By 2011, we owned and managed 5,000 apartment homes and meaningfully accelerated our plans to build a company that could deliver unique value to both our residents and partners. Or as you get bigger and bigger do you have the ability to sort of centrally manage everything and be able to have one or two assets in a given market and just be happy that you're in, Ill just pick a market, Charlotte, North Carolina with one or two assets, even though you might not be a top five owner in Charlotte? Hiring. Copyright 2017-2020 Walker & Dunlop, Inc. A focus on stripping out costs to be vertically integrated to allow you to scale from 5,000 units up to today over 65,000 units. Learn about their Real Estate market share, competitors, and Cortland's email format. And then, all of those calls come into a central location. So, Steven first of all welcome and thank you for joining me. What was the impact, going to be from the meltdown of a single-family mortgage crisis? While the recruitment process is rigorous, it yields a workforce well suited to particular jobs. So, we just said okay, well we've done a lot of other things ourselves, we'll figure this one out too. Find Related Places. And so, we felt that if we were really going to meet the clientele where we thought they were going what we really had to do was insource all these parts of our business to really control all those touch points. That team, by the way, is now about 40 people and we're still always struggling to stay current to keep up. Willy Walker: So, given the competitiveness for LP Investments and capital out there, in those early days when you were going and buying properties, you were obviously in a very competitive market, you're paying market prices for assets, you're investing in not only the asset but also all the infrastructure at Cortland. We all met in the same bar after work to figure out what we did wrong that day. To everyone who listened in today, I hope you enjoyed our discussion and I look forward to seeing everyone back next Wednesday on another version of the Walker Webcast. Over the last three years we've closed on 4% of the assets we've underwritten but, at the end of the day, if we take the learnings we're having through in our existing portfolio in each of these markets and the learnings we get from the 96% of the assets that we lose on, but we underwrote and got all the data from, and then maintain all of that in a dynamic database. Cortland turned to insourcing, too, to control all touchpoints with customers. And then on the broader question any thoughts about taking the model and expanding it out? Cortland's team is comprised of people committed to challenging the standards of conventional apartment living. Upscale features like granite countertops and stainless steel appliances will make you proud to call any of our one, two, and three-bedroom apartments home . See All 79 interviews. View jobs Senior Lifestyle Corporation Careers and Employment Work happiness Scores based on about 385 responses to Indeed's survey on work happiness About work happiness 55 Work Happiness Score A lot of it also isn't just about intellect, there's a lot of great people who maybe want something different out of their career than a different set of people. The training that you've given them is sort of applicable across the Cortland platform. This office is the major Cortland Dallas, TX area location. During the economic downturn in 2008, we decided to shift our focus from developing communities to acquiring and renovating existing multifamily communities all with a vision to challenge the conventions of the traditional multifamily industry through better living spaces and experiences. Willy Walker: As you think back over the last decade, take yourself back to 2010, the amount of scale that you've created, which is the along with scale success, the decisions you get to make today are very different decisions you made a decade ago. Since then, weve become a global, integrated multifamily investment, development, and management firm focused on delivering resident-centric, hospitality-driven apartment living experiences. There's huge value in that and this is just one example where that scale just creates a ton of value. We had to insource, a lot of those functions so you could turn the process around from each project being bespoke and turn it into more of an assembly line where different teams are attacking each project at different points along the process and timeline to execute that project. 42:08 - Willy and Steven talk about the market now and Cortlands strategy. The Residence Life and Housing Office at SUNY Cortland is committed to providing safe, civil, and vibrant living communities in support of our academic mission. It also made that team work together. 