Property Management Industry Growth Trends

Chapter 1: Introduction

1.0 Background Information

The dynamics within the property management industry seem to have showcased different trends overtime. According to Muyingo (2016), the reforms in property management surfaced since the 1990s across the European countries. Some of studies conducted across the European countries, more so in Sweden, seem to have surfaced the inefficiencies as a result of decision making role being left to the non-professionals. With the signs of increased degree of owners who show a tendency of ignoring the maintenance needs from the year 1965-1975, the property market almost encountered an offset before extensive refurbishment could be engaged through the tenant-owner cooperatives (TOC). With Europe’s increased attention towards property management, the industry is regarded as one of the biggest when measured in terms of the financial and size valuation. Apart from such occasions like financial crises as noted in the 2008 global crisis, the industrial growth has essentially been steady with an annual growth rate of around 8.50% (Dobson, 2019; PwC, 2019). Both the private and commercial property market has realized a positive change due to the increased demand for the office spaces by the corporates thereby influencing the leasing demands. Based on the report released by JLL Global Office Index, the rent on the prime office was seen to have increased by over 2.7% in the 95 major markets within the quarter of 2016. Subsequent 4% growth expectation was anticipated to spill over between the year 2017 and 2020 despite the market instability noted across the world (Warren, 2016). A number of factors are said to have influenced the annual demand of both the office as well as living spaces across the major cities and countries. First, the global economic stability has been thought as the key contributor in streamlining the property management industry (Dobson, 2019; Collinson, 2017). Based on the arguments raised by Warren (2016), the evident growth indicates subsequent increased responsibilities, which would ultimately challenge the encounters faced by the sales as well as leasing agencies said to be mapped by the property management framework. Notably, the property management industry encompasses controlling, operating as well as over-sighting the real estate, physical capitals, personal property, equipment as well as tools engaged by individuals for managing the tenants, rent, maintenance, financial management, repairs and keeping records at the same time. Besides, property managers would constantly engage with tenants and the relevant stakeholders like the employees, regulatory agencies as well as the property owners (Ling and Archer, 2013; Ball et al. 2013). Furthermore, Barwick and Pathak (2015) noted that most of the companies within the industry foster duties and responsibilities done on behalf of owners who constitute the contractors among others. Notable duties and responsibilities include, but not limited to handling taxes and utilities, collection of rents and budgeting, mortgage payments as well as accounting for the finances. Based on the study conducted by Hoesli and Macgregor (2014), most of the property managers have to account and respond to the property owner, regulatory bodies, tenants, contractors, and suppliers. Such spirit of accountability would largely influence the proper implementation of the habitable shelters, leasing teams and institution of comfort for the tenants while operating within the acceptable legal frameworks.

Conventionally, property management calls for security which ranges from personal to social wellbeing of the relevant stakeholders. Such concerns emerged in the wake of 21st century with priorities being floated by social organizations and governments. However, in the era of big data in which personal and organizational details that constitute occupation, lifestyle, organizational secrets and financial status, the clients’ information are consistently held in such electronic devices like servers, mobile devices, computers and even cloud computing (Inukollu et al. 2014, Patil and Sechadri, 2014). Notable technological advancement commonly comes with significant means of executing task as well as enhancement of performance accompanied by tremendous security concerns. Based on the organizational perspective, data theft, and security threats would largely compromise the operations by losing intelligence and secrets, intellectual property, loss of customer trust and would also cause damage of the brand reputation and equity. Even individuals are never left out of the technological crimes given the vulnerability of the personal or private information, which can easily be attacked by criminals. As noted by Sharma and Navdeti (2014), most of the unauthorized people can gain access to the data storage system attached to the organization thereby getting away with private information or data. On the global basis, cyber security threats have prompted key privacy and security concerns at both clients and organizational levels. Across the European zone, policies are said to be formulated with an aim of holding the data holders accountable for protection of private or personal information. This should be witnessed in collection, structuring, organization, storage, erasing, transferring, as well as consulting personal data (Kerber, 2016; Victor, 2013). Stakeholders, especially organizations and individuals, across the property management industry who have access to personal information are thought to have attracted the attention of the leasing agents. This comes after the dominant use of technology in protecting data in structural systems. Most of the recent studies indicate that the letting agents must have shifted from using the emails and phone calls to engaging the prospective clients and tenants via text messaging because of its convenience. According to Wakefield (2018) and Ofcom (2016), over 92% of the United Kingdom’s population have a regular access to mobile phones.

1.1. Research aim

Therefore, this study focuses on investigating ways in which letting agents have worked towards ensuring securing and privacy concerns are address in communicating with tenants and other stakeholders through mobile communication, which includes such platforms like SMS, emails, Whatsapp, and hangouts among others.

