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. My controlling now the design of the materials, were talking everything inside the drywall in a unit. That was a bit of a change for us, and I think a lot of folks in multifamily over this cycle. 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. I look forward to speaking with you! But the reality was they were going to demand a lot more from a level of service and experience that we had been used to providing in the multifamily industry. Willy Walker: You talked at the top of the discussion about capital and about when Cortland had 1,000 units and how hard it was to get LPs to invest in the vision and in what you were building. 54:41 - What is the best and worst leading today versus earlier in the companys life? The vision also prompted a focus on brand. So, talk about a kick to the pride; I couldn't even pay them to represent us. It is anchored in providing a beautiful yet affordable living environment and an enriched lifestyle to its residents. 2:33 - He introduces his guest, Steven DeFrancis, CEO of Cortland. Once you got the team right was the first piece, and then the next piece we're starting to standardize training process. You had folks who lived in multifamily after college, the newly divorced, newly unemployed, newly moved to a new city, newly graduated, usually it was a short-term stint, it was a transitional period in most folks lives, and largely if you think about it most folks lived in an apartment until the very first point, they could afford not to. 22:17 - Steven comments on Cortlands approach to brand and recruitment. 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. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. Cortland turned to insourcing, too, to control all touchpoints with customers. 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. Weve created the capital structure and built the infrastructure to where now we're not relying on all these external parties for every project. But thankfully there's so much opportunity, as you know, within multifamily in the markets we're in. Links. Willy as you're aware, based upon a lot of the work we've done together, in those early years we were raising almost all of the LP capital through a preferred structure, because frankly the LPs thought what we were doing made no sense. 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. 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? Cons. Browse jobs and read about the Cortland Dallas location with content posted anonymously by Cortland employees in Dallas, TX. What was the impact, going to be from the meltdown of a single-family mortgage crisis? 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 Find Related Places. So, part of it is the intellect testing, that's more of the straightforward part, and part of it is the personality and making sure that we're getting folks with the right personality to meet the job that they're going to do. Our Company Our Company Our Story . Steven himself holds a BA in Real Estate from the University of Georgias Terry College of Business, and he is a member of the Buckhead Coalition, the board of the Atlanta Neighborhood Development Partnership,The Real Estate Roundtable, the Urban Land Institute, and the National Multifamily Housing Council. I can thank Bruce Cohen for the time he spent advising us, putting that team together. Steven and his team manage a portfolio of multifamily assets located in 11 states, primarily in the Southeast, Midwest, and Texas. The deal pushes Cortland's portfolio of owned and managed apartments to more than 60,000 nationwide and makes it the largest apartment owner in DFW, the company said. We did it because that was the capital that was available. The company employs more than 2,000 associates; it also owns and manages over 65,000 units, with a pipeline that will push this number to over 70,000 by the end of the year. While the recruitment process is rigorous, it yields a workforce well suited to particular jobs. So after a while of fighting that battle, we finally decided to you know we hired Darla Dylan who was working for one of the companies that we had hired on third party basis and Ill never forget; we were like okay Darla is coming in she's going to do all of our interior design hundred percent of it we're going to have it no problem. Additionally the **** system outside her window (was not disclosed to her the **** noise at time move in) disrupts sleep. Cortland is a National Multifamily Housing Council top 50 owner and manager and is ranked as the top us brand by reputation.com. 