270 S Watters Rd. Steven DeFrancis: Luckily, Im not solely depending on my fantastic leadership. We spent about six months with four market study groups just studying different parts of the business. So, Ive learned along the way, stick to what you know, or at least, what you think you know. Cortland is the largest owner operator in Atlanta and Dallas as well as all of the State of Texas. In the beginning we didn't brand at all, and then as we got more consistency, we moved to what we call an endorser brand where it was whatever the name of the property is by Cortland and then, once we had a lot of consistency amongst the assets, we moved to a true branding structure where every property is branded with our name. Steven DeFrancis: We felt the brand was very important. Right now, as the pandemic has been waning, it is a very competitive market. So, we decided let's do this research and figure out where the markets going and that our significantly downsize point at that time, how might Cortland participate in whatever this recovery might look like? Cortland has processes in place to provide a high level of standardization across its business; this allows, for instance, residents to count on a certain standard of fit and finish across properties, and property managers to easily transfer between locations. Don't get too excited about AUM, it's more important that we're delivering that service every day, and obviously I know it takes both but Im trying to get at a little bit of what's the focus? I personally would not live there. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. The first part of your question is what did we see in the broader market that gave rise to an opportunity? So first of all, was product design quality, second was product quality, how long that product will last, third, was the ability to now control schedules. Part of all of the insourcing was to be able to create a team that could work together to create the product, whether it's developed or renovated, etc. Before I introduce Steven and dive into our discussion, I want to thank Mike Altman, David Dixon, Brad Brown, Ned Stiker and the other members of the Cortland team for all they have done to make Cortland the amazing company and partner it is. Since its founding in 2005 Cortland has expanded into a global, vertically integrated, multifamily real estate investment, development, and asset management company. About Us. Historically who had looked at their investor as a client, and a lot of folks still look at it that way. The result of under development of multifamily in the Sunbelt markets in the early part of the 2000s because of the heavy focus at the time on homeownership followed by a pretty long and protracted downturn where nothing was being developed in those markets. Steven DeFrancis: Well, obviously there is an enormous amount of capital looking to get into multifamily which is driving down the CAP rate environment. Cortland Legacy | Dallas Area Corporate Housing Cortland Legacy 1 or 2 Bedroom Apartments 603 - 1689 SQ FT (approx.) They are then sent to a warehouse where the products are broken down and rearranged by project and unit. You have pretty major stuff going on where systemization is key to execution, and if you mess up any of those things it just goes sideways. Answer Question. It's fixing it fast is better than not fixing it at all, but if it never broke that's, the best thing. Our Company Our Company Our Story . That part didn't take a lot to bite off on that it was largely just math. And the reality is, if you look at almost every survey about why people move in multifamily, almost every time there's a survey that looks at that the top reason is because of a bad service experience. In this episode of Driven by Insight, Willy . Competitors. This was not the same type of profile we are working on today and, as you can imagine if you were an interior design professional getting the Cortland project to renovate a property that they had just paid $10,000 a unit to buy and we're going to spend $15,000 a year it wasn't the high glamour project. Nearby Apartments. - 8/28/2019 Hey Hannah! Over time, Cortland transitioned to having direct relationships with manufacturers in China; these relationships help Cortland to navigate any supply chain issues that may arise, including those that have arisen from the COVID-19 pandemic. Pros. Steven DeFrancis: Well, we had a lot of learnings along the way. They execute Cortlands value-add and new build construction, in addition to offering their expertise beyond Cortland. As opposed to what often happens is you take a really good real estate company that tends to become a really good capital firm because that's where the attention goes. Ms. Sarah DeFrancis, Manager of Communications. And so, we feel that our model is getting progressively, creating this alpha through operations and the systemization of the product creation we think is driving ever enhanced outperformance the lower CAP rates go. Next, Willy and Steven dive into more detail concerning Cortlands consistency of assets. Having greater visibility into that whole supply chain because it was our business instead of a third parties, really helped us stay ahead of the materials issues and the supply chain issues that are happening. Founded in 2005 and headquartered in Atlanta, Georgia, Cortland Partners is a global, multifamily real estate investment firm. Fill out the form or view our office locations and phone numbers to get in contact with us today. Five years ago, I knew every single person who worked here and could walk up and have a conversation and whatnot and knew them. The more our brand grows in a given market, so the more locations that we have in a given market, we can see incrementally how it drives search and drives traffic to all of the other markets, all the other assets as well. My controlling now the design of the materials, were talking everything inside the drywall in a unit. Located close to I-4 and within walking distance from popular restaurants and shops, our community offers the best of Altamonte Springs at your doorstep. That allows us to underwrite a huge volume of potential opportunities, it's really inefficient. 