1.2. Research objectives

With focus of addressing the research, problem and aim above, this research will basis its approach on the following objectives

To critically review literature on security management focusing primarily on security policies, data protection, privacy, legal regulation requirements, and working practices observed in property management industry

To explore the security and privacy measures observed by letting agents while communicating with tenants and other stakeholders through mobile communication.

To examine the privacy and data protection measures observed by letting agents within the UK while texting tenants, property owners, and contractors in property management industry

To appraise collected data from both secondary and primary sources establishing security management by letting agents within UK

1.3 Motivating factors

The research was influenced by a number of factors that led to the exploration of the security measures noted and raised by significant clients across the property sector. Notably, the age of technological advancement as well as big data is seen to have come with a number of security concerns linked to misuse as well as mishandling of personal data. Organizations or persons that root their operations on direct or face-to-face engagement with consumers or provide normal access are believed to host key details, which posit serious security challenges especially when key measures are not put in place. Besides, agencies in charge of leasing as well as managing property are thought to have embraced technology at significant rates. Notable technology includes mobile phones as well as cloud computing said to be used in advancing service provision and communication to the tenants. It is worth noting that letting agents can easily communicate with their tenants through text messaging, which is a cost-efficient method. However, both individual privacy and security concerns linked to sharing personal details via text messaging are subject to contemporary discourse. In addition, the consistent engagement with significant stakeholders across the industry, agents, and property management companies are said to be in access of substantial amount of data believed to span from personal information to financial records linked to contractors as well as suppliers (Warren-Myers, 2012). In some of the cities like New York and London, the agents are said to hold the most astronomical personal information, which ranges from family details, addresses, back records, financial status, and educational background to private and health information. Other details would narrow down to beliefs, sexuality and opinions, in which in some of the cases remain hidden or are subjected to optional basis. Besides upholding the trust of the tenants and ensuring the safety of people, the tendency of private information landing in the wrong hands remains high. Such tendencies compromise the security of the people or the ones who already fell victims of the circumstances. The rise in cyber security threats means increased easy access to sensitive information. Despite the challenges, it should be noted that most of the firms are embracing numerous technologies streamlined towards service provision, stakeholder engagement, and daily management of the activities. Poon and Brownlow (2014) argued that property managers have gone ahead integrating the technological elements such as cloud computing and management software in centralizing or customizing operations via sharing information, enhancing stakeholder relationship, collaborating with the rest of the players and setting alerts and reminders. On the other hand, Korngold (2015) noted increased adoption of changes influenced by technological advancement across the industry with the support of the automated systems, as well as processes that would gear towards tenants’ experience. Significant changes noted with technology includes the streamlined management processes followed by financial reporting in which the agents are allowed to share the information with the clients through the emails, Whatsapp and short message services among others, which are part of mobile communication.

According to Eraker et al. (2015), information handled by most of the property managers and agents is always overwhelming. Such conditions have compelled some of the agents to embrace data visualization as well as analytic tools in both managing as well as organizing data thereby aiding accuracy, elimination of redundancies and customization of services at the same time. For instance, agents would easily skim through and scan for details that would reflect the financial status of a person. This helps the property managers to assess the person before leasing the property, or deal with other significant business entities within the significant field. In other cases, the same agents would go ahead and outsource for services from the data analytic firms, which would analyse before sharing with the client. Significant reports indicate the agent-tenant relationship prompts communication via mobile phones, which is more preferable compared to other modes that would delay the feedback (Sanderson 2016). Relevant surveys show that efforts that foster good relationship between housing agents and their clients would equally support regular communication, which can best be done through texting or phone calls (Hickman et al., 2018; Sanderson, 2016).

1.4 Research questions

The above assertions give rise to number of questions. First, in line to the security concerns brought technological integration into the property management is

How do letting agents prioritize on the security measures and elements while communicating with the client via SMS, emails, Whatsapp and hangouts among others?

Secondly, to what extent do the letting agents establish the security measures in handling data and privilege information of the clients?

Given that societies are increasingly inclined to the privacy due to security concerns attached to it, how does letting agency work towards ensuring the clients’ privacy is maintained and prioritised?

1.5 Scope of the research

Essentially, the study focuses on exploring the security as well as privacy measures noted by letting agents while communicating with the tenants through the mobile communication, which constitutes the use SMS, emails, Whatsapp and hangouts. For the purposes of address the research question in the context, the study will narrow down to establishing the attributes and relationship between security and privacy realized across the property management environment. One important approach to be used in this research includes a detailed review as well as analysis of previous studies that provide a good reflection on data protection, security policies, privacy requirements, working practices and legal regulation requirements noted in the field. From this research, the researcher anticipates to gain deeper understanding of the structure elements noted by the letting agents and organizations, with arguments backed by opinions from the research participants. Therefore, it targets weighing the findings in terms of security perceptions, the view of the privacy status of the tenants, the frameworks and structures put in place, as well as the degree to which the letting agents perceive privacy as well as security of the tenants via communication done through the short message service, SMS, emails, Whatsapp and hangouts among others.

