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Dr Danielle Sanderson
Lecturer
The Bartlett School of Planning
Faculty of the Built Environment
- Joined UCL
- 1st Sep 2017
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.
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. My dissertation investigated the return on investment in customer service by landlords and property managers.
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: ENVS3015 Real Estate Development and ENVS3045 Real Estate Management. I also teach BENVGEPB: Critical Debates in Real Estate and Planning, and supervise Masters students in BENVGPL7 Dissertation in Planning.
Education
- University College London
- FHEA, Teaching and Learning in Higher Education | 2018
- University of Reading
- PhD, Property Management | 2016
- University of Oxford
- MA, Physics | 1985
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.