Hero Living Appoints New Resident Experience Manager, Molly Pass

Hero Living has reinforced its commitment to exceptional resident service with the appointment of Molly Pass as its new Resident Experience Manager — a brand-new role designed to elevate the living experience across all Hero developments. 

As the first point of contact for residents and prospective residents, Molly will oversee every stage of the resident journey — from first enquiry to move-in and beyond. Her focus will be on creating a genuine sense of belonging, building lasting relationships, and ensuring every resident enjoys the first-class service that defines Hero. 

The Resident Experience Manager role goes beyond traditional leasing. Molly will listen closely to residents, ensuring their needs and feedback shape service delivery and community engagement. She’ll collaborate closely with Property Managers and consultants to ensure every interaction is seamless, efficient, and rooted in care — from onboarding and enquiries to events and retention initiatives. 

Molly brings a unique blend of experience to the position. Although her background is primarily in PR and marketing, she began her career in social housing, working with housing associations where she gained valuable insight into resident engagement and satisfaction. Her experience liaising with residents and attending engagement groups instilled a deep appreciation for resident communication and service quality. 

Hero Living offers an exceptional rental experience, with developments often complemented by premium amenities, retail uses, and workspaces designed to support modern living. 

Molly Pass, Resident Experience Manager, Hero Living said

“I’m thrilled to be joining Hero Living at such an exciting time. We’re redefining what it means to rent, and I’m proud to be part of that journey. My focus is on creating spaces where residents feel truly valued and listened to - and building real communities that people are proud to call home.” 

Matthew Bates, Managing Director, Grifo Developments said

“At Hero Living, we’re passionate about creating places where people truly feel at home — communities built on care, connection, and exceptional service. Molly’s appointment marks an exciting step in enhancing that experience even further. Her insight, empathy, and background in both communications and resident engagement make her perfectly placed to champion our residents’ voices and ensure every interaction reflects what Hero stands for — quality, integrity, and a genuine sense of belonging.”