Chapter 2: Literature Review

Rough estimates have it that the private rented industry is running billions of dollars in terms of value while maintaining a steady growth over the years. Based on the arguments raised by Dee and Rahman (2015), security management of such a big industry is of great essence behind the letting agency said to coordinate tenants as well as manage the property. In simple terms, Dee and Rahman (2015) implied that the real estate industry is vastly buying as well as selling property in different areas linked to the business. Some of the areas include residential, commercial and vacant lots with the central purpose of earning profit for the company while providing land to the customers. Dee and Rahman (2015) further insisted that there are several factors that may make the industry to run on losses, or fail to attract the required levels of profits. One of such factors includes the security standards in the course of managerial operations. Security, in this context, implies infiltration of the work that may attract leakage of significant information linked to the client. Dee and Rahman (2015) insist on the control mechanisms which would ensure protection of the client information while ensuring the right use of the information security control mechanisms. Most of the information security control mechanisms are regarded as individual controls meant to bar the unauthorized access to the system. Such controls would equally aid protection of overall integrity, confidentiality as well as availability of information. Apart from the precautions considered by the organizations in securing data associated to property management, Patil and Seshadri (2014) made an observation where they noted that most of the organizations are advancing the streak of integrating new and more efficient means of communicating. The latter is quite critical in enhancing the engagement of customers and clients. Substantially, the primary responsibility of pointing out and managing tenants is significantly assigned to the letting agents. This means that they can obtain and at the same time access personal as well as confidential details regarding the financial records, addresses, family details as well as occupation. While most of the studies focus on security details emerging from the side of the letting agents, Patil and Seshadri (2014) insist that mishandling the clients’ information and violation of security details would always show signs of security threats within the frameworks of property management. Dobrian (2015) highlighted that apart from the physical threats posited to clients and agents, vulnerability still plays a critical role in fuelling cybercrimes as a result of unauthorised people mishandling the electronic data. Significant studies indicate that cyber vulnerability would include email compromise, mortgage closing wire scam, Ransomware, generic malware and SMS fraud as well. Due to various attacks, security measures aid in streamlining the services provision with companies adopting information technology felt appropriate in ensuring the safety of information.

Before focusing on cybercrimes, cyberattacks, cyber security measures and the support of mobile communication, it remains relevant to also consider the security policies, data protection, privacy, legal regulation requirements, and working practices observed in property management industry. Perhaps, this unleashes the platform that existed before the oncoming of digital landmark, which has revolutionized the scale of property and security management. Price (2015), in his contribution towards third-party doctrine and Fourth Amendment tried to rethink about privacy. In his study, Price (2015) embraced the property-based approach which prevailed during the strain of search as well as seizure law. Such a background paved way for the sanctity of the home which appeared in the Paxton’s case, Wilkes as well as Entick case in England. Apparently, Price (2015) reaffirms that indeed there were policies, regulations and laws that regulated security management of properties following the growth of the real estate industry. The property-based approach, reinforced by the Supreme Court, was premiered as an avenue for protecting the privacy and the rights attached to property before technology took a significant shape. However, with time, the Fourth Amendment, as decided in the Katz vs. United States case, was coined to protect people instead of places. An additional venture in electronic devices tilted the angle of security management with focus leaning towards people and processes as far as letting agents are put into consideration. While the legislations seem to be out-dated, Anderson (2008) further takes note of the significant changes in property management industry. Real estate companies and other property related forms are said to be stepping up in the use of technology such as social media, mobile and cloud for the purposes of enhancing tenant engagement, as well as operational efficiency. D'Arcy and Taltavull (2009) added that rapid urbanization as well as demographic changes within the emerging markets has increased attention towards property management as far as the real estate industry is put into consideration. The confidence returns to the real estate has attracted significant shifts especially within the PwC Global Real Estate. However, the push for sustainability in the industry is what makes stakeholders go for technology. However, at the centre of embracing technology, especially networked systems, Haynes and Nunnington (2010) assert that industries should even be more worried. Perhaps, it is not just of a matter of picking on cloud computing, or Internet of Things or even data analytics and working on it. It is a matter of convenience and suitability. Haynes and Nunnington (2010) insinuate that as far as mobile communication may sound safer, it might not be convenient to other industries. Bad choices of technology have equally led to repercussions linked to irreversible losses. Baer and Parkinson (2007) indicated that it is time, amid choosing mobile communication, to weigh both cyber as well as data security risks that may have a severe impact on the real estate industry. Based on the latter, more attention should be given to the letting agents and property management staff who constantly get in touch with stakeholders in the industry. According to the study conducted by Mani et al. (2014), risks linked to cyber breaches and data security are growing on daily basis, which is a trend that is touching on many industries around the world. Cyber criminals are becoming more creative each day as they enhance the attacks while targeting organizations believed to be of small sizes. According to Fobert (2013) data breaches are becoming commonplaces with 3241 incidents reported since the year 2005. The attacks are said to compromise 562943732 records believed to carry personal information which is also sensitive. A total of 419 data breaches are believed to have been documented in the year 2011 while 447 incidents ended up being confirmed in the year 2012.