2023, International Association of Better Business Bureaus, Inc., separately incorporated Better Business Bureau organizations in the US, Canada and Mexico and BBB Institute for Marketplace Trust, Inc. All rights reserved. And so, we felt that if that did manifest and we did find ourselves in a market that was going to be tilting towards a clientele that had more disposable income, higher education, was older on average, that would lead to a market really where the previous environment of really commoditized multifamily housing would likely transition to much more of a consumer product and really today a consumer service. So, it was a combination of having product on hand, rushing product into manufacturer soon as the plants reopened in Asia. Office Closed After-Hours Maintenance Emergencies: Available 365 days of the year at (708) 452-4242, Option 3 . 1-3 Br $1,434-$2,504 0.2 mi. Not everybody can afford to move into a brand-new high-rise apartment. Business Profile Highmark Residential (Corporate Office) Apartments Headquarters Multi Location Business Find locations Contact Information 5429 Lyndon B Johnson Fwy STE 800 Dallas, TX. Anyway, two things came out of that; one was just the sheer volume of under supply that we were going to be met with when the economy recovered or began to recover. Check out . Cortland Mallard Creek 500 Solano Dr Charlotte, NC 28262 1-3 Beds 1-2 Baths 740-1,454 sqft $1,455 - $2,118/mo Local Information Map Schools Shop & Eat Google -- mins to Commute Destination Description (704) 327-6476 Come Home to Cortland Mallard Creek So, talk about a kick to the pride; I couldn't even pay them to represent us. That to me, Steven, is sort of where the genius happened, and I just want to understand during that period of time what was it that you were seeing, what was the conviction that you had to invest in those two different areas? Then you have a much lower failure rate and then a better system of maintaining that product so you know when you have something that's been repaired three times for the same problem you're probably going to have an issue. We are one of the largest multifamily firms in the US, the Top Brand Performer for online reputation among property management companies. University of Georgias Terry College of Business, Atlanta Neighborhood Development Partnership, National Multifamily Housing Council top 50 owner and manager, 7501 Wisconsin Avenue, Suite 1200E, Bethesda, Maryland 20814. We did it because that was the capital that was available. And like a lot of things that worked great until it didn't. We had great success, but we think that was more a function of market timing and luck than it was that business model made sense for us. That's extremely inefficient, building buildings, renovating buildings, especially renovating buildings that are full of customers, it's fraught with peril. Any thoughts about taking the model that you've so incredibly built and applying it too other asset classes inside of multi or other commercial real estate asset classes? They thought it was nuts to spend that much money on a renovation of an existing project. But that because of the nature of multifamily someone doesn't arrive somewhere and say Ive got to go find a Cortland asset to live in when they move from Atlanta to Dallas, and I think you've actually proved that wrong. Website Take me there. As a matter of policy, BBB does not endorse any product, service or business. Company Description:? But I want to go back to 2010 when you owned, I think 1,200 units and had a whopping eight people inside of Cortland or just the next year when you'd actually grown dramatically from 1,200 units to 5,000 units. I have strong belief that if we continue to perform for the capital, they're going to find us. But to your point about how we're going to grow, Im a big believer in taking a step back. So, the trick for us was how do you create this really high-quality product and finish at a price that's affordable. Cortland South Mountain 7017 S Priest Dr, Tempe, AZ 85283 Visit Cortland South Mountain website ( 1) Special offer! Tenant cannot sleep do to quiet enjoyment disruptions from next door tenant at 2-3-4AM fighting. So, instead of calling in the more traditional model where if you're looking for an apartment in Denver and you call one of our locations in Denver, if they can't help you, which is fairly likely, because all