Danielle Sanderson

Biography

After my physics degree, I worked at CERN in Geneva before becoming an analyst programmer at the global IT consultancy, Sema Group. I transferred to the training department and taught graduates and senior staff for many years. All courses included a session on goal-setting and Action Planning, so I applied the techniques to my own life and discovered an aptitude for running. I went on to represent Great Britain 21 times at marathon, half marathon and ultra-marathon.

As a consultant for RealService and RealService Best Practice Group I have performed a variety of roles, including research into occupier satisfaction, writing reports and Action Plans for Clients, studying Service Charge Code Compliance, verifying landlords’ and managing agents’ adherence to the Best Practice Index, and running Balanced Scorecard Programmes. My PhD research was funded by a stipend from RealService and from the Lord Samuel of Wych Cross Memorial Fund, administered by the British Property Federation.

Research summary

My research over the past decade has focused on landlord-tenant relations, including several studies for the British Council of Shopping Centres (now REVO) and the British Council for Offices. I have been a consultant for RealService Ltd and for the RealService Best Practice Group since 2005, researching determinants of occupier satisfaction, and helping landlords and property managers deliver better service to their occupiers in both commercial property and the residential sector. My dissertation investigated the return on investment in customer service by landlords and property managers. Since finishing my PhD in 2016, I have published articles in the Journal of Property Research, the Journal of Property Investment and Finance, Property Management and the Journal of Corporate Real Estate. Other recent key outputs comprise industry reports and journal articles, including a Guide to Service Standards in Offices, A best practice guide to creating outstanding customer experience in shopping centres, and an introductory guide to Mall Commercialisation for Retailers and Property Professionals.

Teaching summary

Before joining RealService I was a lecturer in industry, teaching courses such as computer programming, project management, business writing, presentation techniques and customer care. At UCL I am module coordinator for: BPLN0099 Real Estate Development and BPLN0096 Real Estate Management. I also teach Critical Debates in Real Estate and Planning, and supervise Masters students for their Dissertation in International Real Estate and Planning.

Education

• University College London
  Doctorate, Fellowship of the Higher Education Academy | 2018

• University of Reading
  Doctorate, Doctor of Philosophy | 2016

• University of Oxford
  Other higher degree, Master of Arts | 1985

• University of Oxford
  Other higher degree, Master of Arts (Hons) | 1985