According to Fobert (2013), further indicates that the Ponemon Institute, in the year 2012, worked on a real time study linked to cybercrime in the United States. In the study, 56 companies encountered 102 discernible and successful cyberattacks, which gave an average of 1.8 attacks in every week. Most of the invasions included worms, Trojans and viruses infiltrated into the computer system, which hosts the company’s network and connected devices. Prime reasons to such attacks include social engineering, employee error, phishing and even loss of devices. Fobert (2013) further indicated that real estate companies are still affected by this trend. The most affected parties in the industry include the appraisers, title agents, property managers, brokers or agents, developers and even the multi-service real estate agencies. More damage is incurred when there is evident loss of the credit reports, rental applications, rental agreements and even leases, which carry personal details linked to tenants and even applicants. It is common that companies in the property management industry should carry with them the responsibility of securing documents to avoid any form of theft. Amid the tremendous losses, internet has constantly carried the blame. Most of the letting agents would complain about stolen equipment and system infiltration. Notably, misappropriated tenant or customer details may attract liabilities for the owner, the letting agent or even the landlord. In the year 2010, over 46% of the laptops lost are said to have contained confidential data with around 30% of the systems being encrypted. However, in the year 2012, Fort Myers ran a story regarding the uncovered boxes that had personal information linked to driving licences, credit card as well as social security. With over 450 data breach investigations around the globe, there is less trust companies can put in the IT systems, especially when administrative duties are handled by a third party In the year 2012, Fobert (2013) recalls that the Massachusetts Attorney General extended a fine of $15000 to a property management firm after finding out that the laptop that was stolen from the company had unencrypted personal details. Civil penalties were later lined up for the portable devices. Another scam that touched on rental properties includes details that were posted online. Cyber criminals are said to have copied the information from the online listings and created another listing before collecting the initial deposit. Is it time to turn towards mobile communication instead of using internet and other networks? Fobert (2013) argues that it is time letting agents need to relook at mobile communications. While data breaches are creating demand for the insurance products, this would not be a lasting solution. Most of property management firms are approaching risk management remedies with AIG pursuing CyberEdge. A number of innovations triggered by AIG include the CyberEdge Mobile App, which is a free App for iPads. The App gives the latest cyber news especially from the industry leading providers. It also gives time-to-time updates in data breaches as well as providing an extensive database that hosts cyber resources. This provides a significant move towards mobile communication. According to Ferrell and Hartline (2012), the marketing statistics on Real Estate text message is overwhelming in as much as short message services (SMS), email and even Whatsapp are concerned. A 2017 report released by the National Association of Realtors indicated that around 62% of the home buyers would prefer the letting agent to send the property info through a text message. SimpleTexting.com (2019) further indicated that the California Association of Realtors showcased the fact that 5% of the realtors would communicate through text. According to SimpleTexting.com (2019), the Pew Research Center found out that text messages attract higher response rates as compared to email or Whatsapp. Based on these findings, it is possible to conclude on a few things. First, it is simple and safer to use mobile communications compared to websites and other internet platforms. The texts are safer and simple because of the short codes, which are short phone numbers which are six or five digits long. Such codes are only used in sending either MMS or SMS messages only. In addition, key words are very essential in mobile communications where short codes are used to opt in for the messages. SimpleTexting.com (2019) also points at data collection as an extra feature which allows the letting agency to request for more details from the tenants.