the properties sit at 95% occupied. Willy Walker: And anything on the downside, as it relates to anything from the small company touch and feel that you miss or anything that sort of says man, I wish I could go back to doing that, but my job today just didn't, allow me to do it? But we felt that there was an enormous opportunity that we could capitalize on if we really pivoted the whole business to focus on our customer as the true client. You still had the vast majority of households growth taking place in the suburbs, where folks where not making the same type of wages, as the folks who were moving into these new in-town developments. Learn more about Willy Walker and connect with him on Twitterand LinkedIn. We're here to help our residents, clients, and communities across the globe. One of the things we knew early on, if we were going to be best in class at creating a living experience and customer delight, what we had to do first was make this a best place to work. So that's really where we have put most of our resource allocation building into the platform and want to continue to be out to be able to outperform. Because it gives us less volatility on the outcome of the return. Steven explains Cortlands decision to invest in research into where the market was going as the recession continued, and about the companys pivot in terms of clientele and customer focus. We knew the first thing we needed to do was go build a team of really top-notch players that were passionate about working here, passionate about what we were doing here, felt like they were invested in and really enjoyed working together as a team every day. Cortland is a National Multifamily Housing Council top 50 owner and manager and is ranked as the top us brand by reputation.com. We are Bainbridge We manage, develop, and invest in apartment communities that are complete experiences, where people are free to pursue better lives. I find it to be very interesting because a lot of people who get in the acquisition rehab space, who raise money from third parties, they focus on their returns to their investors, and then there is also their own returns and they end up putting a lot of money into their own back pocket in those early days rather than reinvesting in the company. Talk us through those major moves there or investments that you had to make that were somewhat out on a limb vis-a-vis, the competition at that time. BBB Business Profiles generally cover a three-year reporting period. As a top 50 apartment owner and operator, Cortland has a brand and reputation of success and customer service. Steven DeFrancis: Sure, well first thank you for having me, glad to be here. It allows us to invest in more unique human capital as this business gets more and more experiential. Our Offices +1 (888) 525-8488 cortland@cortlandcompany.com USA Anacortes, WA 1012 Second Street Anacortes WA 98221 +1 (360) 293-8488 USA Houston, TX 10633 West Airport Blvd Ste 300 Stafford TX 77477 +1 (832) 833-8000 EU The Netherlands Galvanistraat 115 6716 AE Ede The Netherlands +31 682 101 602 Cortland is headquartered in Atlanta, GA and has 7 office locations located throughout the US. BBB Business Profiles may not be reproduced for sales or promotional purposes. Because it just takes so many people to do it well. So, Cortland decided to provide consistently high-quality living spaces at affordable costs. How BBB Processes Complaints and Reviews. Email Formats. That team actually started whenNed joined us a number of years ago, but then as we really wanted to grow in the fund business, we talked to a number of groups, number of placement agents and really how we ended up building an internal team is all the placement agents we talked to were in complete agreement that there was no need for another multifamily manager. 4:42 - What led Cortland to shift? In a couple, obviously the ones that you're just entering, you are not a top five owner. And as I look at Cortland now a decade after you really started hitting this growth trajectory, for all of the incredible brand youve built, customer experience you've built, vertically integrated sourcing youve built, and the actual App rehab process, you've also created a capital formation machine that is, there are parallels to it like a Blackstone. Steven DeFrancis: I will never say Id rather leave here to go there, but I do miss the closeness. Hours. Find contact information for Cortland. I can thank Bruce Cohen for the time he spent advising us, putting that team together. A good example, we decided about five years or so ago we decided to let everybody know who worked on site, every community manager and service manager, that there is no amount of money that they are not licensed to spend to make a customer happy. It doesn't have to be brand new. Back when we got started really doing this heavy value add, no investor wanted to do it. Instead of saying Okay, I also have these other 30 locations in this market, let's talk about how we can find the right spot for you, if it's not right here. Cortland County is a great place to live. Willy Walker: So, your brand, your customer experience, and your cost of renovation, are all competitive advantages that allow Cortland to pay higher for an asset, lower your cost of rehab and then be able to make up for it in the rents, you can charge, because the combination of lower cost on the rehab and then also the brand on the rents allows you to have a unique competitive positioning as it relates to acquisitions. I can only imagine, Steven, that during the pandemic as hotels and office buildings were sort of sitting on the sidelines and weren't trading because nobody really wanted them, there were opportunities for you to step in and use your act rehab capabilities to convert a hotel, for instance, into a multifamily property. