This industry has more than its fair share of siloed verticals. Nowhere is this more evident than with its professional body faced with the impossible task of succinctly summarising the careers landscape it represents or in the milieu of peer to peer engagement at MIPIM each year. However, it’s at the horizontals where the true extent of our industry’s fragmentation is most felt and least understood.
The horizontals are where flow occurs. For example, the flow of space provision from owner (developer or investor) to occupier. In this value chain, there are many parties connecting demand with supply, supporting the transaction, shaping the experience, bringing the place to life, delivering on the Owner’s responsibilities. In this flow, the Owner is the cohesive force linking the parties.
The Owner’s role is evident at other, well-known, points in this system. For example, periodically responding to market, lifecycle or lease events, creating value for the various participants of this horizontal. The Owner’s guiding hand is apparent for all to see.
Once out of the sales environment, a new flow picks up between the Managing Agent or in-house Manager, the operational team on site and the occupier and their representatives. The Owner steps back, and the Manager assumes the dominant role on service shaping and provision, feedback. Increasingly, the Manager activates and curates place experience for the occupiers’ employees and communities surrounding the buildings. There aren’t many industries confident in their ability to separate after-sales and place their brand experience in another’s hands.
Whilst this flow has a smaller feedback loop, it is a complex one. Particularly in a multi-let environment where the Manager must find common ground amongst different organisational cultures, lifestyle brands and workplace strategies. With changing occupation trends, decarbonisation and a built environment lifecycle that is accelerating as a consequence of shorter lease lengths, engagement between all participants in the horizontal has never mattered more.
Historically, for those wishing to stay close to their customer, this has been a binary model of out-source versus in-house management. Irrespective, the Manager’s MO for engagement has been a clunky instrument of formal occupier meetings, help desks, periodic occupier surveys, with relationships based on service delivery dialogue between facilities operatives or credit control teams. Where scale and brand can justify, customer relationship management teams and systems have been deployed.
Unsurprisingly, radical engagement couldn’t be more radically different. For those working in complex systems like real estate, it is described as “the day-in, day-out practice of intentionally and consciously colliding, connecting, communicating, confronting, competing, and collaborating with people from different parts and levels of the system, at the cracks, working together” (Kahane, A., 2025). Crucially it meets fragmentation head on and is the essential difference between commercially motivated, sales-driven engagement and the type of engagement for complex problem-solving that will help this industry navigate accelerating change, keep closer to its customers and find solutions to shared challenges.
In this series, we are going to talk about practical collaboration between the verticals (or different disciplines), and across the horizontals to speed up flows. We will show how radical engagement is anything but a tick box exercise by being highly situational, experimental and tailored. How when done well, it operates at different altitudes and actively finds the cracks rather than papers over them. How instead of being an adjunct to operations, it sits at the core of ownership, asset management and risk mitigation. Welcome to radical engagement. Welcome to Aletheia.
Name: Aletheia Real Estate Ltd
Address: 71-75 Shelton Street, London, WC2H 9JQ
E-mail: info@youraletheia.com
We currently collect and process the following information:
• Personal identifiers, contacts and characteristics (for example, name and contact details)
Most of the personal information we process is provided to us directly by you for one of the following reasons:
• Request for further information
• Request for meeting
• Entering competition
We use the information that you have given us in order to provide you with a good service and get back in touch with you.
We may share this information within our team only.
Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:
(a) Your consent. You are able to remove your consent at any time. You can do this by contacting info@youraletheia.com
(b) We have a contractual obligation.
(c) We have a legal obligation.
(d) We have a vital interest.
(e) We need it to perform a public task.
(f) We have a legitimate interest.
Your information is securely stored.
We keep email addresses for as long as we are communicating with you. We will then dispose your information by deleting your email address from any database it is stored within.
Under data protection law, you have rights including:
Your right of access – You have the right to ask us for copies of your personal information.
Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
Your right to object to processing – You have the the right to object to the processing of your personal information in certain circumstances.
Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
Please contact us at info@youraletheia.com if you wish to make a request.
If you have any concerns about our use of your personal information, you can make a complaint to us at info@youraletheia.com.
You can also complain to the ICO if you are unhappy with how we have used your data.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk
Contact us today to discover how engagement can improve your place’s unique relevance and competitive place advantage by emailing us on info@youraletheia.com
The information contained in this website is for general information purposes only. The information is provided by Aletheia Real Estate Ltd and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.
In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
Through this website you are able to link to other websites which are not under the control of Aletheia Real Estate Ltd. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.
Every effort is made to keep the website up and running smoothly. However, Aletheia Real Estate Ltd takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
Name: Aletheia Real Estate Ltd
Address: 71-75 Shelton Street, London, WC2H 9JQ
E-mail: info@youraletheia.com
We currently collect and process the following information:
• Personal identifiers, contacts and characteristics (for example, name and contact details)
Most of the personal information we process is provided to us directly by you for one of the following reasons:
• Request for further information
• Request for meeting
• Entering competition
We use the information that you have given us in order to provide you with a good service and get back in touch with you.
We may share this information within our team only.
Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:
(a) Your consent. You are able to remove your consent at any time. You can do this by contacting info@youraletheia.com
(b) We have a contractual obligation.
(c) We have a legal obligation.
(d) We have a vital interest.
(e) We need it to perform a public task.
(f) We have a legitimate interest.
Your information is securely stored.
We keep email addresses for as long as we are communicating with you. We will then dispose your information by deleting your email address from any database it is stored within.
Under data protection law, you have rights including:
Your right of access – You have the right to ask us for copies of your personal information.
Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
Your right to object to processing – You have the the right to object to the processing of your personal information in certain circumstances.
Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
Please contact us at info@youraletheia.com if you wish to make a request.
If you have any concerns about our use of your personal information, you can make a complaint to us at info@youraletheia.com.
You can also complain to the ICO if you are unhappy with how we have used your data.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk
Contact us today to discover how engagement can improve your place’s unique relevance and competitive place advantage by emailing us on info@youraletheia.com
The information contained in this website is for general information purposes only. The information is provided by Aletheia Real Estate Ltd and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.
In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
Through this website you are able to link to other websites which are not under the control of Aletheia Real Estate Ltd. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.
Every effort is made to keep the website up and running smoothly. However, Aletheia Real Estate Ltd takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
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At Aletheia, we believe the language we use to describe our roles in the built environment has a powerful influence on how we act, how we relate, and how we invest in the future of place. That’s why we choose to refer to those we work with not just by their job titles or commercial functions, but by the deeper roles they play in shaping, maintaining, and activating the value of property and place.
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For so long, real estate was a relatively simple, investable asset class that thrived best in conditions of certainty and stability. Today, the asset class, and the industry that serves it is facing transformation, the speed and scale of which it has never experienced.
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Radical Engagement
May 19, 2025
This industry has more than its fair share of siloed verticals. Nowhere is this more evident than with its professional body faced with the impossible task of succinctly summarising the careers landscape it represents or in the milieu of peer to peer engagement at MIPIM each year.
Read more
Redefining Our Approach
May 13, 2025
Prior to founding aletheia I had worked in the real estate industry for almost 20 years, both Client side and agency roles. In 2018, I honestly thought Proptech was going to save us and provide the connected approach we as an industry need. I was wrong.
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