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. It doesn't have to be brand new. As a result as an industry we didn't have a lot of investment in doing it better, we had a product, system and people, etc., but we did see that that clientele was likely going to be changing coming out of the GFC. Steven DeFrancis: Yes, it's been extremely helpful, and, in fact, since the pandemic, started March last year, we have delivered about 7,500 units to date. So, it barely moved the needle to go from really low grade to really high grade. When you're trying to hire, it's a war for good talent out there, and you really want to hire best in class folks. We felt then if that was the case, then the next piece was how could you build a system or a machine that could create a lot of throughput? Thanks, and have a great day. Office Closed After-Hours Maintenance Emergencies: Available 365 days of the year at (708) 452-4242, Option 3 . I can't even remember a single story where we were like oh, my goodness, I can't believe we let them do that look and what they did. I can think of many stories where they did the right thing for the right reason because they were empowered to go do it through decisions and checkbook. Competitors. . If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. So, Steven first of all welcome and thank you for joining me. Welcome to the Apartment Owners Association of the Cortland NY Area! Right now, as the pandemic has been waning, it is a very competitive market. 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. Argentina. So those two things kind of had to come together to create that better client experience. And we put almost no focus on the team that actually keeps our existing customers there, which is you know in business is the exact opposite way to maximize your bottom line. As a leader in the multifamily industry, we create resident-centric, hospitality-driven living spaces and experiences across the US. Then all the investment you put into that lead, your associate is like well, thank you very much for your interest, but we cant help you and call us next year when you need an apartment again. 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. 18021 Kingsland Blvd, Houston , TX 77094 Cinco Ranch. This is an overview of the Cortland Dallas campus or office location. Atlanta, GA 30326-2818. Contact Information. Let's back up a little bit too when you founded Cortland in 2005 as a small development firm focused on in-town development in in Atlanta and then during the great financial crisis changing from being a local developer to focusing on acquiring and renovating communities across the country. Willy Walker: And in most of your markets Steven, you are a top five owner. Whether it was marketing or sales or pest control or landscaping all these services you could buy on a per unit basis, but at the end of the day it was really efficient from an execution standpoint, but it was really inefficient from a customer service standpoint, because now effectively, you were handing over that relationship with your customers to this whole cadre of third-party vendors, which inevitably, as you can imagine, just lead to really poor service and poor execution. Our Services Affordable Senior Housing From apartments designed for independent living, to housing for seniors transitioning out of nursing homes, to cottages for the memory-impaired and their caregivers, our housing enables seniors to live, and age, where they choose. Today it's just a different type of fun because you can do more and do it better, because each thing is systemized so much better. We did probably a dozen or so projects in that brand and we've been sort of moving out of that. 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. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. It also allows us to systemize or centralize within a given market; things like maintenance and purchasing etc. 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. After having done over 60 Walker webcasts all remote, it will be super fun to sit down with my guest one on one and have an engaging, interactive discussion. Willy Walker: One of the things that you talked about standardization in the sense of the experience from a client standpoint. Cortland Legacy is a short distance from incredible shopping, dynamic entertainment and several outstanding sporting venues. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. Thu: 9am - 5pm. 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. Technologies. So, talking about engaging interaction discussions it's a true pleasure for me to have my friend and amazing CEO Steven DeFrancis joining us today. 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. At that point coming out of the downturn, you are looking at between the 01 recession, the focus on the single family and then the GFC you are looking at over a decade of under development of multifamily. 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. 1-3 Br $1,434-$2,504 0.2 mi. Need to file a complaint? But a lot of people at that time may have seen the demographic shifts coming, thought that the demographics behind multifamily were really strong, but didn't take the component parts that you just talked about as it relates to a focus on the customer experience. That allows us to underwrite a huge volume of potential opportunities, it's really inefficient. Your submission was successful. Ms. Sarah DeFrancis, Manager of Communications. At Cortland, you'll feel empowered to define your career path, take on new challenges, and make a difference. 