SimpleTexting.com (2019) gives a clear picture of what letting agents are about or are doing to make sure that security and privacy of the clients is guaranteed. First letting agents are creating unique keywords for each property. Lead texts would automatically lead to a specific property. Besides, photos of the property are shared through MMS. After this, the letting agents would follow up with the leads. Some of the leads may call for time to think before scheduling a viewing. This means that one needs to collect information regarding the leads, which can be achieved by following up with other listings linked to the common portfolio. While the process looks tedious, it is much safer than sharing every detail of the property and the profile of the clients through the company website or any other internet supported platform. Notably, it is argued that Short Message Services came before the internet, which means that hackers used to internet supported platforms may find it hard to break through a Symbian OS. With such a move made in the light of technology, there is still remains unanswered questions of why now, and why mobile communications. DeMaise (2017) takes the research on security management and mobile communication to another level. He noticed that off-the-shelf mobile technologies as well as applications are developed on daily basis for the purposes of meeting both professional and personal needs. Recent surveys conducted in the United States showed that at least 68% of the American adult population has smartphones. On the other hand, 77% of these have downloaded applications in their respective devices. More attention is driven towards mobile communications given that most of them could be used during local law enforcement for the purposes of resolving communications problems in the terrorist attack that occurred in Belgium. Most of the officers would end up using Whatsapp, with the help of the local Wi-Fi, to share significant details. This indicates that public safety professionals can conveniently use mobile applications for the purposes of communicating securely. According to the further findings made by DeMaise (2017), any agency, including the letting agency, should take advantage of the off-the-shelf mobile applications for the purposes of bridging situational awareness. A number of benefits have been linked to mobile technology including interoperability and providing the most effective coordination. On the side of interoperability, most of the mobile applications are thought to enhance responder performance as realized through the ability of technology to engage collaboration. The latter is conveyed as an avenue for sharing information, capabilities, resources, as well as activities. DeMaise (2017) noted that consumer products such as off-the-shelf apps and smartphones can be utilized in achieving the inter-agency collaboration regardless of the discipline. Notably, most of the off-the-shelf mobile technologies facilitate adaptable options for firms, which make the interoperable devices more significant. Most of the letting agents are in the primary stages of realizing the value behind mobile application for private sector collaboration and public awareness. Perhaps, it is time for the agencies to realize that internet attracts loopholes, which can easily be explored by intruders who would want to bring the system down. Mobile communications seems to offer a better alternative for the looming danger of increased attacks among the letting agencies, which are encountering losses in every data breach. In as much as Short Message Services, WhatsApp, hangouts, and email prove to be secure and more effective in bridging communication between the letting agents and the clients, there is a still a long to go to achieve significant security. The property management industry is one of the biggest industries around the world and whose attack attracts loss of billions of money. This is why Wigand (2007) provides a roadmap of embracing mobile communication through what is referred to as Leavitt’s diamond model. The latter suggests that organizational systems constitute four components that constantly interact with another. The four components entail technology, people, structure as well as tasks. This means that when there is any change on one of the components, the impact would cut across the other components based on the fact that they are interconnected. Before considering security management and mobile technology, letting agencies should understand what technology in the sense of mobile applications is.

According to Chang et al. (2009), apps, or mobile applications are regarded as software units which are designed to work in a mobile device. The progressive advances on mobile applications foster mobile-centric workplace. In the year 2013, a survey conducted across the information specialists noted that 62% of them would prefer working outside their stations. This attracted an anticipation of a 66% rise by the year 2018. It is worth noting that these workers must have developed a taste of the apps. Both Apple and Google’s play store carry over 2.9 million apps with around 200 billion downloads. Based on these statistics and what technology should offer, letting agencies are essentially advised to examine the potential of off-the-shelf mobile applications and their recent use by the first responders, who turn out to be the stakeholders in the real estate industry. Letting agency choice of the mobile application should therefore be based on the user needs. Most of native apps, the hybrid versions and the mobile we platforms are constantly available and would therefore offer a significant functionality. If a letting agent opts to use SMS or Whatsapp, it is possible to restrict membership because the agency has to add contacts before reaching out to any stakeholder. This is different from web platforms which paves way for a massive access of the people with some having a chance of interfering with everything on the platform. Next to technology, Newman and Zhu (2007) believe that the agency has to look at the people, who are also the end users of the technology under consideration. Members attached to the letting agencies include tenants, real estate owners, locals and the state among others. It is essential that where the people do not understand the nature of the technology, they should be trained, equipped and allowed to share experience based on the arguments raised around the model. The next generation of security management in the property management industry will constitute the digital natives, which imply growing up while using technology such as mobile devices, computers as well as internet. Over 92% of the adult population are said to use new mobile applications, which means that they are innovative in understanding some of the solutions and the daily functions. However, it should still be noted that user acceptance of the mobile devices would still have an influence on the acceptance of the mobile applications. Next to people are the tasks associated with mobile application technology. Lastly, Chang et al. (2009) talked about the structure where mobile communications would substantially lead to changes in the security management of the property management industry. All the constituents of the Leavitt’s diamond model provide a picture of how letting agencies work towards the privacy of clients with the help of mobile communications.