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. Resident Questions Browse jobs and read about the Cortland Dallas location with content posted anonymously by Cortland employees in Dallas, TX. We learned five or six years ago, we sort of realized that we weren't seeing the same passion, if you will, in our maintenance and facilities teams as we were seeing on the other, the leasing and operations side of the house. But the amount of value you created with your team by entrusting them with an unlimited checkbook to make people happy, you can't even put a value on that and that continues to this day. Loading. Steven DeFrancis: We do have a great capital team, Ned, you mentioned Chris Lennon. On the latest Walker Webcast, CEO Steven DeFrancis joined us to discuss his strategic approach to systemization, his focus on building a stellar team, and his approach to growth. Tenant tried to remedy with on-site management **************************************** and off-site supervisor *************************************** The tenant currently has a 6 month lease (with 4 months remaining) and was offered a free transfer to relocate to another unit, however management now says it's contingent on a 13 month lease and a market increase on rent, to solve a ongoing noise complaint, which is pure greed and no regard for the tenants health and safety. The other piece is just in SEO and online through branding as I mentioned earlier. Cortland, New York Office. So those two things kind of had to come together to create that better client experience. Allen, TX 75013-5259. Get a D&B Hoovers Free Trial. We have a very empowering culture; we give folks a lot of empowerment to be fairly independent in their work. What's your view on the overall market right now as it relates to sort of supply and demand and where pricing is and the ability to continue to get the returns that Cortland has been so successful at producing? Through our integrated business model, our enterprising team, and our commitment to placing the resident at the center of our decisions, were aiming to set a new experience standard for the apartment industry one community at a time. We also structured, I know you're aware with our GP funds, we gave some very rich returns to our GP investors and we knew we had to be best to our customers and create an experience and then a brand that would allow us to have a premium pricing structure and create better returns. And then, in the middle of September Im going to do my first live Walker Webcast interviewing with Eric Resnick CEO of KSL Partners to discuss the hospitality and leisure industries as KSL owns lots of hotels, resorts, and ski areas. ) 452-4242, Option 3 spaces at affordable costs about 40 people and we still! Or view our office locations and phone numbers to get in contact with us today a! Controlling now the design of the year at ( 708 ) 452-4242 Option..., please let the business ) 452-4242, Option 3 s email format leadership. Business Profiles generally cover a three-year reporting period felt the brand was very.! Is the largest owner operator in Atlanta and Dallas as well as all of those calls come a. Along the way of learnings along the way, stick to what you,... Then on the outcome of the largest multifamily firms in the broader market that gave rise to an?! As the plants reopened in Asia multifamily firms in the us, putting that team together in with... 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About 40 people and we 're going to grow, Im not solely depending on my fantastic leadership,. And operator, Cortland has a brand and reputation of success and customer.! Of having product on hand, rushing product into manufacturer soon as the top brand Performer online! This episode of Driven by Insight, Willy rather leave here to there! In 2005 and headquartered in Atlanta, Georgia, Cortland decided to provide high-quality! Trick for us was how do you create this really high-quality product and finish at a price that affordable! Lot of cortland apartments corporate office still look at it that way us less volatility on the of. The market now and Cortlands strategy but I do miss the closeness top us brand by.! Bbb business Profiles may not be reproduced for sales or promotional purposes rushing into... After work to figure out what we did wrong that day posted anonymously by Cortland employees in Dallas, area... 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