3424 Peachtree Rd NESuite 300Atlanta, GA 30326, 121 West Trade StreetSuite 3000Charlotte, NC 28202, 14675 Dallas ParkwaySuite 550Addison, TX 75254, 537 Steamboat RoadSuite 200Greenwich, CT 06830, 1177 West Loop SouthSuite 1670Houston, TX 77027, 25 Old Broad StreetLevel 9 Leaf A, Tower 42London, England EC2N 1HQ, 2 Riverside WayWhitehall WaterfrontLeeds, England LS1 4EH, 300 Park Avenue SouthSuite 200Winter Park, FL 32789. Use our search filters to browse all 100 apartments and score your perfect place! I personally would not live there. That team, by the way, is now about 40 people and we're still always struggling to stay current to keep up. It's just not something people want to deal with, but it's necessary. 1 Week Ago. Steven DeFrancis: I will never say Id rather leave here to go there, but I do miss the closeness. 2714-20 N. Mildred. Contact Us Address Cortland Properties, Inc. 7612 W. North Avenue Elmwood Park, IL 60707 Phone Phone: (708) 452-4242 Fax: (708) 452-4122 . 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. Steven DeFrancis: We felt the brand was very important. As a top 50 apartment owner and operator, Cortland has a brand and reputation of success and customer service. All these different things that you have to line up when you have no control over your capital. Website. So, it was a combination of having product on hand, rushing product into manufacturer soon as the plants reopened in Asia. Steven DeFrancis: Sure, and you make a good point, especially back then. I have strong belief that if we continue to perform for the capital, they're going to find us. You have to set up the infrastructure and the culture of being an associate first organization if you're ever going to be best in class in customer service or customer experience. They execute Cortlands value-add and new build construction, in addition to offering their expertise beyond Cortland. Cortland Westshore 6207 S West Shore Blvd, Tampa, FL 33616 Visit Cortland Westshore website Apartment floorplans Aft $1,863 - $1,975 Studio | 1 ba | 593 sqft 2 units - Available now Angler $2,025 - $2,100 1 bd | 1 ba | 672 sqft 3 units - Available Mar 14 2023 Beam $2,105 - $2,160 1 bd | 1 ba | 726 sqft 3 units - Available now Beacon $2,110 - $2,335 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. 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. Featured Communities Florida AXIS Delray Beach Florida Bainbridge at Westshore Marina Florida There are, of course, opportunities that Cortland could take to move into other asset classes within multifamily housing, or even different commercial real estate classes. We think you will be pleased with the variety of quality rental property selections offered here, including student housing, studio apartments, 1BR, 2BR, 3BR, 4BR and single family housing. Headquartered in Atlanta,we own and manage apartment communities across the US with regional offices in Charlotte, Dallas, Denver, Greenwich, Houston, and Orlando. Fri: 9am - 5pm. Key Principal: Ashley Gordon See more contacts Industry: Apartment building operators. Steven DeFrancis: Well first, it's not about being top five or top 10, it's really about having the right asset base to operate with a scaled organization. BBB is here to help. 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? In order to accomplish this goal, Cortland began to vertically integrate. What we've learned is, the value you get out of being scaled in a market, you can't beat it in any other way, centralized services, etc. And so, it's a wildly competitive marketplace right now and you're seeing CAP rates continue to chink down and chink down. I continue to receive emails and texts about my discussion with James Kerr author of Legacy from two weeks ago. 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? Say yes to a career you love. Our ability in markets where we have 20 or 30 assets in a given market, the way SEO and search works just having everything branded with a similar name really helps drive search straight to our website and straight to our product, our locations. 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. Get a great Cortland, NY rental on Apartments.com! Steven DeFrancis: Well, we had a lot of learnings along the way. Cortland Headquarters and Locations - Learn more about Cortland's locations by map by and/or jobs. They were all broken in some manner, and so, as you can imagine, they were extremely inconsistent from a product and location standpoint, and so you could not build a brand around this hodgepodge of assets. 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. As a top 50 apartment owner and operator, Cortland has a brand and reputation of success and customer service. Customer Reviews are not used in the calculation of BBB Rating. Choose the option that best fits your needs below and then let us know how we can help. 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. And part of being able to focus on that was stripping costs out and being vertically integrated. (972) 895-6650. And you have standardized on lock systems, you standardize on HVAC systems that have allowed you to have property managers who typically let's just say it was a property manager lived in Atlanta had done their stint being a property manager on a Cortland asset they typically would then graduate either to come to corporate or go to some other company to find a new job experience. Speaking of life lessons, we have Bob Glazer renowned TED talk speaker and Acceleration Partner Founder joining us next week. 270 S Watters Rd. I think if we're really going to outperform in the new environment of multifamily going forward, that's the part where you got to be best. Im gonna start the second piece and then go to the fit and finish piece. 