Chapter 3: methodology

3.1 Research Philosophy

The research keeps an eye on how mobile communication can enhance security management by the letting agents. This attracts the philosophical attention that provides the rationale and the belief system felt throughout the study. Research philosophy, in this context, denotes a system of beliefs as well as assumptions with regards to development of knowledge. While specifying the research philosophy for the study, one would easily go for interpretivism, realism, positivism and pragmatism. Pragmatism attracts concepts said to attract action (Kothari 2004). Pragmatism largely reconciles subjectivism and objectivism as well as facts and values. Pragmatists would preferably begin from aims and problem before contributing towards practical solutions believed to inform the future practice. On the other hand, interpretivism develops a critique of positivism from a subjectivist perspective. Largely, interpretivism puts more emphasis on human beings. Positivism is closely related to philosophical stance taken by the natural scientists. This is also reflected in the scope of realism, which assumes the scientific approach (Peffers et al. 2007). Looking at the four philosophies, the research on mobile communication and security management by the letting agents largely attracts interpretivism. This is because interpretivism creates new, richer understanding as well as interprets the social contexts (Hughes and Sharrock 2016). In this case, the social contexts constitute the stakeholders in the proper management industry, who include the property owners, contractors, tenants and even the suppliers.

3.2 Research Design

A vast look at property management industry and subsequent research in security management, which pays attention to privacy, attracts establishment of the research design. The latter denotes a systematic plan needed in studying the scientific problem. Most of the designs would either be correlational, experimental, meta-analytic, experimental and semi-experimental among others (Kothari 2004). With the study paying attention to mobile communication and privacy issues in the property management industry, the exploratory design is best suit to handle the research problem. While the study interacts with stakeholders before tapping into their views and opinions, the explanatory design is better placed in attracting insights as well as familiarity in relation to the research problem. The key significance of using exploratory design include development of tentative theories, generation of assumptions an new ideas, attracting familiarity with settings, concerns and basic details (Kumar 2019). In addition, an exploratory research is always flexible given that it can handle any type of the research questions.

3.3 Research Approach

Research approach is largely regarded as a plan as well as procedure that constitute the steps of the broad assumptions seen across detailed techniques of analysis, interpretation and data collection. This comes handy in a case where the research methodology is regarded as a roadmap that outlines means of identifying, examination, selection and analysis of data (Teherani et al. 2015). As part of the ideological framework, the study picks on the interpretation concept, which has the capacity of acknowledging as well as appreciating the privacy and security multi-faceted variables. This is also aligned to the fact that individuals can have various perspectives as well as means of attaining either general or personal private and secure environment (Kothari 2004). The approach builds on its core beliefs, which attracts perception of reality as being inter-subjective while drawing individual understandings and meanings that surround social contexts. This implies that that study will end up perceiving individual security and privacy as being construed on living environment, which is relative to culture and time. Besides, the approach may also perceive achievement of secure environment and privacy attached to tenant-letting agents as being depended on the interactive and cooperative input retrieved from the relevant inputs. Furthermore, the interpretivist approach aligns the study towards deep understanding as well as establishment of the links between data handling and security management by the letting agents. This would end up raising questions on whether such links compromise the privacy and security standards or not (Cooper 2015). The key focus is placed on letting agents and tenants’ views and opinions on the means insecurity as well as upholding individual privacy are handled or enhanced through mobile communication.

3.4 Research Method

A research method is regarded as the systematic plan meant for conducting the study or research. Commonly, researches would commonly utilize either qualitative or quantitative methods. However, some of the researches are embracing mixed methods as the third research method. The qualitative research method is regarded as a technique that makes use of numerical data in explaining the findings. This implies that researcher needs to have a good knowledge of the inferential and descriptive statistical parameters. On the other hand, qualitative research attracts descriptive procedures for the purposes of generating meaning while comprehending the phenomenon (Kothari 2004). Mixed research is relatively new. It takes a combination of the qualitative and quantitative methods. From the three, the research took into consideration the research characteristics, which are non-numerical, and the research target that point at establishing security management by letting agents using mobile communications. After the assessment, the research considered the qualitative method as a suitable platform that would define the research process. The method is important based on the fact that it is largely inductive thereby paving way for the researcher to generate meaning from details or data collected from the field (Peffers et al. 2007). Besides, the qualitative method facilitates a detailed perspective of the people. Again, the context of the participants can be well understood.

3.5 Data collection technique

Data collection across the academic research constitutes the whole process of gathering data, which would be used to provide answers while addressing the topic or the research aim. A research can either adopt primary or secondary data research. The primary data research entails acquisition of data through direct engagement of the participants or interacting with variables. This can be achieved through interviews, experiment and questionnaire among others. Secondary data research makes use of the already conducted research for the purposes of addressing the outlined problems. However, the research aims at investigating security measures exercised by the letting agents while capturing privacy elements and security concerns associated to mobile communication. The primary research attracts utilization of questionnaires, as data collection tools, as the research interacts with significant stakeholders in the property management industry. The questionnaire will carry both close-ended and open-end questions, which shall be filled through the online platform referred to as survey monkey.

