSAY Awards. We spoke to Jemma about what this award means to her, her approach to leasing, and the importance of resident experience in today’s market.

What does winning this hereSAY Award mean to you?

"It’s a fantastic feeling, and I am very grateful to have won the hereSAY Award. I am very proud of how far I have come in my role."

Can you tell us a bit about your role?

"I am the Leasing Consultant at Granary Quay in Glasgow. We opened in May 2024, and my role is primarily to lease the building, focus on retention, and work with a great team to give the best resident experience."

What do you think sets your leasing approach apart from others in the industry?

"Each viewing is different, and each approach must be adapted to suit each person viewing. I think the best approach is being yourself and I think this really builds great resident relationships for the future. Having a great knowledge of the area is a huge advantage at viewings for people who may not know Glasgow."

Are there any small but impactful things you do to make the leasing experience stand out?

"Get to know people—taking time to have a conversation at the start of a viewing before diving in. This can tell you so much about what a person needs and values from their home."

What are the biggest challenges in your role, and how do you overcome them?

"Managing expectations is a huge challenge—from budgets and availability to comparisons with other rental properties. I manage this by being completely transparent and explaining what we do as a whole, along with the benefits of Build-to-Rent living."

How important is resident experience in today’s Build-to-Rent market?

"It is the most important thing in today’s market. Without an exceptional resident experience, you cannot retain people and with a no minimum lease term in Scotland this can prove challenging. Not everyone is going to be happy 100% of the time, but being present and seen from that initial viewing throughout their time as a resident builds rapport and reiterates that we genuinely care about our residents and that gives us the opportunity to resolve any issues in a positive way."

What role does data and insights play in improving leasing performance?

"It lets us see what people want from a viewing and gives us the guidance to see where we can improve. It’s a great exercise to help all team members who may not do leasing to learn that aspect of the role. At Granary Quay, I have been able to put together a leasing guide to support the whole team with the help of the mystery shop reports—preparing everyone for the leasing experience should they need to do it."

What advice would you give to others looking to excel in a leasing or customer-facing role?

"Know and believe in what you are showing—if you truly see the benefits of what you are presenting, it will reflect in the viewing."

Jemma’s success highlights how a personal, knowledgeable, and resident-first approach makes all the difference in Build-to-Rent. Real data. Real improvement.

If you would like to know more information about the hereSAY awards or download our benchmark report, click below.