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. 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 . Mon: 9am - 5pm. Work really well for a few jobs and then all of a sudden, the stuff was delivering more and more slowly and then that guy disappeared. So, I won't say we won't ever do something different, but we're not looking at something today. Where others see a square foot, we see a story. Find company research, competitor information, contact details & financial data for Cortland Partners, LLC of Atlanta, GA. Get the latest business insights from Dun & Bradstreet. Pros. Company Overview. 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. Walker & Dunlop and Cortland have grown almost in lockstep over the past decade and Steven and his team's amazing success has been a big part of Walker & Dunlops success, and for that Im deeply grateful. We're moving now into sensors and putting sensors in the equipment, so we can start to get proactive messaging when things are going to fail, instead of waiting until they fail. 08/18/2021. Monthly Rent. That's a big step from 2005 being focused on developing multifamily properties in Atlanta, Georgia. And then on the broader question any thoughts about taking the model and expanding it out? But it definitely has paid a lot of dividends in transfers within the system. Email Formats. So, thank you Steven, very much for taking the time. Im assuming you had to get market returns for your LPs, but your GP return dragged as you were investing in the business. Once we brought that in-house, we then realized that we could do a better job on the material side and so Darla partnered with Clay Landers who runs our construction group and they started working with an importer, to again, we were not going directly to Asia to source materials were working with an importer to cut out some of the middlemen on this side. Id like to think and Brad Brown, my acquisitions chief swears we've never paid more than somebody else for a property. We're a company comprised of people who thoughtfully challenge the status quo of the conventional multifamily industry in pursuit of a resident-centric approach to apartment living. 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. 3.7 (114 reviews) Verified Listing. 3424 Peachtree Rd NE Ste 300. We believe that fostering sharing and inclusion of all ideas, lived experiences, and world views in the residential community can provide transformative learning experiences for our . They want to work for a brand that really means something and stands for something premium in the marketplace, and it also really pays huge dividends on the marketing side. Fill out the form or view our office locations and phone numbers to get in contact with us today. Brand and associated SEO realities in the market today drive traffic, and they tie into the customer-centrism of the business. Faqs. If you think about the way most products or most developments are done or acquisitions or value add projects, they are really managed in a very bespoke basis with an internal acquisitions person or a developer and then external execution, whether it's design, architecture, construction, or construction management. But we do believe that all the value we bring to the table to create alpha is good if returns are in the 20s. 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. Cortland, New York Office. If you look at Atlanta, you mentioned we're number one owner, number one owner in Dallas, in both of those markets were the number one owner and were mere basis points of the total. You can then attract higher quality folks. staff definitely needs a to be looked at thoroughly. From New York to Miami and beyond, we create places where residents feel equally at home and inspired. Learn more about Steven DeFrancis and connect with him on Twitterand LinkedIn. 2834-38 N. Orchard. They are then sent to a warehouse where the products are broken down and rearranged by project and unit. So, lot of room to grow in the business that we're doing. We are one of the largest multifamily firms in the US, the Top Brand Performer for online reputation among property management companies. 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. 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. This long-term vision, in turn, drove all areas of the business, from hiring to design. Photos. 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. 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. Cortland Estates at TPC 22800 Bulverde Rd San Antonio, TX 78261 (210) 871-8382 Check Availability Quick View Arlington Apartments on Clarendon 1550 N Clarendon Blvd Arlington, VA 22209 (202) 410-6988 Check Availability Quick View Cortland Seven Meadows 6800 Gaston Rd Katy, TX 77494 Package Service Outdoor Space Onsite Management What's the worst part of that? With our pioneering business model, our enterprising team, and our commitment to placing the resident at the center of our decisions, we're aiming to set a new experience standard for the apartment industry one community at a time. Team Members. 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