3.6 Data collection and sampling process

The important side of this research is the data collection process and sampling. As mentioned before, the research would use questionnaires as the data collection tool. However, the research begins the research process by informing potential participants on the intend to conduct a research (Holden and Lynch 2004). This can be done by approaching real estate companies within London and its outskirts, as well as tenants and suppliers that support the property management industry. The awareness can be done in a span of three days. Secondly, the research would do mapping, which is a process that takes note of the key areas or companies where potential participants can be tapped. After mapping, the research will take into account the need of sharing the participant information sheet and the informed consent. The participant information sheet and informed consent will be issued to tenants, landlords, suppliers and contractors linked to the real estate industry and the property management industry (Kothari 2004). Afterwards, the researcher will confirm the participants’ consent collected from the field before informing them to open accounts with survey monkey platform, which is also an online platform. The participants would be informed on the eve of the research, where they would be required to take the questionnaire, which normally comes after one week from the time participants or respondents agreed to be part of the research. Eventually, the researcher records personal details of the respondents for notification purposes alone (Peffers et al. 2007). The details will be confidential and would not be used for any other reason apart from the one agreed by the participant. Three days before the research, the researcher will inform the participants on the day and time when they are expected to fill the online questionnaire forms that will be posted on the survey monkey platform. Every participant would be expected to sign out after completing the questionnaire before the data could be extended to the analysis stage.

Apart from the data collection process, the research pays attention to sampling process as well. The research adopts random sampling as the technique that would pick participants from the mapped areas. The research anticipates a sample population of 150 participants which shall constitute landlords, tenants, letting agents, contractors and suppliers. The entire sampling process is said to be random with individuals needed to indicate their association with the letting agents via regular communication (Mackey and Gass 2015). Participants are invited to take part in the research by sending them request through the agent’s address, the social media and email landlord. All the details required are present in the public domain while any specific details needed from individuals should meet the restrictions set in the research process. While keeping all the standards under check, the sampling process is anticipated to attract around 30 participants from a possible population of 150.

3.7 Data analysis

After the data collection process, it will be examined for relevance and reliability before it can analysed with the help of the thematic analytic tool. Thematic analysis insists on pinpointing, examination as well as recording patterns note across the data collected. The analytical process will follow a six-phase guide, which is a significant framework that ensures a successful analysis of data. While the process is not necessarily linear, every stage of the analysis counts and plays a significant role. First, the research will become more familiar with the collected data (Quinlan et al. 2019). This involves reading as well as re-reading the transcripts, which cover the data corpus. Secondly, the research shall delve into generating initial codes. This entails organization of data in a more systematic and meaningful way. Essentially, coding would end up reducing lots of data into relatively small chunks that would maintain the meaning. In this context, open coding was found to be more useful while going through the entire text. The third step entails searching for the themes. Notably, a theme is denoted as a pattern which captures interesting as well as significant touch-points of the data aligned to the research question (Peffers et al. 2007). However, this research is exempted of any hard or fast rules that govern what makes a theme. At the end of the third step, codes can be organized to construct broader themes that seem to point at specific things regarding the research question. The fourth stage entails reviewing the themes. This constitutes reviewing, modifying as well as developing preliminary themes identified in the prior stage. The research garners more data linked to every theme while assessing the relevance of the details. The fifth stage entails definition of themes, which involves identification of the essence of what every theme covers. Perhaps, more attention will be given to sub-themes and the way they interact with the main theme. Finally, the research shall produce a write-up that shows details of the research.

3.8 Ethical consideration

On top of confirming relevance and reliability of the collected data, the research shall present accurate data and information while striving to avoid biasness as well as maintaining authenticity and truthfulness of the research process. In addition, the research engaged relevant authorities and participants who were also informed on the aim of the research, the research problem and the kind of information needed from them as reflected in the participant information sheet. Furthermore, the research complied with the principles of anonymity and confidentiality, as well as the standards for attaining informed consent. The research maintains the anonymity of the participants by avoiding personal details, which may jeopardize the research process. However, any details acquired from participants shall be shared to relevant parties as per the consent of the respondent. Any data acquired through the online platform is kept confidential and put under the responsibility of the researcher. This means that the information shall never be shared to any irrelevant parties that were never declared at the start of the research. The participant shall not be involved in any dispute or misconduct which may result from the mischief propagated by other parties that were never declared before.

Discussion

The research focused on means and ways letting agents work on in support of security and privacy concerns while using mobile communication. Apparently, most of the letting agents are fond of using short message services, emails, hangouts and Whatsapp. Based on the fact that mobile communication prevails, the research first focused on the legal regulations, security policies and working practices across the property management industry. This attracted feedback on question 10, 13 and 16 with the content building up the main theme of legal regulations with sub-themes of data privacy, security measures and legal processes observed by the key players. In the course of the analysis, the research took into consideration the interaction between the letting agents and other stakeholders in the industry. It could be noted, under question 10, that most of the letting agents had established terms and conditions, based on the UK laws, on the communication processes, which are secure. The same applies to keen observation of the laws, policies, and regulations. Letting agents would still comply with terms and condition put in place by their partners as stated by the law. Apart from legal compliance, letting agents in the UK still observe regulations said to guide mobile communication. Notably, some of the letting agents appreciate the fact that there are media and internet laws believed to cover common issues that are faced in telecoms such as threats via SMS and cyber bullying. In a more broad way, letting agencies still appreciate the fact that there is Privacy and Electronic Communication Regulations (PERC) and General Data Protection Regulation (GDPR), which constitute two frameworks believed to offer a proper guide concerning mobile communication. Commonly, PERC provides a proper guide to industries that make use of the electronic marketing messages while using cookies when delivering services to the public. GDPR provides a framework on data protection as well as privacy in the basis of EU law. The second area of focus constitutes the security as well as privacy measures that have been observed by letting agents when handling mobile communication. This is one area that gained a lot of attention from both the literature and the research findings. The literature touches more on the security controls and the individual controls that aid integrity, availability and confidentiality. This comes after notable cases of SMS fraud, generic malware, Ransomware and even emails compromise. Losses and damages have been encountered in the process with affected parties including property managers, developers, and brokers among others. The literature points out that technology should be used in working on applications that would enhance security in mobile communications. This can be aligned to findings tapped from questions 9, 14, 18 and 20.

Under question 9, the scale of security management, through mobile communication, is bolstered through measures of data privacy exercised by letting agents. This attracted the main theme of data privacy supported by sub-themes of individual controls, system controls and agency role. It could be noted that most of the letting agents would abide by the Data Protection Laws that covers the individual rights as well as formalities established between the sender and the recipient. Moreover, the UK Data Protection Act 2018 describes the system controls that letting agents should check with the service providers. Sometimes, letting agents would put mobile communication platforms, such as SMS, messenger and emails, as part of the agreement with their tenants, or any other stakeholders. Under question 14, the research looked at what measures that would make sure those partners are safe while using mobile communication platform under consideration. While most of the letting agents remain unaware of what such measures entail, some of them could point out protocols behind the short message services which make them more safe and secure. Under question 18, letting agents and even tenants could take note of the safety features that enhance security management across the property management industry. For instance, letting agents that commonly use SMS are aware of the store-and-forward service as well as the person-to-person messaging. The store-and-forward service enhances security management by ensuring that the network stores the message when the recipient is not on the network, and it would be accessed when the recipient comes online. The person-to-person messaging features largely avoid an overloaded network, which is safer in avoiding possible attacks. As noted in the literature review, mobile communication, especially SMS and hangouts, pave way for the use of codes and short cuts or short forms, which letting agents use as a ciphered text that can only be understood by the target recipient. Under question 20, it could be concluded that letting agents are also aware of the dynamics in the technological advancement and therefore observe necessary measures that keep mobile communication safe. For instance, some of the tenants and letting agents could appreciate or admit being aware of the two-step verification accompanied by 2FA code. Others could appreciate gateways like the ones in JAVA enabled mobile phones. For Facebook messenger dark modes are seen as added solutions to security challenges encountered in the property management industry.

Lastly, the research checked on data protection measures and privacy considered by letting agents when texting property owners, contractors and even tenants in the property management industry. The literature touches on scenarios in which cases of system infiltration and stolen equipment are common. Such losses attracted hefty fines as some of the letting agents rush for the insurance products. This has prompted most of the letting agents to assess the most secure mobile communication platform that can be used in texting. Under question 15, the findings show more preferences towards short message services compared to Whatsapp. The messenger is likely to be less reliable compared to other messaging platforms. Under question 18, letting agents would point out the need to do texts than phone calls. They encourage data privacy by reducing chances of being overheard.

Conclusion

The research aimed at investigating means used by letting agents to enhance security management through mobile communication. In this case, the research went ahead investigating legal requirements and working practices put into consideration, security and privacy measures considered by letting agents and security measures that letting agents observe while texting property owners, contractors and even tenants. The literature review provided a broader look of the research aim and objectives, which attracted different views from other authors. With the help of the questionnaire, under the qualitative research method, the research noted that letting agents are aware of the UK laws, legal structures such as PERC and GDPR, policies and regulations that have a hand in mobile communications. They are also informed about generation of terms and conditions that establishes an agreement between them and tenants among other stakeholders. Letting agents keep track of the dynamics in technological advancement, and would therefore take note of the safety features that enhance security management. These include person-to-person messaging and save-and-forward features. Despite encountering challenges from time to time, letting agents appreciate the law and the technological coverage that helps them in enhancing security management across the property management industry.

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